Hmrc Arvostelua 

Leaving me and my partner and 2 kids without money we are not giving up i am fighting this and see you.guys in court all yesterday on phone today on phone still no duty of care

In November I wrote a highly critical review of HMRC Online. A month later they picked up my complaint and today, another month later, someone phoned me about it.
When I signed up - and still today - it is not possible to tell the HMRC web site that I want to revert to receiving paper from them instead of online communications.
The adviser who called me this afternoon gave me a phone number to call to have the 'digital marker' removed. That number gave me 15 or so options, none obviously relevant, and the one I finally chose connected me to a line on which I was held for about 40 minutes. When I was finally connected to an adviser (Mohammed) he told me I was on the wrong line, gave me a different number to call, and even told me which options to pick to get through to the right person. Clearly my problems were not new to him. I am not alone in encountering the utter incompetence of whoever is supposed to have done the analysis and design of HMRC's online service, and whoever 'informed' the person dealing with complaints.
And, incidentally, the idiot in charge still seems to think in terms only of sending text messages to mobile phones, and hasn’t considered how to send text to a landline.

Waited over an hour to speak to an advisor,wanting personal advice on Capital Gains Tax.Eventually got through to a very bored sounding male employee,with no telephone manner and unhelpful attitude.He told me to go online.Pity there is poor customer service and not everybody wants to fill in forms online.There should be the option to talk to a friendly advisor.Very poor experience.Shameful

Called twice only to be disconnected after 20 mins . Called back this time 40 mins and I got through I advised I have changed my telephone number so wont receive the password reset code as my online account sends to my old number. Advisor said they were unable to update it as its "policy" i will need to do it online so I go back online follow the prompts and it sends the code to old number as I suspected.
4 calls over 2 days later a really unhelpful, rude staff member and i still cant access my account . WTAF

Utter disgrace,

Pure theft,40min to get through. When you do, they cant answer any questions. Put you on hold. Line goes dead. literally 4 calls today from 9am until midday still no progress made.
How can this be acceptable. Its not optional for me to not pay tax. However its optional for HMRC if they can be bothered to pay back any money that has been unfairly taxed.

I was daunted when i read the reviews from other people. I rang in the morning which is supposed to be the quieter period. After the automated pre-amble, my call was picked up by an operator in less than 2 minutes. They dealt with my initial enquiry and also sorted out a subsequent issue. The whole process took less than 10 minutes from start to finish.

My prediction is that level of 'service' (interesting no response from HMRC to Trustpilot reviews- unlike most decent organisations) will fall even further (but cant get below 1 *) when MTD covers more people. At present, 2024-25 tax year income just above threshold, but KNOW income for 2025-26 will be below, but seems I still have to waste time with new software and submitting quarterly returns. Completely useless and not flexible organisation that has compete contempt for its 'customers' (but CEO being paid nicely thanks, with bizarre bonuses)

I work on computers all day, this is the worst website I have tried to navigate. Please can you get some industry focused UX advisors. Too much jargon, no links to places you need to be and being sent round the site in circles.
If this was a business it would be bust.
Phone lines are not much better, last two calls took over 55 mins to speak to someone, who advised I needed to do it on the website!!!!

HMRCs extra support service is a joke. They'll ask you all kinds of questions about your mental health and additional needs and then simply direct you to set up a payment plan for your tax bill, or tell you to call HMRC. So what exactly is the purpose of the extra support team?

When you do finally get in touch with HMRC the webchat service is not fit for purpose. You'll get a digital advisor which will send you around in loops, they'll say no real advisor is available to assist you.

There is no other way to contact them than by phone. This is NOT accessible and is not acceptable in this day and age for people who can't process information verbally.

Then when you complain they say they'll take up to 30 days to respond.

They're happy to charge a late payment penalty in the meantime though.

Absolute crooks.

The mobile App is useless. I'm due a refund. Clicking on the icon refund does nothing! You can't claim over the phone. But they tell you claiming a refund on line is easy! What a joke. You have to pass their ID check. I tried several times using my passport and selfie. No kept bring up error message. The flashing selfie light brought on a migraine as its intensity was horrific.

I then had to manually enter ID details. Passport, driving licence. After doing all this and filling in bank details it said my refund will take up to 2 weeks to reach my bank account !

I did get thru once,and saved the password,made a payment that was an overpayment by £250 , tried to contact again to info it would not let me ,so clicked in help ,it sent a 6 digit code ,only 4 digits shown as page would only move up and down,would not move left ir right,sent a message they replied they will be in touch in approx 2days,its easier getting into FORTKNOX ,than contacting HMRC.
They must have the same system as the POST OFFICE .
It should have picked up that i have overpaid them by £250 ,do now i will have to wait 20 minutes on the phone at 32p per minute.
In the old days you could visit the tax office & wait in a que to see them face to face,now they hide in fancy buildings and think they are untouchable.

Pointless, useless.

Very Poor Experiance.

On call for (25 Minutes) in waiting which I was put through to a lady which requested the my ID then withing 1 second with NO RESPONSE from me.

She Hanged up the call "Thank you & Good Bye"

I guess another 1 star review.

What happens when the "online services help desk" has technical difficulties??! HMRC is farcical.

Far beyond incompetent.

I've been desperately trying to file an online return but keep getting blocked out of my account. Numerous phone calls but they're clueless when it comes to any kind of assistance, just keep getting passed back and forth between equally unhelpful departments. However, they were all happy to advise me to expect a PENALTY for late payment.
Why should they care, they're public sector... need I say anymore!

Impossible to get through to a real person, the pre-recorded voice leads you round in circles for 10 minutes and then hangs up on you. Absolutely awful experience every time. I can't log in to my account, tried calling, and the AI voice hung up on me 3 times! I still haven't managed to get through to anyone. It's like Squid Game trying to figure out the right thing to say otherwise you're screwed.

I was on the phone to HMRC for over an hour on Thursday due to them putting me on an incorrect tax code. This has now been sorted out and I am grateful to have finally spoken to someone who seemed to understand the problem. Just one request....can we please have people manning these phone lines who speak English competently? Surely you must have a certain level of English to speak to the general public. I put the call on speaker and neither my husband, nor I, could decipher what the lady/man was trying to say. Luckily we were transferred to a different department where communication was much easier, but please don't make people wait for so long to speak to someone and then find you can't understand a word!!

They only have 1 job to do for me each year and that is pay my tax repayment in a timely manner.

Months and months of ringing them up getting different dates that the payment will be made by. All have passed and still waiting for payment.

Utterly useless.

Went to file my self assessment today.
To find out that they no longer recognise my id and password or my email address.
Made several calls throughout the day with no avail then when I did get through the automated service told me that cant provid me with them over the phone, and the website wont help either. Currently waiting for technical services to reply with someone to help sort this mess out.

One star is far too generous.

I had an issue with HMRC which I had to take to the ombudsman. My complaint was “ investigated “ and they found in favour of HMRC.

As I had been originally been lied to this only confirms that HMRC can get away with dishonesty which is condoned. What chance do we ordinary folks have?