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Am I the only one

Calling HMRC

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Am I the only one who can dial HMRC's number (e.g. CT) feeling OK, but by the time I've sat through the seemingly endless and irrelevant recordings I'm in a stinking foul mood?

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23rd Jul 2019 09:48

No - the music winds me up.

A bit of Motörhead would help pass the time better.

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By JoF
23rd Jul 2019 09:51

Oh Im so with you on that one. Not just HMRC neither. Have you noticed the increasing number of phones put down, with 'we are too busy, goodbye' after waiting an age sitting through their IVR selections. Oh for the days of an engaged ring tone which never increased the old phone bills!

Although in my case last few days Ive also started off in a stinking mood! (Clients, technology fails, builders next door etc)

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23rd Jul 2019 10:52

Yesterday was a classic case in point. Rang HMRC after charity Ltd co received a final demand for an erroneous penalty that I thought had been cancelled back in June. HMRC can see the CT600 was received by the due date, but it has not been 'logged in' and still shows as O/S. An hour elapsed between dialling, waiting 15 minutes to be answered, put on hold, transferred to the Charity section, put on hold, finally having a conversation with someone half sensible.
The final straw was when the relatively helpful person started a sentence with "what you need to do now is write in and appeal". I asked why they couldn't just cancel the penalty, they know that there is no penalty due, they acknowledge that this is their error. Not a hint of an apology or embarrassment! Upshot being that they are getting someone from the 'technical team' to ring me back in 48 hours.
Roll on MTD!

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23rd Jul 2019 10:58

What really irritates me about long waits is rather than saying "this might be some time, here is some music", they keep on interrupting it every 20 seconds with the same message. The time would go a lot quicker if they just played some music. Plenty of stuff is out of license now, they could put on some old gentle blues or jazz on a big rotation so its not the same thing twice, or only lasting 60 seconds each one.

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23rd Jul 2019 11:03

I do allow myself to swear at the *** woman when I'm having a really bad day

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23rd Jul 2019 11:45

its so simple HMRC should start an agent dedicated line like SA.

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to carnmores
23rd Jul 2019 11:59

but that would be sensible

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By JoF
to The Innkeeper
23rd Jul 2019 12:23

therefore never going to happen

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23rd Jul 2019 15:58

The HMRC music gave me violent thoughts in the past (to the point I was not allowed to ring them up because I was too aggressive). Thankfully have moved from practice, but I have a phone call to make that I know will re-ignite these feelings again.

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26th Jul 2019 11:50

I absolutely agree and if I ever met the woman who is the recorded voice I think I might slap her. The poor person who eventually speaks to me gets short shrift but I think they may be used to it - come on HMRC let's have real people answering the phone

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to Vallery Lee
26th Jul 2019 13:40

I am surprised that any users of this forum think it better to go back to the days before voice-recognition phone systems. You may as well dream of accounting using old-fashioned paper systems like Kalamazoo and a slide rule in place of a calculator! I have no problem with VR systems in principle; they just need to be better programmed. The alternative is wasting millions of pounds on additional low level staff at HMRC.

The key issue for us as a profession is to lobby HMRC to extend the agents' dedicated line to cover the other major taxes in addition to SA income tax (most urgently, CT, VAT and PAYE).

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