HMRC support desk refusing to help

HMRC support desk keep closing the case rather than investigating it, is it just me

Didn't find your answer?

I have a problem in that if I log on to HMRC agent portal I log in and then it dumps me out, but the second time I log in on any day it works perfectly.  I raised it with them 9 months ago and the send send us a screen shot.  I did so they closed the case, I complained, they reopened it I send another screen shot and they closed the case, I complain, reopen, resend, guess what happened today?  hence the following email.

 The sheer incompetence of your support system is staggering

In this specific case If anyone with a basic understanding of English was to read the emails you would see that I have responded every time.  You have every time replied by closing the case.  Every time I have complained and every time you have reopened it, I have sent another set of screen shots and you have responded by ignoring that and closing the case.  The fact that you do not know why the fault occurs is not a reason to close it, it is a reason to try and resolve the problem
And yes it still happens the first time I log in on any day.

And yes it happens on both browsers available to me.

And no, screenshots cannot in any way help solve the problem as it is simply a screen shot of your log in page, but if you want them I will send you a 4th set

And no you have not bothered to comply with the law and address the other complaint I have which is your persistent refusal to change our name to the correct one or change the address for VAT agent purposes (although it has been changed for all other taxes).

And no you have still not addressed the issue of you still sending letters to our clients at an address that has never ever been associated with them despite that complaint being raised 3 times by letter, 3 times by phone and twice by email.

So if you are wondering why so few people trust HMRC may I suggest it is because fundamental errors like this that would result in any commercial organisation being sued for significant damages and prosecuted by the data commissioner mean we can not trust you to complicated things like getting the tax right.

So please reopen the case and actually do something on it.
 

Replies (10)

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James Reeves
By James Reeves
12th Jun 2018 10:13

I think the AWeb moderator should close this thread :-)

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By bernard michael
12th Jun 2018 10:14

Let me guess they'll open it and then close it again due to your insensitive e-mail causing their staff to burst into tears

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By SteveHa
12th Jun 2018 10:27

It IS an annoying problem, though, and if HMRC cannot get a simple login process right, what confidence can we have in more ambitious IT projects?

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By timothyvogel
12th Jun 2018 10:41

Just to clarify I have sent several very polite professional emails to them already on this topic without any non automated response. The other complaint about the address and name they did (once my MP got involved) escalate up to a fairly senior level whose response was that "HMRC are unable to change the address of a VAT Agent due to the complexities of the IT Infrastructure" and on the name issue they said "this will be resolved as part of the ongoing improvement program" but that was 7 months ago.
My latest email, while quite strongly worded, is factually correct and significantly less threatening than the letters they send to my clients, albeit ot an address that means the clients will not get the letter.

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Replying to timothyvogel:
ALISK
By atleastisoundknowledgable...
13th Jun 2018 08:27

"HMRC are unable to change the address of a VAT Agent due to the complexities of the IT Infrastructure"

Absolutely shocking. How can this possible be the correct answer? If only they used employees who could be punished for such ineptitude rather than contractors ...

At least it explains why I’m still not getting vat post 4 years and 2 moves later, no matter what I say to them.

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By Jholm
12th Jun 2018 10:41

That happens to me at least 2 or 3 times a day. It's just become expected sadly.

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Tornado
By Tornado
12th Jun 2018 11:13

Roll on MTD and all of this will be fixed.

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By Moonbeam
12th Jun 2018 11:42

Well in that case the proposed IT for Brexit should work just fine.

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Replying to Moonbeam:
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By timothyvogel
12th Jun 2018 12:50

I'm sorry, has someone actually thought about the IT for Brexit, I must have missed that.
last time I heard the head of HMRC speaking to a Commons committee he said they had"an estimate of the cost but that substantive work had not yet started" - code for "tell us what you want it to do and we will hire someone expensive to do it and then they will do a runner just like last time"

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ALISK
By atleastisoundknowledgable...
13th Jun 2018 08:28

Love the letter. Please please let us know what the responses is, although I suspect it will get lost in the spam folder ...

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