Unable to get through to CCS dept of HMRC re confirmation of earnings for 30hrs free childcare

Hi There, I hope you can help. I received this CCS message (pasted below) in my childcare account, but every time I try to call the number below I am told the lines are 'too busy' and am cut off every time, rather than being put in a queue. I even called up between the two 'busy' periods indicated on the phone line's recorded message which were between 8am-11am and 4 - 6pm. Please can you advise how I move forward, as you can see there is a deadline of 23th May pending, and I appear to have no way of contacting HMRC. I also never received a call from HMRC as they state at the top of the letter. Many thanks, Susie Dear ...... Thank you for your Free childcare for working parents reconfirmation for ______. We need more information from you to help us decide if you're eligible. We've tried to call you without success, to confirm your partner's employment status and how much they expect to earn in this tax year. What to do now Please call us as soon as possible on 0300 123 4097 and quote CCS to discuss your reconfirmation. When you call, please provide your National Insurance Number so that we can deal with your call more quickly. When you call us, you will hear a number of options. We need you to follow the steps below: Step 1 press 2 for all other enquiries Step 2 press 4 for replying to correspondence you've received Step 3 press 1 for receiving a letter with CCS in the bottom left corner, or have received a secure message in your childcare account If we don't hear from you by 23 May 2024 we'll make a decision based on the information we already have. Yours sincerely Childcare service team

Hi,

Unfortunately, you will need to continue trying to contact our Childcare Service team. 

Childcare Service helpline

Thank you.

I too am having this issue. I know your advice is to "keep trying" however are you in a position to confirm whether or not there actually are any periods during the day when the helpline is accepting calls? I have tried numerous times through the day for the past week and keep getting the same recorded message... it's almost like someone has left the automated message "on"? Please could you check with the department and confirm that there is actually a way when we will be able to get through?

@HMRC Admin 19 I am also having the same issue but I can't even get through to hear the recorded message! I've tried over 200 times over the past 48 hours at different times of the day on 2 different phones, so that's 400 total, to try and get through to the CCS team. It is impossible to get through and not even being able to get into a queue to be heard is completely unacceptable! You should be ashamed at the service, or complete lack thereof, being offered here. You give us a deadline to contact you by to resolve the reconfirmation issues but yet we have no way to actually contact you! Please confirm that your phone number is actually working before responding to this post and that you don't just get a busy tone.