agents' experiences of dealing with HRC helpline

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Hi, at the risk of starting a whine club, what are your experiences of dealing with HMRC's self assessment chat bots? I thought I'd give it a go after waiting 75 minutes on hold to HMRC's agent dedicated helpine, then being cut off. Its proving very painful....

Replies (14)

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By alisonis
27th Feb 2024 15:35

They keep redirecting me to he helpline. I have pointed out that I tried the helpline and that it wasn't helpful. Instead I was kept on hold for 75 minutes and then they hung up. They then asked me to fill in a survey of my experience.....

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By Cat's whiskers
27th Feb 2024 15:49

I don't have much luck with them at all. End up getting annoyed and using CAPSLOCK

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Replying to Cat's whiskers:
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By alisonis
28th Feb 2024 09:49

Yes I morph into Joe Lycett very easily when dealing with chat bots.

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By Tom+Cross
27th Feb 2024 16:36

For once, from me, a positive.
Looked at the clock, at 4.45pm, yesterday afternoon and with an incorrect 2024/25 Tax coding in hand, decided to telephone the dedicated agent line.
Surprise, surprise, within 5 minutes through to a human. Explained the issue and he agreed an amendment. The new code came through, overnight, all present and correct.
Absolutely nowt to do with HMRC's efficiencies, just a tactical time to phone, when everyone is considering the home journey.
Chat Boxes. My suggestion = shove them, where the sun doesn't shine.

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Replying to Tom+Cross:
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By bernard michael
28th Feb 2024 09:28

Tom+Cross wrote:

For once, from me, a positive.
Looked at the clock, at 4.45pm, yesterday afternoon and with an incorrect 2024/25 Tax coding in hand, decided to telephone the dedicated agent line.
Surprise, surprise, within 5 minutes through to a human. Explained the issue and he agreed an amendment. The new code came through, overnight, all present and correct.
Absolutely nowt to do with HMRC's efficiencies, just a tactical time to phone, when everyone is considering the home journey.
Chat Boxes. My suggestion = shove them, where the sun doesn't shine.


They're probably at home anyway
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Replying to Tom+Cross:
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By alisonis
28th Feb 2024 09:48

Weirdly I also rang the helpline with a tax code query on Monday and got through within two minutes. BUT they couldnt help me with trust or self assessment clients and said I would need to ring the helpline. I am trying to get some trusts removed from self assessment and chase up an estate registration but when you ring the trust helpline, you get almost 5 minutes of automated voice blurb then get put on hold. That bloody music is now resonating in my head.

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By SteveHa
27th Feb 2024 16:46

They tried directing me to the ADL for a simple tax code query. I've emailed the transcript to the office of Jim Harra.

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By bernard michael
28th Feb 2024 09:27

In answer to your question ****************************!!!!!!!!

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Replying to bernard michael:
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By alisonis
28th Feb 2024 09:50

well exactly.

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paddle steamer
By DJKL
28th Feb 2024 10:03

"All the bots in this department have a cheerful and sunny disposition. It is their pleasure to assist you, and their satisfaction to close your case with the knowledge of a job well done."

Above only needed a very light edit from the original.

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Replying to DJKL:
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By alisonis
28th Feb 2024 10:38

*throws computer out of the window

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By JCresswellTax
28th Feb 2024 10:06

Whine club....like it :)

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By Florence
28th Feb 2024 10:57

Takes 45+ minutes for someone to answer, and whomever answers immediately disconnects on finding out I'm an agent.

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Replying to Florence:
paddle steamer
By DJKL
28th Feb 2024 11:01

Try wearing a disguise.

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