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HELP with SMP advance funding

Advance SMP

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I have made two attempts to claim SMP advance funding for the whole of the 39 weeks. The first attempt HMRC said they didn't recognise the employee the second they say they don't recognise the employer or the employer references although I know they are correct. Has anyone got a special number I can call so I can speak to someone who actually knows what is going on. After the first attempt I called the employer helpline and there was no notes on screen so they just advised to try submitting it again. Any tips would be greatly appreciated please. 

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