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HMRC have suspended my agent account for no reason

HMRC have removed my agent access for SA and CT for no reason

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on 17th April I noticed that I no longer can access my clients' SA accounts on my agent portal. Called up Agent helpdesk and they advised that my account has been closed as apparently I have "Ceased to trade". I have no idea why this has happenned or what has triggered it, although I did change my company name with companies house back in March...

They have been unable to do anything about it and have suggested only that I write a letter to the Agent maintainer team which I have duly done and sent by registered first class post. There is NO WAY to contact them via phone or email to check the status of this.

Today, I notice that access to my CT clients has also been removed! 

Has anyone else come across this and anyone got any useful suggestions as this is my livelihood! I can't submit anyone's SA returns or CT returns. I may also lose access to PAYE and VAT shortly and can't seem to stop this car-crash! What a nightmare!

Replies (25)

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panda ketteringUK
By ketteringUK
24th Apr 2019 19:19

sounds scary. our firm is going through the process of changing the name and address and we already had 2 64/8 and FBI2 rejected due to an incorrect address!

Having said that we also received a letter from CAAT referring to our firm 'accontant' (could be worse i suppose - re; James Naughtie and Jeremy H on R4T) and this officer replying to our cover note, suggested that OUR CLIENT (courier) should register with HMRC MLR to be recognised as an agent!

It's a shame there is no way of enclosing a picture on the forum. I wonder sometimes, what kind of level qualification is required to work at HMRC, even as an admin...

Coming back to your topic - Have you done some changes to the company, have you renewed MLR supervision, have you spent time a Her Majesty pleasure? There must be some logical explanation...
Try complain to HMRC - this link is for agent
https://www.tax.service.gov.uk/shortforms/form/OSC_Agent

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Replying to ketteringUK:
Stepurhan
By stepurhan
24th Apr 2019 20:47

ketteringUK wrote:
There must be some logical explanation...

I admire your optimism.
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By Polly Lee
24th Apr 2019 20:52

The only change we recently made was the change our company name by adding the word "Accountant" in it. I wish we'd never done it...

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By johnhemming
24th Apr 2019 21:26

My guess is that their systems are identifying that some data does not match and are flagging this as someone not trading.

There are issues about how they are handling ASA processes. I have tried to find a helpline for this, but not found one.

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Oaklea
By Chris.Mann
25th Apr 2019 08:16

From what you say, you've had no direct communication from HMRC, to explicitly explain why your agent account has been suspended? As we are all aware, on here, HMRC isn't well known, for timely communication.
That being said, this "occasion" will have a serious effect upon your livelihood and, ability to efficiently act for your clients.
Do you have a professional body/organisation who you could contact, for support?
In your situation I'd certainly be arranging a visit to my local MP's surgery, as quickly as possible and, I'd also be emailing (Sir) Jon Thomson [email protected]
due to the severity of your predicament.

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By Kaylee100
25th Apr 2019 10:02

You may need to contact HMRC Complaints.

I had a clients UTR stolen by HMRC and allocated to another person (similar name but not exact). New person received all my clients statements to pay loads-a-tax (which she was annoyed with as she was on benefits) and my client got a benefits enquiry because she wasn't due to receive any due to high income (she had never claimed benefits). It was a complete mess and - luckily at that point I still was agent for the UTR and could see new persons details on the account. I contacted HMRC who started doing something to put it right and stopped any refunds being made, but IMMEDIATELY stopped my access as they realised I wasn't new persons agent. This went on and on.

I ended up complaining to complaints department who were very good in updating me on the time-frame to put right and reconfirmed her payments on account were safe. They even sent a small goodwill payment (three times, twice it never arrived). But it hardly touched the time taken in resolving the issue.

I know its different but I really feel for the situation you are now in. Its debilitating. Personally I wish I had got complaints involved earlier - if you are sure its not a mistake you have made.

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By Polly Lee
25th Apr 2019 11:29

Thanks for your replies. I called HMRC at least 15 times and finally got through to someone who actually seemed to give a damn rather than "computer says no". They sent an internal email to the Agent maintainer team who did call me within 24 hours.

They advised that I had filled in a form some time ago (March 2019) but failed to tick a box regarding AML and so obviously automatically suspended my agent account without notice!

I have now been advised that I need to wait 72hours before my account can be reactivated. What a palaver!

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Replying to Polly Lee:
Oaklea
By Chris.Mann
25th Apr 2019 11:39

"They advised that I had filled in a form some time ago (March 2019) but failed to tick a box regarding AML and so obviously automatically suspended my agent account without notice! "

They could (and should) have a duty of care to inform you, in writing, in my view.

HMRC's arrogance knows no bounds. However, if I had; an occupational pension, 100% sickness benefit, for the first six months, 50% for the second six months, holiday pay etc etc, I don't suppose I'd be too concerned about someone's livelihood, would I?

Beggars belief how lowly our sector is regarded by these people.

Thanks (2)
David Ross
By davidross
29th Apr 2019 10:27

Sorry to see that Polly has also had this problem. We set up a second practice for MTD which has existed for 2 years but not done any business because of the delay in implementation. We cannot add new clients - which of course is a threat to livelihood.

HMRC has falsely accused us of letting our AML registration lapse and sent back a form highlighted 'old reference'.

Like Polly, I cannot find any phone line I could talk to to sort this out so have written to the 'agent maintainer team' in the hope that this gets sorted out.

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Replying to davidross:
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By johnhemming
29th Apr 2019 11:38

What I would suggest that you do is that you write to your MP and ask the MP to write to Mel Stride about this. There clearly is a blockage in the flow of activity for agents (that was evidenced by the computer system rejecting applications because they are too busy). This problem needs recognising at a higher level so that some changes on policy or resourcing are made and that is probably best achieved through the minister.

Don't write to the minister directly go through an MP.

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By Commerce
20th Feb 2020 13:51

Hi, I have just had the same problem, with no warning my Agents account has been closed so far for self assesssment clients and corporation tax clients. I have no idea why, I could speculate it is becuase we have changed address in October but had updated all the areas with our new address. We have AML supervisory in place with HMRC and ACCA. I have spent almost half a day on the phone to HMRC only to be told to write to the Agents Team, I posted a letter today but they migth not answer for weeks! and apparently they cannot be contacted by phone or email. Agents line referred a call back but that will take 15 days. Any thoughts on how to contact the Agents team urgently?

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Replying to Commerce:
By SteveHa
20th Feb 2020 15:46

Try a complaint to [email protected].

I find that tends to get results.

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Replying to SteveHa:
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By Not Anonymous
20th Feb 2020 21:22

SteLacca wrote:

Try a complaint to [email protected].

I find that tends to get results.

Even in 2020?

https://www.accountingweb.co.uk/tax/hmrc-policy/hmrcs-jon-thompson-to-le...

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By Pkaccts
11th Mar 2020 09:09

I also have same problem, have had my agent code suspended because of AMLS , have now registered and paid my money ( £300 ) but am now in the hands of the Agent Maintainer Team who are not contactable ( Unbelievable !! )
So HMRC have taken my money, to a fairly large extent closed down my business,greatly affected my livelihood and that of my employees and I cant do a thing about it, if this continues into April and the start of the new tax year I am in extremely serious difficulty. To say I am angry wouldn't come close.
I would be very grateful to know if any of the above cases have yet been resolved ?

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By Pkaccts
11th Mar 2020 10:22

Hi , thanks for response and help, the AMLS office have passed it on to Agent Maintainer Team

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Replying to Pkaccts:
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By director1
31st Mar 2020 11:23

I have had the same happen to me, I wrote to agent maintainer team and emailed Amls etc to be told 15 days before they reply and this was from the 19th. After reading this thread I emailed Edinburgh etc and tried calling the number but it's now invalid, could I ask how long before you got it reinstated as a week from today I have clients wanting their tax returns filed?

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By Georgia123
03rd Dec 2020 22:15

Hi, we are having the same problem and are unable to get though to anyone. We have sent several letters in the post and they aren’t responding. Has anyone managed to get this resolved or know who is best to contact?

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Replying to Georgia123:
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By Eden1973
17th Mar 2021 15:55

Hi, I've got the same issue - have just lost SA, CT, PAYE, CIS and VAT. If anyone can help with how on earth to contact HMRC urgently, that would be very much appreciated. It is a total nightmare. The Agent Maintainer team seem to operate behind closed doors, without any apparent way to contact them.

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By Amanda D
25th Mar 2021 10:52

Hi we have just experienced the same problem with no explanation and no assistance other than to write to the Agent Maintainer Team. I have just been told that HMRC have ceased our Agent code for SA and Co-op Tax. The only change has been to our address which HMRC were notified about and had changed on the system but now the online services says that HMRC are unable to deliver mail to the address, the irony is that the address is the old income tax office which underwent a refurb. I am sending a letter off today (as that appears to be the only option) but I am concerned on how long its going to take them to deal and correct it. Would be grateful for any further advice.

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By mparrett
09th Jun 2021 11:43

Our company has just had our agent services suspended following a name change. Had a letter giving us 30 days to give AML details etc, which we posted off same day. 40 days later, no warning, account not working, no clients showing on CT SA portals, no phone number to call - it's a disgrace - 1500 clients to service with no tax info.

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Replying to mparrett:
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By taxingnoddy
29th Jul 2021 11:34

Hey. Did you get this resolved? How did you manage to contact HMRC (without having to rely on post). We have had the exact same issue and are now a bit stuck. HMRC should be ashamed of themselves...

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By wrlo123
25th Jun 2021 10:28

Hi Polly did you get this sorted out in the end? I've got the same situation at the moment. It is very frustrating! I'm really keen to know how to resolve it asap. Thanks

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By taxingnoddy
02nd Aug 2021 13:14

This is how we dealt with this issue:

Phoned HMRC Self Assessment Agent helpline.
Got them to request a call back from Agent Maintainer Team.
Next Day AMT called back and took our AML registration details over the phone.
We were then instructed to reenrol the agent codes.
Pin Codes sent out in post.

Not an easy process to deal with, but I was advised to add AML details to any correspondence with AMT in the future, to avoid the issue repeating. I was told that any change to agent details would trigger a request for confirmation of AML registration.

I was also told that guaranteed next day delivery to AMT generally got lost in the system their end! Go figure!

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By mparrett
02nd Aug 2021 13:41

Similar resolution at our end. We were out of action for about a month.
Lost all the clients after the account was reactivated. They arrived back in dribs and drabs.

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By Annon2013
13th Dec 2021 10:54

My account has been out of action 12 weeks now, cant get anywhere with HMRC, 4 letters sent to Agent Maintainer Team, phone calls to numerous departments and just keep getting told I need to write to them.

After a phone call with the Agent Self Assessment Help Line, and been persistent that they could request and internal call back from the advise above, the guy went away and 'found' a form they could request a call back from.

My advise, be persistent, Im still not up and running but further than I have been for nearly 3 months

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