Why don't HMRC answer their phones

I am using this forum in desperation to address a concerning issue regarding the recent letters I have received for late payment fines on my tax returns for both this year and the previous one. Upon receiving these notices, I was astonished, as I have clear evidence demonstrating that I submitted both returns and made timely payments. I have made numerous attempts to rectify this matter by contacting your department via phone calls, only to face extensive wait times of up to three hours each time. Despite my persistence in calling every week and even sending a letter outlining my situation, I have been unable to connect with a representative to resolve this issue. I want to emphasize that I take my tax obligations seriously and have always ensured timely submission and payment. Enclosed with this letter, I have included copies of the receipts and confirmation emails documenting the submission and payment of both tax returns. These documents should serve as proof that the fines imposed on me are indeed a mistake. I kindly request your prompt attention to this matter and urge you to review my case thoroughly. It is essential that this issue be resolved promptly to avoid any further inconvenience or financial burden on my part. Should you require any further information or documentation from my end, please do not hesitate to contact me at the provided contact information. I appreciate your prompt assistance in resolving this matter and look forward to receiving confirmation of the correction.

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