Ironic? Comedic? Unbelievable? That’s HMRC!

by Paula Dean

Anyone who read my blog post of the 19th Nov 2008 (scroll down) might remember that I was ranting about HMRC responding to a letter they clearly hadn’t read! Well, guess how they followed that up?

The other evening we were filming with 'Dispatches' (they haven’t told us to keep schtum, so I’m not) at my house. Present were me and Sarah and a local TCC member; Dave, plus the presenter, producer and 3 crew members, so it was a little chaotic and noisy while we got set up.

During all the furniture rearranging etc. the phone rang. It was HMRC. There was so much chaos going on while I answered the phone that it took me a while to work out what the hell they were ringing about. (There was a quick panic as the TV crew tried to decide whether to film this or not, but in the end they didn’t). It turns out the caller wanted to discuss my complaint (into the fact that that they hadn’t read my previous complaint before responding). There was something funny about the way that he was picking his words so I immediately got suspicious and asked why exactly he was calling.

He said he wanted to ‘clarify’ the content of my letter. I asked what was to clarify, and he again, being evasive, said something like ‘the nature of the complaint’. And that’s when it hit me. I asked him if he had actually seen my complaint letter, to which he tried to avoid answering clearly, but he eventually admitted he hadn’t! He hadn’t even seen the letter he was supposed to be following up!!!! So I gave him some argy bargy about how he obviously expected me “to repeat at his will, all I had poured into that letter when I had already explained everything” and asked “how the heck can he follow up a letter he hasn’t seen” and hung up.

I was visibly shaking when I came off the phone I was so angry. For a start, I hate that they ring victims. I can’t say for sure it’s done to put us on the back foot but it certainly does. They have had a chance to prepare when they ring, but we have had no warning and expected to recall instantly all the facts of the matter, despite the many hours of work we have poured into writing it all down and sent to them. When they catch us on the hop they have the advantage of recall and detail over us, and the fact that actually we’re probably busy when they ring. Most of you have told me you hate talking to HMRC on the phone because of all this. That and how intimidating it is.

I have continuously refused to deal with my dispute or related matters over the phone, and have advised many more to do the same. I am dyslexic, but I’m sure it isn’t just dyslexics who have trouble recalling long ago dates, figures and facts at no notice while distracted. If this isn’t a deliberate ploy, then it’s a happy coincidence for HMRC.

As for the tactic of responding to letters they haven’t even read. What is there to say? They won’t read it!

To my mind the sooner we get this system scrapped the better. Asides from the wasteful administrative nightmare, too many brains are being bashed out on brick walls.

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