HMRC fury as accountant struggles to sort tax code issue with helpline stuck on hold
The tax expert receives income from several sources but was on the wrong tax code.
An accountant familiar with the tax system spoke of their frustration with HMRC as they struggled to correct their incorrect tax code.
The woman contacted the tax authority this morning [April 25] over X after spending five minutes making no progress on the 0300 200 3300 helpline.
She said she had supplied their National Insurance number, date of birth and postcode but had been told there were "techincal difficulties" meaning her call couldn't be answered.
The frustrated customer asked the group when she should call back. A representative asked what she needed help with, and she replied: "It is regarding my tax code.
"I am an accountant myself and, believe you me, if I could go online and sort it I would. When will I be able to speak to a human please?"
She was told that HRMC would "get the service back up and running as soon as possible".
The accountant was not happy with this vague answer and asked: "Are you able to be a bit more specific please? Will it be later today, this week, this month? Is there anyway I can check before I set aside time to phone?"
The representative then encouraged her to try again on the phone, as "there is currently no issues with the helpline".
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The persistent user tried again but then after another five-minute wait, she was told "we can't deal with your call at the moment".
HMRC then said simply "Please try again later", with the customer again asking for clarity: "Later today? Later tomorrow? Later next week?? Please advise."
She was then told to wait until later today as the helpline is open until 6pm. The customer support worker also asked what the issue with her tax code was.
The accountant said: "I receive income from four different sources (including employment) and pay tax under self assessment. My tax code should therefore be BR."
The HMRC advisor then told them: "The system automatically generates a tax code to give personal allowances to your main source of income."
She responded: "As an accountant, I am entirely aware of how the system works. My main source of income is not from my employment hence the reason why my Tax code should be BR."
HMRC then delivered the unhappy news that the "quickest way" to get this issue sorted would indeed be over the helpline.
The group said she could also write to the tax body about the issue, addressed to: Pay As You Earn and Self Assessment, HM Revenue and Customs, BX9 1AS, United Kingdom.
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