A HMRC customer who was blocked from their account was frustrated in her efforts to retrieve access using the phone helpline.

The woman contacted the authority over X on March 4 after waiting a week for a call back from the group to resolve the issue.

She said: “Reported a fraudulent email few weeks back and now I’ve been blocked from my account. Called on 26th February 2024 and was given a reference CS2335162 and someone will call me.

“No one contacted me and I’m now 46 minute on hold with help line. Awful experience.”

The customer support asked her which department she was trying to contact and she said she was on the helpline for self assessment.

The frustrated customer said: “Was given the reference CS2335162 and told me someone will contact me to resolve the problem.”

The HMRC representative then asked what the error message was when she was trying to log into her acccount, and she said it was saying her password and account ID could not be reset.

She said she had been told to just wait for the call back but she had never received a call back.

The HMRC team then asked if she had contacted the Online Services helpdesk to try and sort out the problem.

The angry customer then sent them a screengrab of the X thread, fuming: “Just how many time do I need to repeat myself…I phoned the help line and was given the reference CS2335162.

“So far I received two emails to tell me to phone help line. Most frustrating and not in anyway helpful.”

HMRC then responded: “Sorry you haven’t received the call back as expected. For issues regarding online access, I’d recommend contacting the HMRC Online Services Helpdesk.”

The group also provided a link to this webpage with information about technical support for HMRC online services.

HMRC also has an online chat tool on the website where you can ask a question about its online services.

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