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Customer service chaos hits HMRC as thousands of taxpayers are owed refunds

Customer service chaos has engulfed HM Revenue and Customs leaving thousands of taxpayers waiting months for refunds.

Many others are being chased by debt collection agencies and threatened with fines as HMRC struggles to handle a backlog of claims with fewer staff.

HMRC’s annual report for the last tax year shows one in five calls from the public go unanswered.

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And, on average, taxpayers can wait more than 12 minutes before calls are picked up.

Last week, anyone asking a question about a tax rebate was told to expect a reply by June 2nd, 2022.

The reports also reveals more than a third of letters are not answered within 15 days.

And 30 per cent of online forms are not looked at for seven days.

HMRC staff are still only at their office work desk one day a week.

HMRC admits that its poor customer service risks “not fulfilling the ambition to be a trusted, modern tax and customs department”.

 

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