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Posted Fri, 10 Jun 2022 07:34:02 GMT by YK
Hello, I cannot check my income tax since my first job in UK in 2019. I started to report that since 2 years ago (2020) but no one can tell the reason. After multiple calls, requests and sending letters to HMRC office, in Jan 2022 in my the 10th or more call, I was finally told that I have two NI records, one was a temporary number because I started my first job before I got my NINO. And that’s why I can’t see the tax records. What I do is need to merge my records and the issue will never happen again. I was so happy thinking that the issue struggled me 2 years can finally be fixed. However the real nightmare started. After this call which tell I have to merge my tax records, I can never ever login to my HMRC online account anymore in more than half year ago. I start to get MCI issue when I login. I called so many times in these years and months but my account is still not resolved, every time I have to wait for months, again and again! Every time the staff I connected to told me there will be some guy call me back to fix my MCI issue, but every time there is no reply! NO! NOTHING! It’s like everything is in the blackhole! And last week was the forth time this year that I spent for hours to wait for HMRC hotline and left my contact number again, then they told me that I have to wait to July! To be honest I have reported my tax account issue for more than 2 years. I keep calling or sending letter to HMRC since 2020 and every time I have to wait several months. But my issue was never get fixed and no one is getting back to me, I think it is very annoying because I have to keep chasing. I just want to check my record online and I have done everything that I can do. May I know what really can help me to fix my account? I can’t believe that reading records online is so complicated. I can't even make complaint on HMRC because my online account is totally useless. Please help me for my online account.
Posted Fri, 10 Jun 2022 15:12:44 GMT by HMRC Admin 2

Sorry we are unable to access customer accounts on this forum.

You will need to contact the helpline for advice.

Contact HMRC

Thank you.
Posted Tue, 25 Oct 2022 09:47:07 GMT by Cristina Cucus
Hi YK, Im facing same issue, wrote complain to HMRC and still no answer. Its been more than a year I cannot access my online account all the transfers from current employer are recorded on temporary NINO, called HMRC multiple times, every time have been told wait another 1-2 month again and again. All the correspondence from HMRC is going to online account which I cannot access. I can only see the notification via email that you have new correspondence. My tax return is late for submission since Jan 22 and soon will be the second. Probable have been charged penalties for late submission as HMRC doesn't miss the opportunity to automatically charge you all the penalties despite issue being on their side. They told me that merges takes time but nobody is says how much 1, 2, 5 years? Suffering from an issue created by HMRC, why you don't spend 5 minutes to check if the person has NINO rather issue a new one so than you need years to merge those 2 accounts. It is definitely a big issue in their processes and internal controls. AT the end has your issue been resolved or still outstanding?
Posted Tue, 03 Jan 2023 15:30:51 GMT by Ben Isaacs
Has anyone ever got this resolved? I've overpaying by nearly £400 each month. HMRC says they are fixing it but it's been 6 months. I call every day but can't get through. Like others my online account is locked because of it.
Posted Thu, 05 Jan 2023 16:04:54 GMT by Gerald
Hi Everyone, The reply from HMRC above is very frustrating… I have the exact same journey as YK and get to merge record and the MCI error back a month ago (Dec 2022), Looks like there is a long way to go to get it resolved. 

[Post amended - Admin]
Posted Fri, 06 Jan 2023 11:18:05 GMT by chingman
Hi, Same here. I have got the same issue. Have anyone got this problem?
Posted Sat, 07 Jan 2023 00:22:17 GMT by neven_uk_78
I have absolutely same problem, calling HMRC multiple times and every time they tell me will be fix in next few months and still problem not fixed after about a year. I don't now what to do any more, is it HMRC don't care for online services? I am very close to the idea to close my HMRC online account, It's absolutely useless
Posted Wed, 25 Jan 2023 18:12:02 GMT by Flavio Cadete
Had same "MCI issue" 2 years ago, after lot of calls and sending information via mail I got my account blocked... only to get again the same issue 1 year later.
Posted Thu, 26 Jan 2023 19:15:32 GMT by Irene Kayleigh Burgess
I have had the same issue for a year. Every time I call told will be fixed within 2 months. Called again today after calling Dec 7th last year and being told sorted by mid January and now told still not done - will send in new request - will be sorted out 2nd March! I reach retirement age in May and have a few missing years of NIS - even phoning the relevant departments doesn't help as the see the MCI and say that I cannot be given information. If it reaches April 1st I cannot ever change anything!!!
Posted Tue, 07 Feb 2023 13:10:44 GMT by Gerald
I solved it!! Tried to share it in my last post but failed All I can say is writing is more effective than calling Find a website that helps writing to them
Posted Tue, 14 Feb 2023 19:33:44 GMT by Gerald
Update to my last comment: It worked for a day or two and I was able to view my PAYE details. And then my PAYE section was gone. Then, called the hotline and they suggested that I use the “is this page working properly?” link after sign in to get technical team to help. The next day, I received an email reply and it was due to I didn’t have an initial tax code in my account. Called the hotline again and they resolved it during the call. Now, my account works!!

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