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HMRC PAYE Employers Helpline - not fit for purpose

HMRC PAYE Employers Helpline - currently not fit for purpose

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I have been trying to speak to the PAYE Employers helpline for 2 weeks now, and even sometimes get to the point of giving the accounts office reference number and company address etc, as agent through the voice recognition servce.  Then it still says, all our advisors are on other calls and we can't take your call right now.

Has EVERYONE gone on holiday or something?  This is unacceptable.  It's not year end, its not even P11D time.  Does anyone know what the heck is going on.

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RLI
By lionofludesch
09th Oct 2019 17:13

Not fit for purpose ?

None of them are fit for purpose.

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By adf2410
09th Oct 2019 19:00

I rang the employer paye payments line (0300 200 3401) on Monday at 9:40am, getting a positive resolution to my issue*, and my iphone reports that the whole call took 8 minutes! 4 minutes of that was chatting to the automated voice. Might be worth trying that number to see if they can deal with whatever your query is?

*Client had paid HMRC a rather large amount in error, having clicked on the wrong payee on his bank account, and wanted the money back!

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By JDBENJAMIN
09th Oct 2019 19:22

I almost never ring HMRC for this reason. I only ever use written communications.

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Replying to JDBENJAMIN:
By Red Leader
10th Oct 2019 12:47

Agreed re the employer helpline. I just write these days if it would otherwise mean ringing the "helpline".

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By lesley.barnes
10th Oct 2019 10:39

They were probably dealing with my call. It took the call handler 28 minutes yesterday to tell me absolutely nothing but to ring back on the 22nd Nov if the clients refund still hadn't been received. This is from a request in April and several chasing phone calls in August and one 2 weeks ago. That's why they are always engaged because nothing is dealt with it just keeps getting kicked down the road.

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By NYB
10th Oct 2019 11:13

Is there anyone out there who can say anything positive. I have to psych myself up to phone. On the Debt management bit they say every time on auto they are "very busy" and to" call before 10.00 orafter 16.oo". So I sit there at 8.20am to hear the same message. And then getting thru security is on a wing and a prayer. Spoke three weeks in succession about a client jumpting thru all the hoops only to be told on the third occasion I was not an" authorised agent", You then can't have a sensible two way conversation about this explaining that I have spoken before and surely this must show on the system. Just stone walled. And the whole lot of them were at the back of the queue when sense of humour was handed out
And I frequently am over 20 minutes waiting.

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Replying to NYB:
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By lesley.barnes
11th Oct 2019 10:39

I've also had the you are "not an authorised agent" spiel for PAYE a couple of times recently after successfully clearing security previously and having the client on my agent list. When I queried why I had previously cleared security and had a conversation about the client I was told there are "different systems" and it depended which the call handler was using.

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By kestrepo
10th Oct 2019 15:42

If you write to HMRC, from the moment it is sent, your letter enters a formal process. The correspondence is logged into the system and there are detailed processes and policies in place that HMRC must adhere to. This includes a formal time for submitting a response to you - even if it is just a notice to say the correspondence has been received! This is all part of the HMRC guidelines which are published and include methods for raising appeals etc.

When you ring HMRC it is a slightly different story. You first have to get through the automated system and try to navigate to a human. Once through you get to speak to Dave. Dave doesn't know anything about anything but he thinks he might know someone who once did. He will put you on hold and enter a mild state of panic as he only really knows the answers to the automated questions that the caller cunningly manage to navigate away from. Nothing is logged. Views expressed are not impartial. Anything complicated is answered on a best guess basis.... good old Dave!

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Replying to kestrepo:
RLI
By lionofludesch
10th Oct 2019 15:54

kestrepo wrote:
Once through you get to speak to Dave. Dave doesn't know anything about anything but he thinks he might know someone who once did.

Yeah - but there's just Dave in the HMRC office. That's why it takes so long for him to answer the phone.

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Replying to kestrepo:
By SteLacca
10th Oct 2019 15:56

Is that the same Dave who goes to the pub at night giving out dodgy tax advice?

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By Rgab1947
11th Oct 2019 12:02

Have tried registering a client as an employer twice now. Online.

Zilch response although the VAT registration done on the same form the first time came through within 5 days. So I knew their computer had accepted the registration. However the AI in it was at the same level as the help line. Hence me doing it again but just for PAYE.

This is months ago.

Now because the client is not registered for PAYE I cannot be their agent so cannot do their PAYE helpline.

Lovely system have we not?

Won't phone in any case. The horror stories on this forum have put me off long time ago.

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