Hmrc Reviews 279

They are charging me Late payment fees and interest for the VAT payment so it’s mean they charging me same thing twice, and when i’m trying to make the instalment plan with them they still charging me for the interest during the payment period, it’s like i took loan from them and in return i’m paying interest. How awful policy is this . Totally shameful.

90% of telephone operators have no clue about anything. They just try to read the guidance and do not actually know about it.

Sounds like cheap labour, no training, no updating and poor recruitment of staff. Staff are very rude.

I have lived in at least 6 countries due to work. The worst service for Revenue and Customers is definitely in the UK. The HMRC support is useless. You can't hold a call, you need to wait about 1 hour on the phone, and the system is crap. You never receive the code in your phone, you get instability when accessing and error messages with no sense. (I work in IT and can tell with confidence how bad it is)

I am very very disappointed with the service. The only problem is that we can't avoid it. There is no other channel or company to do that. After calling 5 times and waiting more than one hour to have my call dropped, I am now planning to hire someone to call them (it is comic, I know). When you are busy 1 hour (5 in my case) is a very expensive time to demand to a HMRC error.

Waiting for customer services now at 45minutes. Double their estimate. I would not mind but I cannot use the forum they give on line as I would if I could.

WHAT AN ABSOLUTE JOKE THEY DONT CARE but would hot of the press to get money. Something needs to be done about it.

I spoke to HMRC in January about money I owed them - I was advised to make a voluntary overpayment which I did - they then sent a letter saying I owed them the amount I’d sent them and would take it from me over the coming year.
Held on for 1 hour 30 minutes today got a very aggressive person who said I owed more than the amount I’d voluntarily payed as the tax year keeps evolving. I explained the conversation I’d had with the person who had advised me to make a voluntary overpayment - he said that was in the past so forget that.
He then said have a nice weekend and put the phone down.

Complaints department send out confusing letter which berates me for not answering a question that's not on the form they asked me to complete ended with the ludicrous statement "...discuss payment options if unable to pay by 31 January 2019". Hopeless in all areas

36hr on the phone issue still not resolved. I won't mind but I'm trying to pay a bloody bill. Online service 0 stars, human beings -40 stars, I think its time to emergarate your service is getting worse you'd be better sending the call centre to indian at leased they answer. Look at your reviews it says it all!

I am grateful that my case was handled promptly and professional. The refund did take more than half a year and continuous follow up though.

Much like the government, website is a shambles.

No need to go into great detail; absolutely dire in all aspects of the service they are paid to provide. They are a government service that is there to be as easily approachable as possible yet it seems, by their performance in general that they go out of their way in unecessary beurocracy and red-tape to make it as difficult as possible to reach them initially and then to sort your issue out. What a complete and utter farce.

Rude operatives, 3 in a raw..
I had to ask them to lower their voice and speak in a not aggressive way. Absolutely waste of time.
3 people telling 3 completely different things, and they get frustrated when I need to ask for clarification.
Also after waiting for 1 hour in the cue 2 of them hung up the phone after talking for 5 minutes, and I was not called back.
You should train your operatives to speak in a nice manner with people, not aggressively, mean and frustrated.

I'm terrified by HMRC. They are purposely making it difficult for people to pay their taxes. I would like to print off a paper form but you cannot do it anymore. Waste of time phoning they won't answer. They are trying to get everyone to do it online I'm 75 years old my partner is 79 and we struggle with technology. We are not going to get any better. Why should they bother when they can hound people

HMRC constantly miss allocate payments
Atomically send threatening bailiffs letters
Hours waiting in phone to resolve over 2 years of hassle and stress.
Chartered account has the same issue working for me I have to pay hourly rate for them to sit on helplines waiting
Like this Tory government it’s a shambles and a disgrace.
I am going to close my company and lay off all my staff
It’s a relentless nightmare

HMRC is just a waste of time, I think most of the staff work from home and they are not bothered about the tax-related problems you experienced. Tried to call them but half an hour later I had to hang up.

Start off with trying to contact them....they may have the luxury if bring able to make tea at home whilst they pretend to answer calls or listen...sadly the rest of the eorld doesnt.
Provide answers...spoken to 5 people today. No one can answer. Each has a stock reply which continuously sounds as if its being read from a prompt sheet.
Inaccurate information in perpetuity. Which is accurate on line? Or the many pieces of paper (which all arrive 10-20 days after they claim to be written!) Or....don't arrive at all..
Money paid directly from my bank ( arrives within 2 hours guaranteed) takes 4/5 days to be credited to my account. The interest on cumulative payments in a holding account must be huge. I suggest that pay some back. Or....get enough staff to do the transfers promptly.
Adding money on to what is owed without notice with 2 days before its due...how is that reasonable in any business?
Staff who only deal with one aspect of 'the case' and therefore cannot advise/ help in any other sense.
Complaints which are not acknowledged or even less dealt with in any time frame but HMRC can impose time frames arbitrarily on customers.
The whole business is shambolic and unfit for purpose.

I am not a negative person and love to say well done for a job well done BUT
HMRC O dear! what can I say

On Friday the 15th of December I called HMRC, waited on the line for 48 minutes, finally got someone on the line and while we were talking, the automated service suddenly said " Thanks for calling, goodbye" and cut me off.

I waited for around 15 minutes and called back, this time I waited for 58 minutes and finally got someone on the line and while we were talking, the automated service suddenly said " Thanks for calling, goodbye" and cut me off.
O I must mention that I told the rep what happened earlier and asked him to call me back if it happened and he was like yea yea and when it happend ...I got no call back.
couldn't do this again on the same day so its Monday and I am on the phone again and am still on hold for the last 46.50 seconds as I type

What happened to HMRC
many reps have no manners, they answer in rude tones.
Gone are the days when polite people were on the phone and people who knew what they were doing.

So sad...A rat Race...Everyone is just a number now, no care or respect left!

Absolutely disgraceful service on hold for 1 hour on 2 occasions then they cut you off It’s a total shambles. Can’t update when you finish with an employer on the HMRC online. On 2 occasions they have repeated they have not recieved my P45 when it was sent on the day I finished work and again 2 weeks later this service is only prompt and interested when they are taking money from you
but when they owe you money you cannot contact them shocking service

Paid tax underpayment in March 2023 over the phone to HMRC of several thousand. They placed it in the wrong account. Now they have amended my tax code because of this underpayment and say they haven't processed the payment as yet from March. I have been asked to call again at the end of December which involves another hour and half waiting on the phone.
Paul

I accidentally overpaid my VAT return. I rang their helpline to check how best to manage. Waited for 40 minutes on hold, whilst I was confirming my postcode they cut me off. Useless and incompetent service, no idea what purpose these government departments serve other than to extract money from you.

Was incorrectly overcharged insanely for months because of the HMRC mistake. Wasted ages to call and the person blatantly lied to me “your personal allowance reduction is correct because you earn over 10K a year”. Me: excuse me?! By law is 100K not 10K. She said I’ll transfer your call. I was hung up on. Amazing!