A Hayes

I am suffering emotional and medical difficulties and need to contact a real person at HMRC. The phone agents tell you they will help and people will make contact but then don't follow up. I'm on hold for more than an hour for each time just to end up in the same predicament. Interest on my account is supposed to be on hold due to hardship and an operative is supposed to be sending out documents that have never materialised. All I keep getting is more and more charges. Why is it so difficult to sort issues? Do I need to go through a solicitor and make a formal complaint? Is there anyone in HMRC that deals with cases that don't fit a standard profile?