Review Time
Waiting 18 weeks so far for my tax repayment from 2024-2025. Everytime i spend ages waiting on the phone I get told a new date the payment will be made by which never happens.
Complained 2 weeks ago, no reply yet, will wait another 2 weeks then I'm going to the Adjudicator's Office & will involve my local MP.
HMRC are not fit for purpose and need action taken against them at this point.
Beyond terrible. They take an age to answer with most call takers really not having a clue what they are talking about. Very quick to overtax, but not quite so keen to refund. An absolute abomination that needs completly reforming from the bottom up.
Intentional incompetence
Unfortunately, there is hardly anything one can do when overtaxed. This 3.6 Bn overtax is not a mistake, because HMRC usually overestimates an individual's income and is under no obligation to pay it back unless you spend a huge amount of time and get an accountant to help you. Their tax code letters are vague and difficult to understand!!!
Why do they estimate and create all these problems instead of waiting until the end of the year, then tax you accordingly? This is obviously good for the government, so most probably intentional.
Had I not received TWO texts messages from HMRC,I wouldnt have worried. But with so many changes thanks to the Govt I wasn't sure whether I had been affected by changes of legislation. At 80 and ONLY in receipt of pensions-I worried and spent an hour on the phone, and even more on line, because, try as I might, I could not register for access. After a long wait, I got through to a very kind and patient lady who said that IF I AM liable to pay any tax on my income, they would be sending me a LETTER. So why send text messages?
I managed to get through once and saved my password, making a payment that ended up being an overpayment of £250. When I tried to reach out again, I encountered issues; the help section sent a 6-digit code, but only 4 digits were visible since the page wouldn't scroll properly. I sent a message and received a reply stating they would get back to me in about 2 days. It's more challenging to contact them than it is to access a secure facility. They seem to have a similar system to another service that struggles with customer support. It should have recognized my overpayment of £250, and now I’m left waiting 20 minutes on the phone at a cost of 32p per minute. In the past, I could visit the tax office and speak with someone directly, but now they seem to operate from behind closed doors.
I spent 25 minutes on hold. Every year, I endure this tedious process for my elderly father, who isn't equipped to handle requests from the tax authority. He prefers traditional methods and is straightforward. All he wants is a simple bill to settle his dues! Why is that so hard? I was disconnected because I wasn't him! Absolutely unacceptable! Just send him a bill!
I faced significant issues accessing my account. After five calls, I spent over 40 minutes on hold each time, only to be redirected to an online system that didn’t function properly. I attempted to update my phone number, which had been compromised, but the verification questions were irrelevant to me. A customer service representative assured me I would be logged in by Monday, but she seemed unprepared and left me on hold without follow-up until the next day. Additionally, I was spoken to in a condescending manner, being told I was speaking too loudly. After numerous calls and letters, I finally received assistance today to log in. It's astonishing that correcting something as simple as a phone number took over five hours and multiple communications. The system is clearly inadequate and in desperate need of improvement. Why should customers endure lengthy hold times just to resolve tax-related issues? It's utterly ridiculous.
The service is completely unacceptable—truly frustrating and unforgivable. The representatives are rude and will hang up if they become annoyed. The team managing this service really needs to reconsider their approach. I am absolutely fed up with the lack of knowledge and professionalism... perhaps I should make it challenging for them to reach me or engage in a sensible discussion in the future... reflecting their energy back at them.
Terrible experience... absolutely unacceptable, and the representatives are rude, hanging up when they get frustrated. The individuals managing this service need to reassess their approach. I'm fed up with the lack of understanding and efficiency... perhaps I'll make it hard for them to reach me or engage in a sensible dialogue in the future... matching their energy.
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