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Compliance security checks
HMRC has an agenda totally focused on itself. On how to protect itself. Taxpayers are a necessary nuisance – phoning to take up their valuable time.
I am much less seething now I have put the experience on paper. You will see below a note outlining a recent HMRC experience. I spent one and a half hours getting through, and speaking to, the call centre.
What exactly is a ‘compliance security check’? Why is it necessary? Why is this one taking so long (December 22 until now – so far)?
I now have to write again regarding my complaint. Presumably another two-month delay and in the meantime my client has to use their credit card to pay their living expenses.
I have still not had a call back from HMRC. This would be, as [agent 1] says, because their manager could not help me as they are unable to contact the compliance section.
I received an email today as I am sure readers will have, saying not to contact the agent dedicated line between 17 and 26 April as it is HMRC’s busiest time and it will only take self-assessment enquiries.
It urges the use of digital services. It seems to me that the drive to digital is not what is needed. What is needed is ‘a service’ and in order to have ‘a service’ you need people.
If a taxpayer has to phone HMRC to get a repayment – that will cost them time and money. I was told HMRC lines are secure but to give bank details over the phone or online is worrying. Why does the return ask for bank details if they will not be used?
These lengthy delays in answering calls and mail are down to a lack of people. HMRC continues to dream up schemes like this repayment one. Someone in a back room (hiding – like compliance) will no doubt be given a promotion.
What HMRC is doing in this case is frankly inhuman. There is a drive to keep interaction with taxpayers to a minimum.
Does anyone out there have a suggestion as to how my client could get their refund?
Does anyone out there have a secret code to penetrate the inner compliance sanctum?
– Tired and weary.
Note of recent HMRC experience
I called HMRC’s call centre in Manchester and spoke to [agent 1]. I explained I had called the Manchester offices two days previously (spoke to agent 2) and was advised that my letter of 16 March 23 would not be answered before May. I said this was not acceptable and that my client is experiencing financial hardship. I asked agent 2 to escalate my complaint. They said they would speak to their manager and someone would call me back.
Agent 1 advised me that there is a new system of dealing with refunds. Even if the bank details are in the tax return the client has to ‘go online’ and go through a security check or to phone HMRC and go through a security check. They could then give bank details over the phone. The agent assured me that the phone lines were secure.
The thinking behind this new system is that some agents are claiming refunds that should go to the client and that taxpayers enter wrong bank details in the tax return. HMRC wants to make refunds more secure.
I said I understood all of that. I did not agree with it, but I understood. I said my client has been waiting on his refund since December. The agent said the compliance section had a security check on the refund since December. I again stressed the financial hardship of my client.
I asked why no one had called me. I asked the agent to get someone to escalate the complaint and to call me. This delay was not acceptable. They said that even if they spoke to their manager they would not be able to contact compliance. They do not even have a phone number for them. My letter of 16 March just had to wait in line! They have procedures to follow and they are rigorously adhered to. I said I realised the agent is just doing what the procedures dictate, but could I appeal to their humanity and try to understand the difficulties my client is facing.
HMRC has methods in place if someone is struggling to pay tax. Why can’t HMRC exercise those methods in this case? My client is owed a considerable refund. He has gone into debt. How would the HMRC agent feel if it were them? They said they would try to speak to their manager but said a call back to me would take two days.
This is the long Easter weekend so more time wasted. I advised the agent that I will be on holiday from 13 to 25 April.
