HMRC under fire over tax code issue and taxpayers demand 'be more specific'

HMRC has come under fire after an accountant struggled to sort a tax code issue with the helpline stuck on hold. A taxpayer reached out over Twitter/X and asked: "@HMRCcustomers I have just spent over 5 minutes on the phone (0300 200 3300) listening to recorded messages, supplied my NINO, DOB & postcode only to be told that, due to technical difficulties, my call couldn't be answered.

"When do you suggest I call back?" HMRC customer support wrote back and said: "Hi, sorry you've been unable to get through because of the issue on our helpline. Could you tell me what you'd like our advisers o help you with please? Martin"

"It is regarding my Tax Code. I am an accountant myself and, believe you me, if I could go online & sort it I would. When will I be able to speak to a human please?" the initial Twitter/X user wrote on the social media platform in response.

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HMRC said: "Sorry for any inconvenience caused to you by this. We'll get the service back up and running soon as possible." They then 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?"

HMRC then said: "There is currently no issues with the helpline, if you'd like to call it back again. Martin" But she said: "Another 5 minutes to be told "Sorry we can't deal with your call at the moment...." Now what?" HMRC said: "Please try again later."

"Later today, the helpline is open today until 6pm. Can you please tell me what it is about your tax code that you are wanting to talk about?" HMRC then asked. It added: "The system automatically generates a tax code to give personal allowances to your main source of income.

"Sorry Julie, the quickest way to get this amended would be over the helpline on 0300 200 3300. You would need to keep trying to get through I'm afraid. The alternative is to write to us to the following address: Pay As You Earn and Self Assessment HM Revenue and Customs BX9 1/2."