HMRC Phone Line - Always on Hold

pennypincher3562

Hi

I have been trying to contact HMRC, and it's a bit of a nightmare. I've spent hours 'on hold' listening to their lift music.

Someone has suggested phoning at 8am - is this a good plan, or will I just get put on hold again?

I can normally hold on for 20 mins to 30 mins at a time before I put the phone down. Are they forced to answer the call if you wait for example 40 minutes?

Is sending a letter a good option?

Thanks
PennyPincher3562

MABLE

I phoned yesterday at 8am and still had to wait 30 mins. However the advisor did say if you are a pensioner and its something to do with the tax code just say to auto system pensioners tax code instead of tax code and you jump the queue.

pennypincher3562

MABLE wrote: »

I phoned yesterday at 8am and still had to wait 30 mins.

Thanks, and you may have been lucky getting through in 30 minutes. Maybe if I just say 'pensioner' to their voice menu, I'll jump the queue :j

Thanks
PennyPincher3562

Alter_ego

It's not really jumping the queue, just a different desk/adviser.

pennypincher3562

Thanks Alter Ego, I was joking. I wouldn't do that.

I am wondering if I send a letter, will they respond?

Cheers
PennyPincher3562

Savvy_Sue

DH got through soon after 8 am the other day, fairly quickly. So I'd say definitely worth trying earlier rather than later.

Savvy_Sue

BTW I'm fairly sure it's not a case of if you hang on long enough they HAVE to answer. More likely you'll get that metallic voice saying "the other person has cleared".

sheramber

If all the available call centre advisors are already on a call your call will join a queue. So it depends on how many calls are in front of you in the queue as to how long you have to hold.

Voyager2002

The last time I spoke to them it was after a 45-minute wait.

They do answer letters, but if the enquiry is complicated their answer may well be a request to telephone! And after that, when I managed to speak to them they said that they needed to see the detail of the paperwork and so would I please write in and enclose the papers!

Anatidaephobia

Agreed call at 7.45am, possibly on a Saturday, but definitely avoid Mondays.

Also if you're going to call then you should wait as long as it takes until they answer. If you hang up after 30 minutes every time then call again the next day, you're going to spend considerably longer on the phone than if you just wait once for 45-60 minutes until you get through (shouldn't be that length of time first thing in the morning though).

suso

Alter_ego wrote: »

It's not really jumping the queue, just a different desk/adviser.

It is actually prioritising their call over someone else's enquiry,
If you say pensioner you get bumped to the top of the queue and sent to Cardiff I think,
If you are an agent, you get get prioritised and bumped to the front of the queue for experienced advisors,
If you call the blind persons helpline, you get bumped to the front of the queue and sent to Manchester.
If you call from overseas, guess what - you get bumped to the top of the queue.

Joe Bloggs calling doesn't stand a chance, they are always have people jump in front of them in the queue.

This is one of the main reasons that HMRC don't tell people where they are in the queue.