HMRC has issued a curious piece of advice if you are trying to contact the tax authority. The issue came to light after a question from a customer about an error around underpaid tax.

The person contacted the group over social media for help. They explained: “I put the wrong payee reference when making a bank transfer for underpaid tax due.

“I cannot find a way on the HMRC to correct this error. I’ve also tried phoning HMRC, but end up going round in circles. Can you help?”

In response, HMRC said that unfortunately they couldn’t provide much immediate help and they would need to stay on the phone. The group said: “Unfortunately due to the nature of your query, you will need to keep trying the helpline as this requires access to internal systems, which we’re not authorised access here.”

They shared a tip about what to say – or rather not what to say – so they could get help over the phone. The group said: “If you stay quiet, the IVR system should put you through to speak with an adviser.”

IVR stands for Interactive Voice Response, a system many organisations use for their phonelines, where you are greeted with a recorded message. You then navigate the system and are put through to the correct department by either pressing something on your keypad or speaking a phrase.

Sometimes a switchboard will give you the option to simply remain silent or not choose from any of the options, and you will then be put through to a person to speak to. Having been given the advice, the customer said they would try doing as HMRC has suggested.

If you have a query about income tax, you can call HMRC on 0300 200 3300. The line is open Monday to Friday from 8am to 6pm.

If you have either paid too much or too little tax by the end of the tax year, which ends on April 5, HMRC will contact you about the issue. The group will either send you a tax calculation letter, also known as a P800, or a simple assessment letter.

This will inform you how you can get your refund or what action to take to pay the amount you owe. You will only be sent one of these letters if you are either employed or are receiving a pension.

Letters are typically sent out between June and March of the following tax year. Alternatively, if you are registered for self assessment, your tax bill will be changed automatically if you have paid the wrong amount of tax.