From Peter Saxton:
I have sent the following letter to the Head of HMRC and my MP:
I have been having a terrible time with HMRC.
I have been registered with HMRC for online services for many years.
With the introduction of Making Tax Digital for VAT, HMRC have decided to require me to register a new “agent services account”. Nobody at HMRC has been able to explain to my why a new account is needed.
I registered a new agent services account.
I then had to link my existing clients from my online services account to my new agent services account. I asked to “sign in” via a link. When I selected the link I was asked various questions and I completed them. I did realise that the questions were the same as when I when I created my new “agent services account” but I continued. It then seemed that I had set up another “agent services account”!
I went back to my first agent services account and attempted to link my existing clients from my online services account to my new agent services account. I kept getting an error message so I phoned HMRC. After a long discussion they realised I had a problem because I had not waited 72 hours after creating the agent services account before attempting to link my clients. This had not been advised anywhere.
After waiting more than 72 hours I felt it would be safe to link my existing clients. I chose the section under “Link existing clients”. The first think to do was a “Sign-in” link. I selected the link and I was taken to a page which asked the same questions as when I created my agent services account! This time I didn’t go any further and I saw that there was a heading “create agent services account” at the top of the page! It would appear that the link takes people to the wrong page.
I tried going through the steps several more times and each time I was presented with the “create agent services account” page but eventually I got a page that asked me to link my clients. When I selected the link I got the following message:
“There is a problem
This Government Gateway user ID is already linked to your agent services account.
If you need to link another Government Gateway user ID, sign in with the user ID and password for that account.”
I phoned HMRC. Eventually I was told that the problem was creating two agent services accounts. I asked if they could delete the second account because I only had details of the first account. I was told that HMRC would delete BOTH accounts and I would have to create ANOTHER agent services account!
At this point I realised that HMRCs systems are not suitable for MTD for VAT.
I am not happy with the following:
1 The need to create an agent services account when there is already an online services account.
2 Being regularly asked to create an agent services account when it is not necessary even when an agent services account has already been created.
3 The need to delete ALL agent services accounts rather than all but one. “Security reasons” isn’t an adequate excuse when HMRC web pages actually try to get agents to go to pages to create new accounts when agents have not asked to create new accounts.
I have told HMRC that my clients and myself will use the online services VAT pages until HMRC have got their MTD for VAT services working properly. If HMRC want to set up myself and my clients I am happy for them to do so.
Can you please help me to ensure that HMRC do this?