MSE News: Anger as tax credit helpline jammed in latest HMRC gaffe 13 September 2010 at 4:49PM in Benefits & Tax Credits 49 replies 7K views

Former_MSE_Guy

This is the discussion thread for the following MSE News Story:

"Beleaguered HM Revenue & Customs is facing fresh fury from those who can't get through to a crucial benefits helpline ..."

Read the full story: Anger as tax credit helpline jammed in latest HMRC gaffe

alwaysonthego_2

A huge ongoing thread with complaints of not being able to get through to renew claims etc.

NASA_2

I'm sure the staff are getting some level of abuse from claimants.

I sympathise with them.

Hammyman

NASA wrote: »

I'm sure the staff are getting some level of abuse from claimants.

I sympathise with them.

The claimants? Me too. Everyone I've dealt with for the 18 months I've been trying to get money owed to me has been a blithering idiot and a liar.

NASA_2

Hammyman wrote: »

The claimants? Me too. Everyone I've dealt with for the 18 months I've been trying to get money owed to me has been a blithering idiot and a liar.

To be fair most claimants fit that description too.

Not being able to understand the most basic concepts.

AsknAnswer2

The issue is caused neither by the staff answering the phones or by the claimants.

Claimants feel the frustration of ringing again and again and again, desperately trying to get through, listening to that awful automated messages giving options, inputting all of the options then hearing the message that they are too busy and the line going dead. That's enough to drive a saint insane when you've been at it for hours trying to get through.

Staff will probably get the brunt of the abuse when claimants do get through. It's not the telephony operators who make decisions on how many staff are on the helpline; so giving abuse to them is not only going to acheive absolutely nothing, but while people are busy ranting and raving about the time they had trying to get through, they're only holding up the phone lines more for others trying to get through.

jonnyboy82

NASA wrote: »

To be fair most claimants fit that description too.

Not being able to understand the most basic concepts.

lol true as

jonnyboy82

Hammyman wrote: »

The claimants? Me too. Everyone I've dealt with for the 18 months I've been trying to get money owed to me has been a blithering idiot and a liar.

it takes one to know one:rotfl:

excited_money_saver

Hi

I've been told to suggest to customers that are complaining about not getting through to HMRC to try during Coronation Street or Eastenders as that is when it is quietest!

Says it all really!

NASA_2

excited_money_saver wrote: »

Hi

I've been told to suggest to customers that are complaining about not getting through to HMRC to try during Coronation Street or Eastenders as that is when it is quietest!

Says it all really!

And Jeremy Kyle - and it really is true - call levels are lowest when these programmes are on.

corbyboy

Just looking at the article, how did you time the 14 minutes to get through? You don't get put on hold you just get cut off when it's too busy. So how did you time it?