The almighty struggle to resolve a tax problem via the HMRC helpline

SIR – I am a self-employed consultant and my time is my income. I have the problem of holding two so-called unique taxpayer reference numbers with HMRC.

As my tax has been assessed on one and paid on the other, I receive weekly messages from HMRC to pay my outstanding tax bill. Despite multiple phone calls, I still have not resolved the problem. Last Friday afternoon, I had yet another letter of demand and I tried, yet again, to call HMRC to explain, but now it says it is too busy to accept a call.

I would like to know whether our tax service has been reduced to a four-day working week.

Charlie Clarke Cheltenham, Gloucestershire

SIR – I received a cheque as my late brother had overpaid tax. When I tried to bank this, it was returned as HMRC had cancelled it.

I phoned HMRC (40-minute hold) and was told there was an error and the cheque would be reissued. Some time later I called again (30-minute hold) and was told somone was reading my notes. After I was left on hold for 10 minutes more in silence, the call was cut off. I finally called again (45-minute hold). I was told that I would need to write in and make a complaint, which I did. I’m still waiting for a reply.

Norma Frier Buckley, Flintshire

SIR – When I received the first three letters from HMRC – each identical except for the date, telling me that I owed £483.80 – I smiled indulgently. Seven weeks later, I have received 30 letters, each with a Netherlands postmark and accompanied by two sets of explanatory notes.

I know I should respond but my last letter, over a year ago, is still due a reply. Perhaps the letters will simply stop when HMRC has spent the amount I owe on paper and postage.

Brian Walters Auvernier, Neuchâtel, Switzerland

SIR – The inability of HMRC to cope with inquiries is not just symptomatic of inefficiency; it also proves that our tax system is too complex. The solution to both problems is a massive simplification of tax.

Will Simmonds Hook Norton, Oxfordshire

SIR – While it may be an admirable British trait to wait patiently in a queue, if one could otherwise be doing something useful or productive it is an abhorrent waste of time. In this respect, most government departments such as HMRC treat their callers with contempt.

Our local water company has a brilliant system called automatic customer call-back, which means that you do not have to sit for hours on the phone. The system calls you back automatically as soon as you reach the front of the queue. It should be made mandatory for other companies.

Malcolm Bailey Radlett, Hertfordshire