I got through on the phone, but.....
A few years ago, suffering from side effects to medication that were killing my brain; I reached out to HMRC for help, as I couldnt think straight and needed help with my tax returns; online and emails were ignored for months, so I tried calling, I got through several times, and each time was promised help would be provided - but nothing ever came of it; by this time, I was racking up huge fines for not filing my returns.
In desperation, I POSTED A LETTER.
I had HMRC on the phone, talking to me and making an appointment to meet a real live person at a location near where I lived; when he realised I couldn't even retain single digit numbers read out to me to write down, and that I was in need of serious help, he completed the forms for me; got the fines dropped on the spot; and made notes on my account detailing my issues.
That meant HMRC knew I was suffering from a serious medical condition nearly a YEAR before the NHS, as my doctors were ignoring my symptoms.
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My doctors finally took notice when I went blind.
Treatment restored my eyesight and reversed much of the brain damage, however I have large gaps in my memory, nerve damage and still have random issues retaining new information.
Stay safe everyone.