HMRC anger at four month ordeal over incorrect self assessment request

A man has slammed the "ridiculous" HMRC process to cancel a self assessment that he has been trying to sort out for four months.

He first contacted the tax body over X on June 18 urging as he had been sent a three-month reminder to send in his self assessment tax return, relating to the previous tax year.

The frustrated man said: "I filed for exception as it’s incorrect three months ago, as I’ve been employed by the same company for over nine years."

A member of the customer service team asked him if he had tried the helpline and he replied to say that he had been told it could not be sorted over the phone and that he would have to apply online.

He added: "I don’t qualify for a self assessment. Someone has used my details to create an account on the HMRC website as well."

In reply to some other questions from HRMC, the man said he had created an online account and that he had let HMRC know he didn't need to send a self assessment, through his Government Gateway account.

HMRC explained the process. The group said: "Once you’ve told us, we’ll check your details.

"If needed, we’ll then update our records and cancel the penalty. Unfortunately we're not able to give time by for you here, as requests are being seen to in order of dates we got them."

The man persisted and asked what the current wait time was given he had been waiting three months, but the group said they couldn't say.

He said he had been told he would get a response by April 15, and then asked if it was worth him calling the number on the letter from HMRC.

The representative said: "I'm sorry the form isn't one you can track and trace using your online account or by using our online progress chasing tool to get a timescale for.

"I'd suggest speaking with our advisers by phone or webchat to chase it up if you can."

But the man replied that they wouldn't talk to him about the issue as he kept being told he would have to do it online.

The man then asked which number to call as the 0845 300 3939 number on the letter he had "doesn’t work".

HMRC advised him to call the self assessment team on 0300 200 3310 instead.

The man then got in touch again on July 2, to say his case was "still ongoing".

He said HMRC had promised to write to him from their Liverpool office but he had yet to receive anything.

The frustrated customer said: "This is being ridiculous".

A HRMC representative asked if he had been advised when he would get a reply.

He said: "At this point I literally have no idea what to do. You guys say ring the landline, I ring the number and they literally say they can’t help because it came from your Liverpool office.

"There has to be someone who can speak to me."

HMRC suggested he wait another week before getting in touch again to give time for his case to move forward.

The man patiently waited and then contacted the tax authority a third time today (July 12).

He said: "I t's been another week and still nothing from your Liverpool office. Please advise how I can contact them as this is going on far too long."

HMRC offered their apologies for the lack of response, adding: "You can get in touch with our self assessment advisers to follow this up by phone or using our webchat service. See the link below for details."

They included a link to the 'Self Assessment: general enquiries' page on the Government website.

The man said: "Please re read this conversation. I’ve done this multiple times over the last three months.

"You keep saying it’s form your Liverpool office but they don’t contact me and I can’t speak with them."

HMRC said in response: "Unfortunately, as we don't access records here, to progress chase you'll need to get in touch with our Self assessment helpline or webchat advisers, to let you know of any updates since your referral was sent."

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