MSE News: Thousands vent Twitter fury at HMRC over long call waits

50Twuncle

Incidentally - I see that "HMRC Spokesperson" is keeping in line with the rest of his department - he has responded to 14 questions in 3 years !!

SmokieJoe

The reality is that they have cut too many staff, and those being recruited aren't sufficient to replace the numbers lost. Too, it takes time to get the replacement staff trained to a level that makes a real difference to those calling, rather than just taking the call to then advise they are passing the call on to someone else. There are also staff being taken from other departments to cover tax credits, but yet again not sufficient numbers or with sufficient training.

Pennywise

mallard wrote: »

Had to ring three times in the last couple of months to get things sorted...first time was 30 minutes, second 45 minutes and last 25 minutes.

Even worse they ignored what i requested over two years with my tax codes saying they were right and i would be fine. Then i ended up underpaying so they clawed it back through tax code so i was over two hundred worse off a month. I rang and they said it was fine and adjusted it again despite me arguing they were wrong and so i suddenly owed them more. After three more calls they have adjusted it to what it originally was two years before and suddenly i owe them two thousand less. Idiots! :mad::mad::mad:

A classic example of why they get so many phone calls! If they did their job properly, first time, people wouldn't have to keep phoning them to try to get their tax put right. How many of the millions of phone calls they receive are actually about mistakes they've made?

tomtontom

femalemonarchfemalecanine wrote: »

well they won't get employment with hmrc as the numbers are being cut (overall) further.
so the service will get worse; though I dare say the statistics will say whatever someone wants them to

If you look at the ONS statistics there has been little change in the overall HMRC headcount in the past five years. As already noted they are currently recruiting on a pretty massive scale. Year on year they have increased their headcount, and I expect that to be even higher by next year.

Mrs_Ryan

I phoned them this morning and was waiting for 50 minutes and they couldn't help me when I did get through 😡I have to wait 'five working days' for an anytime call back from the right people which I pointed out there is a strong chance I may not be able to answer as I have a lot going on this week. However they did note my request to be called after midday on Tuesday or between 11 and 3 on Wednesday. This will inevitably mean they will call me on Monday afternoon when I'm on a train or Thursday morning when I'm on uni campus for a meeting...