I am sorry that some of you have had a bad experience when talking to HMRC. I have not worked for them but I have worked for Housing Benefit. Some of my colleagues just did not seem to want to help our customers/clients. I don't know why people do the job if they get no pleasure from a satisfactory conclusion to an enquiry. It can be very satisfying to help someone get what they are entitled to, or to give someone an answer that they accept as fair.
Sometimes the callers can be quite aggressive though, perhaps because they are nervous.
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