Just spent 20 minutes on the agent line trying to get through to someone on the most basic question as to why HMRC have incorrectly amended a clients return. In the end I said, look lets keep it simple, I have earnings of x with tax liability of y - what do you have? I was told they are unable to access that information and if I want to take it further to write in.
A few months ago I was told by a client that was employed on the normal HMRC helplines until recently, that they were told they will be taught 20% of what they need to know and the rest they will learn as they go along, and they will learn from their mistakes.
Rant over, but really how did it get this bad and how is this being allowed to continue