Hello all

I called the alternative number for the tax credit office today and was told that I must not use that number to call them, and that they have put a note on my file to say that they will not accept my call if i use it again. I said I thought this wasn't legal and that they must provide me with an alternative but we got into an argument as she was adamant that she didnt have to do any such thing, and I had to call the 0845 number or nothing. Can you tell me if she is correct please?
I have used this number several times before without any problems.
Thank you in advance

ah sorry, i called 01355 359007, which I had obtained from the site a while ago and stored in my phone. I have called it without trouble several times before 

If this nonsense continues, should we not be encouraging people to ring at weekends and/or evenings, when calls to 0845 are free in most call packages? This means the Government will need more workers on weekend and evening shifts, probably at a higher price.

OK, I had issues getting through to the TC line.  Here is my letter to my MP:

I recently had cause to ring the tax credit helpline on 0845 3003900.

Yesterday, I made several telephone calls, only to be told via a
recording that they were too busy, and please would I call back later.

Today, I rang several times, the last time I actually got through to a
queue, which then gave me engaged tone!

Each phone call to this 0845 number costs a significant amount of money
compared to calls to 01, 02 and 03 numbers. Calls from mobiles to 0845
are specifically very expensive and are never included in call
bundles/allowances.  See
See http://www.direct.gov.uk/en/Hl1/help/dg_173539 for further details.


I went to the 'saynoto0870' website, looked up a listing for the Tax
Credit office, which has a geographic number of 01355 359007, and rang
this instead. I immediately got through to a very helpful person but
they asked if I was calling from the UK. When I said yes, I was calling
from the UK, they told me they could not discuss anything and told me to
ring the 0845 number.

This happened twice.  I then rang them back using a French VoIP service
which I have, so that the phone call appeared to be originating from
France. Without asking me to confirm my geographic location, they
immediately answered my questions and dealt with my case helpfully and
efficiently without further ado.

This kind of discrimination is staggering, and I would welcome your
comments on this.  Is it in fact legal for a government department to
discriminate based on the caller ID of the phone number I am calling
from, or my actual location?

On a more general note, I am particularly concerned about the constant
use by government departments of 084x numbers (especially those dealing
with the least well off in society), which are always revenue generating
for the telephone companies concerned, and frequently revenue generating
for the users of the number. In this case, HMRC, NHS etc.

I would be very grateful if you would do what you can in your new
position in goverment to mandate the use of geographic numbers in all
public-facing departments.

Where intelligent call routing is required, 03xx numbers are available
for this purpose (which have to be included in all call bundles, mobile
and fixed, by OFCOM mandate), so that there is never a need to use
expensive 08 numbers.  DVLA, OFCOM are already using 03xx numbers and I
see no reason why HMRC, NHS and others cannot do likewise.

Looking forward to hearing from you in due course

I am pleased to have resolved some misunderstanding about the use of the "international numbers", although I am disappointed and furious at what I have learned. Harder minded friends are free to crow at my need to abandon my generous approach.

I today called "01355 359007". After waiting about 7 minutes I simply asked why this number was only made available to international callers. The helpful agent told me that some overseas callers were unable to dial the 0845 number. I asked if their special number was unavailable to UK callers because it perhaps offered priority to save international callers from waiting too long due to the exceptional expense they may be incurring, or if some different procedure may be involved. I was told that there was no such priority or special treatment offered.

The agent did kindly offer to deal with my enquiry on this one occasion, even though I had called the wrong number, but told me that this offer would never be made to me again. I thanked her, but confirmed that I had only called to ask a general question, which she had answered.

This sadly leaves us to conclude that the only reason for refusing UK calls on the geo numbers is to ensure the benefit of the revenue share. I had hoped that there may be a less wicked explanation, but this is now seen to be denied. I am now ready to launch an all out attack on HMRC for its transparent application of charges for access to benefits and other services.

(It is indeed a shame to be working on stuff like this on a summer's day.)

M3ntal wrote on Jun 7^th, 2010 at 12:36pm:

Hi and welcome to SAYNOTO0870.COM.

I've just tried this a few times with various options and got through either to engaged tone or a message saying that they're busy and then the call is automatically terminated.

Remember that the busy tone you hear is chargeable as their system has answered the call.

Perhaps someone would like to investigate this further with a view to a news story. As well as the premium number, we have the calls that are terminated after selecting relevant options and the time to listen to the menus and associated call costs.


M3ntal wrote on Jun 7^th, 2010 at 12:36pm:

I have updated the database to show this 028 number as the main alternative with a message beside it saying it's the same menu as is on the 0845 number. I've also put a note in red to say that 01355 359007 is reportedly for international callers and won't take calls from the UK.

Dave wrote on Jun 7^th, 2010 at 2:31pm:

Maybe try BBC Watchdog?  I also tried to phone a few local jobcentres to get some advice, and whilst they all used to have geographic numbers which are still listed on most web directories (http://www.google.co.uk/#hl=en&q=leeds+jobcentre+phone+number), they all seem to now lead to an automated message saying "This line is no longer in operation, please call 0845..." or something along those lines.  I tried 3 around my area (Leeds) and they all did this.  It's starting to look like a trend rather than being limited to the tax credits helpline.