Exasperated by HMRC

Exasperated by HMRC

Didn't find your answer?

We act for a client in VAT matters in order to file online returns for them. 64-8 has been lodged and HMRC confirm receipt on 28th May 2015. Our agent list of online clients has however, not been updated so we can't access a client record to complete the return.  Called the registration dept. and was referred to the online services helpdesk number. I have made 6 calls to the help(less) desk, the shortest being 15 minutes and the longest (last 3) 40 minutes. No-one has ever answered. In exasperation I sent an email, asking why the online record has not been updated even though 64-8 has been with them for some time and requested it is updated without delay, to which the immediate email response was, "you'll will receive a response in 15 working days".  The response after more than 15 days is... "For security reasons we are unable to provide any information or carry out any actions requested by email. Please call our online services helpdesk"... you know, the one they never answer!

In all seriousness I cannot afford to waste hours of time waiting for the phone to be answered and if they can't answer emails, what are we supposed to do?

Not really a question , more of a rant, sorry!

Replies (20)

Please login or register to join the discussion.

avatar
By Wanderer
22nd Jul 2015 14:41

Given up!

Given up trying to call HMRC, complete waste of time. Even if you do they can only handle the simplest of tasks. Anything more difficult is referred to the 'back office who will deal with it in 33,000 working days'. Of course they rarely do.

Today's exasperation is that structured emails to set up a PAYE scheme won't accept '&' as part of the company's name. They used to but HMRC have 'fixed' that!

Can't you apply for online authorisation for VAT in the same way you do for CT & SA? That system actually seems to work as it takes the human element of HMRC out of the chain.

Thanks (2)
By mwngiol
22nd Jul 2015 14:54

Online services helpdesk

It's not online, there's no service, it's not helpful, and I doubt there's even a desk.

Thanks (17)
Replying to paul.benny:
avatar
By Wanderer
22nd Jul 2015 15:20

Reminds me

mwngiol wrote:

It's not online, there's no service, it's not helpful, and I doubt there's even a desk.

Reminds me of Barry Island Pleasure Park.

Thanks (4)
Replying to WhichTyler:
Red Leader
By Red Leader
27th Jul 2015 11:23

Barry Island Pleasure Park

Wanderer wrote:

mwngiol wrote:

It's not online, there's no service, it's not helpful, and I doubt there's even a desk.

Reminds me of Barry Island Pleasure Park.

Oh come on!

Did you ever see the Wall Of Death there? Motorbikes going round on a vertical track. Beyond pleasure.

Thanks (0)
Replying to paul.benny:
Morph
By kevinringer
27th Jul 2015 13:35

Of course there's a desk ...

mwngiol wrote:

It's not online, there's no service, it's not helpful, and I doubt there's even a desk.

... it has a phone on it which rings out all day and never answered.

Thanks (0)
avatar
By Ned Ludd
22nd Jul 2015 15:00

possible work around

if the business has not already registered in its own right to file vat returns you may be able to register in the businesses name now and get a government gateway ID.

 

if you answer the vat questions correctly as regards; effective date, postcode, box 5 on last return it'll activate the service straight away for you to file without having to wait for an activation code.

 

 

Thanks (3)
By SteveHa
22nd Jul 2015 15:35

Webchat

Go to the old online services helpdesk page (https://online.hmrc.gov.uk/information/helpdesk) in internet explorer (I haven't been able to get this to work in Firefox), and wait a couple of minutes, after which time an offer of web chat will pop up.

They seem to respond to that (presumably because they feel like they're on Facebook)

Thanks (11)
By Marion Hayes
22nd Jul 2015 17:21

Not for VAT

They have answered queries quite well up to now but this morning, when I asked how far back we could get copy returns for, I received a sorry - not for VAT - they have their own helpline

 

 

This is the HMRC Live Chat for the Online Services Helpdesk. Unfortunately, due to the nature of your enquiry I will be unable to help you on this occasion as VAT has their own helpline. You will need to contact the VAT online service helpline https://www.gov.uk/government/organisations/hm-revenue-customs/contact/v...

Thanks (2)
avatar
By CMED
22nd Jul 2015 18:53

A colleague of mine has been ring the VAT line for new registrations 3 or 4 times a day for the past week. It's a line where it's either answered or you get the engaged tone.

This morning it was answered at the first ring. He was so surprised he couldn't remember where he was calling from, the clients name nor where he had put the clients file. Watching him scrabble about his desk for the file was quite entertaining.

Sadly, he was advised that it hadn't been processed yet. 'Ring back next week' was the advice.

Thanks (4)
avatar
By User deleted
23rd Jul 2015 07:07

Hopeless situation

HMRC's priorities in theory include improving customer experience and providing value for money. And for their customers' experience see my recent post on here.

Thanks (1)
avatar
By adrianstone
27th Jul 2015 10:56

MP

If else fails, complain to you MP.

Seemsa bit overkill, but might elicit a response

Thanks (0)
Replying to NH:
avatar
By Vaughan Blake1
27th Jul 2015 12:16

Still works when all else fails, but...

adrianstone wrote:

If else fails, complain to you MP.

Seemsa bit overkill, but might elicit a response

In view of what happened with MPs I struggle to keep a straight face when doing this!  Not sure who is more afraid of who in the HMRC : MP relationship these days.

Thanks (0)
avatar
By acmakey
27th Jul 2015 11:02

Given up too!

Really try to avoid calling them..though had to a few weeks ago to chase up a letter that I'd sent 3 months ago. After waiting 15 minutes or so finally got to speak to someone and went through the letter.

He said they hadn't received it so I read out the HMRC address I sent it to - he stated that was wrong, but at the same time I was on HMRC website and told him that was the address for that sort of letter on HMRC's website.

He hung up! I'm not going to waste any more time filing a complaint. HMRC are just absolutely useless...

 

Thanks (2)
By alan.rolfe
27th Jul 2015 11:19

Try your AAM?

Not sure whether it will help, but don't forget that agents can apply to join the Agent Account Manager programme, which has the Agents’ Issue Resolution Service: "a streamlined process to resolve ongoing problems more quickly".

The details are here: https://www.gov.uk/agent-account-managers-in-hmrc

 

Thanks (0)
avatar
By Princess1
27th Jul 2015 12:35

The answer is...

I was told that a 64-8 for VAT only gets them to talk to you on the phone but won't update the online authorisation.  If you want online access you have to apply for authorisation online.  It's always worked for me.  I do them all online now.

Thanks (0)
Morph
By kevinringer
27th Jul 2015 13:42

64-8 (or online authorisation codes) only handles offline authorisation: SA, PAYE/CIS, NI, TC and VAT. The only online authorisation done by the 64-8 is SA/CT. For online PAYE/CIS you need to complete a FBI2. For online VAT the only way an agent can get access is for the client to log into the service using their own user ID and password then appoint you as agent. There is no paper form for online VAT. There are no online services for NI or TC thus no need for online authorisation. Consistently HMRC inconsistency!

Thanks (0)
avatar
By pauljohnston
27th Jul 2015 15:25

@kevinringer & VAT

If one is a registered agent one can apply for authorisation, albeit only to submit a VAT and if the client is registered for VAT

Thanks (0)
Morph
By kevinringer
27th Jul 2015 15:30

@PaulJohnston

How do you apply for registration? I get my clients to log into the Government Gateway, go into Manage Services then Appoint An Agent. How do you do it?

Thanks (0)
avatar
By sallyrichardson
27th Jul 2015 18:52

You can request it through your Gateway Account

 

In your Agent Gateway account select "Authorise Client", "Request Authorisation" then select "VAT for Agents" from the list and go through the questions. Your client will be sent an authorisation code in a few days. You can then submit retuns and they will then talk to you on the VAT helpline. I've done this a dozen times - works every time.

Good luck!

Thanks (2)
Replying to matthew pennifold:
Morph
By kevinringer
28th Jul 2015 09:44

This is helpful

sallyrichardson wrote:

 

In your Agent Gateway account select "Authorise Client", "Request Authorisation" then select "VAT for Agents" from the list and go through the questions. Your client will be sent an authorisation code in a few days. You can then submit retuns and they will then talk to you on the VAT helpline. I've done this a dozen times - works every time.

Good luck!

My method through the Government Gateway gives instant agent access. But your method is better if the client doesn't have a user ID. Thanks for the instructions.

Thanks (1)