Does anyone actually answer the phones and resolve complaints?

I have been trying to get a NI issue resolved all year now, and have tried many many times to call. Nobody ever answers the phone, and more often than not the telephone systems hangup the call before I get to speak to anyone. I have raised an online complaint, and (since January) 4 chase up complaints. The original complaint remains unresolved and the other follow ups have all been marked "completed" but with no action taken. Nobody from HMRC has called me. Nobody has emailed me. They are all ignoring my letters and calls. If I did this, I would receive a large fine, so why does HMRC think it appropriate to treat us in this way? Anyone else have a similar experience, or has anyone actually been able to get through?

Hi,
Unfortunately we cannot resolve your specific complaint via this Forum.  
We are sorry that you are having so much difficulty trying to speak to one of our NI Helpline advisers.
 It has been an extremely busy period on NI for the last few months.  The lines are beginning to ease now and the best times to ring are between 8am -10am – Monday to Friday, although we are open until 6pm.  
Please continue to contact NI Helpline on 0300 200 3500.  
We have recently taken on more Complaints Handlers and have a new system for recording and managing Complaints.  
We are working hard to clear the backlog of Complaints.  
We are sorry that I cannot be more specific for your complaints via this Forum.
Thank you.

I had never intended for you to respond to my query here. I am simply pointing out to anyone who listens, either within hmrc or without, just how broken your service is right now. It isn't just the last few months, it is this entire year to date. Its way overdue that Government departments such as this SORT THEMSELVES OUT. The pandemic is over. You no longer have an excuse for such poor service, yet here we are. I'm complaining and you're making excuses. As it turns out, my call was eventually answered. The agent i spoke to had no idea why my complaint, dated back in February, had been ignored. He did arrange for a call back from his manager "within the next couple of days". A callback which has so far failed to arrive. Why am I not surprised. I want to be clear on one thing though. I will be charging hmrc for my time. After all, you'd fine me if I ignored all your letters for 6 months, so why should we not start charging you for all the extra time and effort we have to put in, just to get a simple error corrected.