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.

Hi 

I'm sorry to hear of the issues you've experienced, and the concern caused.
If you have confirmation that you've submitted the returns correctly, but we've written to you to confirm that we haven't received them, there could be a technical issue receiving your returns on our systems.
Please contact our Online Services Helpdesk on 0300 200 3600 . When we've resolved this issue for you, please contact our Self Assessment team by webchat or post via Self Assessment: general enquiries for more advice on any penalties present.

Thank you

Hello, I am having exactly the same problem. Filled my return on time with proof that I did it. Next I got a penalty letter fir nit doing it in time, which is incorrect. Called , which cost me £12 which I think is VERY unfair and the person agreed with me. Next I get a fine for £300 for the same thing. Again I on hold that it costing me a lot of money. I despair as I do not know what to do. Nobody answers to my letters. Any help will be much appreciated. Thank you.

Hi Peter Havas

I am sorry for the delay in processing your penalty appeal, and for the emergence of more penalties.
Contact us by webchat via Self Assessment: general enquiries
and we can confirm if these penalties are appropriate, and confirm the progress of your appeal. 

Thank you

Hello, I have attempted to resolve my tax code issue multiple times by phone, but I've encountered ongoing difficulties. Either my call is disconnected after holding for 30 minutes, or I’m directed to a voicemail stating the number is temporarily out of service, which has now persisted for six months without resolution. Could you please provide me with an alternative phone number or email address to reach someone directly? I’ve been overpaying taxes since starting my new job two years ago, and I am now being told I owe HMRC over £300, despite my tax code not being updated.

Hi, As I live abroad and am not double taxed, the profit from my small rental property in the UK has never gone above the income tax threshold and so I have not had to pay income tax in the past. However, this year I received a letter asking me to pay 934 GBP. This is obviously a mistake. I have called the +441619319070 four times now but to no avail. Twice I was waiting for over 45 minutes and one of those time was just hung up on. Another time I was eventually told, after waiting for 40 mins or so, to go and fill out a NR1 form, but I have already done that and the non-resident landlords department have confirmed that there are no problems at that end. Another time I called and was passed about from person to person for over 40 minutes, with nobody knowing why I am being asked to pay tax. In fact, nobody really seemed to understand what was happening or know anything about tax! They ended with basically sayign sorry and trying to fob me off to a different department. What is happening here? I really just need to talk to someone to have the tax calculation changed or to see if the self-assessment was incorrect, but it seems there are no channels to do so. I am very disappointed with what I am experiencing.

Hi Martha Bourke,
You can see all of our contact details here:
Contact HMRC
Thank you.