We all know that HMRC customer helpline is a bit hit and miss but I thought that the agent helpline was staffed by grown ups.
I have a non res client with a UK forces pension each year they BR his pension and I have to ring to get it back on full allowances as his foreign salary is on NT
This year they have decided to K code his pension as his salary is over 50K
She could see the history and the NT code on his salary and his tax return history, over ten years non res
she then tells me they have had post returned from his foreign address and asked me to verify it which did, I explained that postman Pat doesn't do back of beyond and that their postal system is a bit of a lottery.
After asking me to hold for ten mins she explained that she needs to seek technical advice and as the technical advisor is part time and not there today she will need to get someone to ring me back tomorrow or sometime next week
You couldn't write this crap
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I have some sympathy
We have a lot of expat clients and it's clear the HMRC systems are really not set up with foreign resident taxpayers in mind. Lots of minor problems and issues that revolve around HMRC assuming that post can reach Ulan Bator with no problems in 7 days. Clearly a nonsense.
Having said that, these problems are nothing new - you would think agent managers would have figured out a work around by now.