I ordered a simple custom clearance plus HMRC NOVA service for £95. It started well, enough information received and the amount due was available fast. However, after I made a payment, I started to experience issues. I made an international transfer and it was mainly my fails to use wrong IBAN number. After a couple of days when I got no confirmation from SMC that the amount has been received, I started t query them about the status but the answer was three or four times to give them the exact amount that was credited to the receiver account. I obtained all information I would and sent to them, with no reasonable outcome. After about two weeks of mails going back and forth, I finally told them that I started the investigation via my bank and asked for any confirmation that the money was not received. They forwarded me exactly one mail they managed to send to HMRC, after ten days the payment was made. When I got this mail, I was able to find out the reason for failed payment within 15 minutes and HMRC officer was replying fast and kind. SMC was blaming HMRC for the delay but despite this was mainly my own fault, they kept lying to me that they are "chasing the payment" when in fact they sent one and only mail to HMRC only ten days after I started asking them about the payment status.But it has not ended there. The NOVA thing was not done at all. They kept feeding me with promises for two weeks, saying that it can take up to two weeks. When, after 14 days, I reminded them again, they said "it can take a couple of weeks". I also got a contact number of someone who actually does this customs things for SMC. When I called him, he just kept saying "leave it with me, I will fix it, probably today". This was Wednesday last week. Today is Friday the week after, 10 days later, and I have heard nothing ever since. This does not surprise me for some reason. I called HMRC several times and they were quite friendly and told me that no NOVA notice is found based on the data I can provide. I am very sure SMC and their agent could have done the same but they did not and just kept sending me "wait more time" messages. In total, the customs declaration was submitted on the 6th of April and now it is 13th of May, no NOVA is done, DVLA just denied my application to register the vehicle. Although I partially accept the two weeks initial delay with payment, all the rest is just bad service of SMC. Their "wait more" and "leave it with me" mean nothing at all, it is just air thrilling. I would have done everything myself, faster, cheaper and more efficient.
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