Hmrc Arvostelua 2 804

Shocking experience- total incompetence from a number of call handlers. Had to ring (wasting at least 4hrs over 2 days!) to receive different information from at least 7 advisors. One hand doesn’t know what the other is doing !!! Finally got some answers (I think!) …. From a very cheeky, ignorant advisor who deemed it necessary to use the F Word because his calculator was not working. Then thought it was ideal to comment on my income sarcastically saying that I am much better off than him without having any inkling as to my personal circumstances. Unprofessional, rude and entitled springs to mind. Any other business would dismiss an employee that behaved this way.

If I could give no stars I would- trying to get into HMRC app is impossible due to continually asking for information which then requires restarting the app

HMRC pathetic service - double-taxed for interest that I already settled in full in March 2026. Despite this payment, my tax code was adjusted in April to collect the same amount again, and your phone advisors have been unable to locate my payment or resolve the error. Due to high risk of unresolved fraudulent activity, I soley refused to give my personal bank details over the phone to advisors who cannot rectify a clear administrative discrepancy. It is incredibly frustrating that HMRC’s customer service has failed to address this simple query. I request that you immediately locate my payment, correct my tax code, and refund the money that is currently being wrongly deducted from my wages.

HMRC is as incompetent as every other corner of the civil service. They lie, the do not deliver on promises, you get inconsistent stories, and they cannot give back the money they owe us.

Politicians and those at the top of the civil service need to wake up as a matter of urgency. The public are being asked to pay ridiculous taxes for services that do not work. Hundreds of thousands of people employed to deliver incompetence. It is no longer fair to expect citizens to pay taxes at the rates they are paying them when the state is so deeply incompetent and consistently causes us citizens harm as a result. The problems are wholesale across the state.

Shocking Customer service .

Requested 3 times for SA302 and tax overview to be posted so far haven't receive it yet, 2 twice someone out the phone down to me after 40 min waiting on the line , she can't be arsed to answer my questions and investigated.
Shocking
I am surprised there is no one there to check how those agent behaving over the phone.

If you owe penny to HMRC they will get back to you by phone , email , right to outside your door

Paid my tax due on interest in December. In February they sent a tax code to collect the tax, again!
After numerous phone calls telling me that the money went to the wrong department, they are now deducting the money from me again.
What is the point of phoning them if they do not deal with the query? How much of our tax payers money is spent on paying wages to do nothing but talk. If you phone up with a query it should be sorted there and then.
There is nowhere we can go to sort problems out. HMRC customer service needs to be looked at. It is very frustrating.
I cannot go online because there was a fraudulent activity on my account a year ago and it is still not sorted out.

Trying to find out how much I have tax I have already paid .HMRC sight unbelievable to get into, finally they want a photograph to prove it’s me! Won’t accept it, so after all the time its take. To put in my ID I have to close it down.
Trying to pay my tax but a very unhelpful site to work with.

When you file tax return late they will fine you for every single day you’re late. But when come to return overpayment it’s takes ages . They won’t replay on complaints, you can see when will you get your money back . Online chat is useless, customer service is poor. Unfortunately they know that nothing can be done with the system , and clearly they do not care how many stars they are given , there is no alternative

Their website is atrocious. The information they give is cryptic. Nothing works as im being told it does. Waiting on the phone to actually speak to a human is soul destroying. I have seen more capability from a dead squirrel.

They over assessed me by over £2500 following a tax check. Even though, I have supplied all the evidence and correct figures to prove this, Stephen Jones the complaints investigator has refused to refund me money which is not due to HMRC. Extremely concerning that I have to now take it to a tribunal to attempt to retrieve my own hard earned money.

First off you should be able to give zero or even minus stars. What a complete waste of time and our money this system is. Totally not fit for purpose. You wait for ages 45 minutes for a human to answer, you then get a very quietly spoken person with a foreign accent you can't hear or understand. You explain your problem, don't get any real help, just told to fill in a certain form and wait 30 days for a response, 30 bloody days, But THEY Take the wrong tax off you immediately. And then after they've fobbed you off and sent you on your way, you find out it's the wrong form information they have given you. I have just wasted a whole morning with these clowns. This is our tax money they are using to provide this incompetence, we should be able to backcharge HMRC for our time and frustrations they heap on us. The big problem is there is no one else to go to , to try and get their incompetence put right. P.s. had to put Richard as it wouldn't accept the name we know him by. Laughable isn't it?

Thank you Gemma, you were absolutely amazing and got everything sorted with no issues, I highly recommend and thank you again for your services

Extremely incompetent!

I've been desperately trying to file an online tax return, but my account keeps showing an error. Today is day 58 of trying to deal with it (emails and phone), and I've had no luck. They're completely ignoring it and not taking it seriously. At this point, I'm afraid for all our private data, as the GOC.UK HMRC Digital Technical Support Team clearly doesn't know what they're doing or how to fix a small error.

I've made 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.

The lack of helpfulness and proper assistance is frustrating, and it feels like my concerns aren't taken seriously. The service appears unprofessional and indifferent.

They have owed me £1700 since Jan 2025. They refuse to give me my money

Who is employing the people on HMRC call centre. 3 different phone calls to ask about tax advice on my pension. 3 totally conflicting answers. Totally unprofessional staff, inept at their jobs, appalling. Its so frightening to think we are having to rely on this dreadful level of incompetency for our incomes. Poor vulnerable sods like us are at the mercy of this broken system , while the rich get richer and escape to tax exile countries 😢

I Needed to change my mobile number so i can receive my self assessment access code i explained that i could not provide 2 forms of ID online to be able to change it myself because i have mislaid my Passport but had my driving licence. I got past around like pass the parcel to different numbers each one telling me that 'This department will be able to help you' which they did not. Each time i had to ring a different number the waiting time to speak to someone was crazy and all in all yesterday i spent over 3 hours trying to get any sense out of em only to be told the only way i could file my returns without logging into my online account would be to have a paper version sent out to me and for me to return it by post but to get that sorted was yet another different number but by then it was past 5pm and that department was closed so i have to go through a no doubt long waiting game again tomorrow. Totally disgusting i aint looking forward to my phone bill. They have enough of my personal details to be able to change my mobile number their end so i can just log in an get it done.

Very poor customer service staff ring the 35 minutes to speak to someone ask them the question which your enquiring about all you get is people who have not got a clue as to what they are talking about and whrn you challenge them they then say oh mr so and so you have an attitude and hang up on you these jokers need to be sacked

24/4/26 Rang @ 08:24. Useless auto BOT at start followed by numerous recorded messages. Susan answered at 09:01 stating very happily that a 37 minute wait time is good !!! > put on hold @ 09:02 with no follow up, followed by a message at 09:09 saying " thanks for calling, goodbye " Infuriating and as crap and useless as always

I called and spoke to Sonia today and would like to thank this lady for explaining to me in detail the reason for my call (not to divugle). She was so pleasant to speak to and fully explained where I had been going clearly wrong with my submissions! This lady should be training other staff possibly, she has saved me great hassle that I know I would have come up against in the future.
By the way, I have never had bad service from HMRC staff, I know they are dealing with a mass of customers and that is overlooked by the G. Public.
An Agent

Just trying to pay a £125 bill.
Impossible to use the absolutely terrible web site.
No wonder hmrc are so badly hated