The facilities that are available to agents are: to report fraudulent emails and text messages see.
Subsequently an form must be completed for the specific issue and submitted to HMRC.
HMRC I await a response and explanation to your inadequate policies and services.
The agent is entitled to ask questions of the HMRC staff to establish that they are indeed who they say they are.
Any other business would have a winding up order against them.
Virtual Assistant is an automated triage service for web chat.