"Year not full" has changing years and you cannot seem to speak to anybody?

Hi, I was working self employed from 2018 - 2024 and paying Class 2 NIC's voluntarily to keep up my NI record towards my state pension. For some reason my NI record in my online records was showing Year not full for 2023-24 so I made a query about a two years ago as to why. Reason given by customer advisor was it takes time for self assessment team to pass the Class 2 NIC money onto the relevant department (not sure why as it all electronic funds that can be passed in milliseconds?). Anyway roll on a year to May 2024 and for some reason my 2023-24 record changed to "Full Year" but my 2022-23 which was showing "Full Year" changed to "Year not full". So I asked for a print out of my NI records which HMRC sent out on 24 July 2024. After another query I was sent another print out for which I filled in Parts A, B and C with supporting evidence to show my voluntary NIC payments had been made through my self assessment payments for both 2022-23 and 2023-24. This was sent registered post which someone signed for a BX91AN on 3rd November 2024. I still haven't heard back from the investigations team as to why my records are not accurate and trying to phone is not working as I just keep getting put on hold and then being cut off after listening to the "we are trying to put you through to an advisor message" for over an hour each time. The online BOT says you have to ring, you ring and nobody answers. Really would appreciate someone from HMRC advising me on how to go forward on this as sending in evidence and hearing nothing back after four months and then not being able to talk to someone where do I go next?? Please make this a formal complaint too.

Hi,
Self employment services are currently dealing with work from 18 February 2024 and are currently running a 52 week timescale for correspondence to be worked. However if you need this dealt with urgently as this is effecting a benefit claim or if you are within 6 months or over State Pension age, we would advise you to contact us.
We apologise for the current wait times on the phone lines, during this busy time of year we are receiving a high volume of calls, we are currently trying our best to reduce the long wait times, the quietest time of day for contacting the helpline is the first and last hour the lines are open, between 8-9am and 5-6pm. However if you are unable to call at these times, an alternative to contacting us via telephone is our customer webchat. 
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If you wish to make a complaint then you can follow the link below:
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Thank you.
 

Thanks very much for this question and answer :)

Thanks for update. It is a shame a government department on behalf the government cannot provide a reasonable service to the citizens they are supposed to support and care for. A wait time of over a year is very disappointing when it concerns your future planning and I hope the government are looking into why this has allowed to happen. I would hope you make every effort to make it clear to people that hen they sends forms for an investigation to take place on the NI contributions you remove the 8 week turnaround claim on the forms and be open and honest that it will be over a year before you actually will get a response from HMRC which will resolve the query asked. This is concerning a matter that is over two years in the making and thus again it is very frustrating that a government body cannot work more efficiently, particularly in a digital world where money transfers can happen in milliseconds and communications can equally be as quick. I will have to follow up this query with a complaint as I think roughly two years to get things right is long enough and to wait up to another year before I get a response to my previous enquiries and submission of forms you asked for is frankly ridiculous.

After making a formal complaint to HMRC I am pleased to say this issue has been resolved satisfactorily and in a reasonable time frame, thank you.