HMRC Revolt on Call Waiting Times

HMRC Revolt on Call Waiting Times

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I am currently keeping a log on the date and amount of time I am kept on hold with HMRC with the various departments , and in particular

- after 50 mins, when answered the line goes dead so that you have to start again (which I believe may give them the statistics that the call was answered, even though it wasn't dealt with)

-the times I get through asking my question and the call again goes dead

- the times I call and they state they are too busy and I might like to phone back another time

- the times I am on hold before a call is dealt with

Eventually when I have what I believe to be sufficient information, I am going to write to my local MP to complain.

Would anyone else consider doing the same?  Surely if enough of us do it, it would have some sort of affect on the dire service given?

Replies (21)

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paddle steamer
By DJKL
16th Apr 2024 12:56

Faith may move mountains but it does nothing moving HMRC and playing with your MP is just more of your time consumed.

Age makes one a cynic.

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By Postingcomments
16th Apr 2024 13:01

I just have an old phone permanently on the line to them. When it gets hung up, I redial. Every little bit of chaos helps.

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By Tax Dragon
16th Apr 2024 13:05

Call Waiting Times has become such an established thing now it even merits capitalising.

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Replying to Tax Dragon:
paddle steamer
By DJKL
16th Apr 2024 13:22

What is your Amortisation period to be, over a working life, perhaps?So lets go for forty /fifty years.

The other factor is does all this "Hanging on the Telephone "shorten that amortisation period with early retirement becoming tempting?

I yesterday was two years away from state pension age, whilst I am tempted to go early I promised my employers I would plod on to April 2026 and I also need one more year's NI to claw back all my SERPs etc reductions, then again today the sky is clear, sun shining, no rain, would be nice that all my time was my own.

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Replying to DJKL:
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By Postingcomments
16th Apr 2024 13:28

Pretty sure you could come up with a simple solution to the NIC stamp issue, if you really wanted to.

Then again, you might as well keep getting paid for hanging out on here all day, especially if you will continue to do so post-retirement. ;)

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Replying to Postingcomments:
paddle steamer
By DJKL
16th Apr 2024 13:51

Possibly- not sure if a bought year assists with SERPS etc reduction clawback or if one needs an earnings year? Too late anyway, my contract requires me to give 12 months notice so I am now on the hook until April 2025 . Besides, with other half retired if I was also she might direct me to do some work around the house, maybe hiding in the office, as you suggest, is the smart move.

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Replying to DJKL:
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By Michael Davies
18th Apr 2024 11:07

Is a twelve month contract actually enforceable under employment law ?Just asking.Maybe an Employment Lawyer can comment.Of course if you came in as a clown or rag and bone man each day,they might get rid of you anyway.TBF,I gave my last employer a years notice to 31 st January ,as I could nt face the then impending introduction of MTD.Five years later,where is MTD ?

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Replying to DJKL:
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By Tax Dragon
16th Apr 2024 13:29

Happy birthday.

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Replying to Tax Dragon:
paddle steamer
By DJKL
16th Apr 2024 13:53

Thanks- this just became real.

https://www.youtube.com/watch?v=wUDRIC5RSX4

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Replying to DJKL:
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By Paul Crowley
16th Apr 2024 14:06

Wife and I used to sing that on Karaoke.
Be glad you were not there.
I used to do the Bananaboat song, but that has probably been cancelled for decades.

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Replying to Paul Crowley:
paddle steamer
By DJKL
16th Apr 2024 14:24

You cannot be that bad- a long time ago, age about 9 or so, my two older sisters sent me home from carol singing as they thought I was putting off the paying public- my voice has not improved in the intervening period.

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Replying to DJKL:
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By Leywood
16th Apr 2024 13:32
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Replying to Leywood:
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By Paul Crowley
16th Apr 2024 14:07

Linked a different video of same song on one of the other threads.

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By Jo Nokes
16th Apr 2024 17:36

I must lead a sheltered life, but the number of times I feel the need to call HMRC is about once a month. You seem to have an unfortunately large number of awkward cases, I feel your pain

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Replying to Jo Nokes:
Johny Fartpants Picture
By johnny fartpants
16th Apr 2024 17:57

Correct. Once a month must be enough for most of us. If it were much more common than that, I'd go bankrupt!!

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By Tom+Cross
17th Apr 2024 11:11

From my long experience, in this field, I live with the memory of when 'standards' between the profession and HMRC existed.
Unfortunately, a very long time ago now, and I don't see any return to those days, anytime soon.
Yes, you can write to your MP. However, I think you would be wasting your time.
HMRC is completely shot, when it comes to communication and this has been the situation across at least the last two CEO's; Homer and Harra.
Completely hopeless and HM Treasury seems completely unable to persuade HMRC that this is unacceptable.

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By JD
17th Apr 2024 11:30

It's deliberately difficult. HMRC wants to push you into using digital services rather than saving everybody's time by providing an efficient phone service.

Your MP will have received a barrage of propaganda telling them how much it is saving in cost (to HMRC without considering its wider effect) and therefore any support is likely to be muted at best.

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By Fenella
19th Apr 2024 09:40

And if you do talk to someone the thing they say they will do, they don't....and as for the online help, absolutely useless.

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By steve 12321
19th Apr 2024 12:26

It is no secret this is going on so it will not be news. You would think that all the political spin re getting this country going would make them realise the tax system is at the heart of the country's finances so they might make an effort to support the public and accountants in making it work, but no, they have no interest. Instead they focus on vanity projects like MTD for ITSA - a complete farce!

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By booksy
19th Apr 2024 12:36

Wondering if they are somehow filtering calls eg I work from home and have just used my home phone to ring agent helpline and waited 58 minutes before I hung up (not giving them the satisfaction of answering the call and then putting it down on me) One can only wonder what on earth is going on. What happened to the queue system (you are now number 1501 in the queue) At least you knew where you stood. They need to get people back into the office.

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Replying to booksy:
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By FactChecker
19th Apr 2024 13:40

"What happened to the queue system (you are now number 1501 in the queue) At least you knew where you stood" ... only if you actually believed those 'messages'.

I recently had to call a number for a specialist area within the NHS, and got the 'you are number 16 in the queue' (amongst all the usual and useless suggestions to try leaving a message, etc). So I put it on speaker-phone and got on with my work ... noting with grim satisfaction (well at least optimism) as the number decreased by 1 about every 5 minutes.
That rate of decrease slowed dramatically once it reached 3, however I clung on (the sunk cost fallacy heaving into view) ... and almost celebrated when, after a mere 90 minutes or so, I became 'number 1 in the queue'.
Except that I remained there for another 45 minutes - until it finally dawned on me what was happening ...

... no-one was getting their call answered - but most people gave up either very quickly or fairly quickly, whilst only a few hardy (foolish) souls were resolute and determined. But even they gave up eventually, leaving me as the sole naive (and obviously gullible) idiot - apparently with time on my hands to waste.

Postscript: I didn't just slam down the receiver, but waited for the repeating offer to 'select x to leave a message' first - however after making my selection, there was a brief whirring sound (like an ancient bit of mechanics trying to remember how to move) before the connection was simply terminated!

And my point?
It's (unfortunately) not just HMRC who practice this charlatanry ... central and local government departments (and their offshoots) all employ this approach to 'customer service' - which is even more galling when you find out how much money they spend on these rubbish systems!

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