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Broken IRS

February 25, 2016

There is a serious problem with calling the IRS.  The waits are untenable – hour long waits are not unusual, neither are disconnected calls after hanging on for 15 minutes to a half-hour forcing you to start over.  Further, while taxpayers are directed to call specific phone numbers, many times, the person answering the phone is not qualified or able to handle the matter and they have to connect you to someone else (where it is also not a given that they can handle the issue.)  Phone calls of over two hours to have a matter resolved or question handled is not unusual.

The IRS is a revenue generating organization and any lack of user-friendly customer service either will delay revenue collection or cause additional problems costing more time and delays to resolve and collect tax payments.

The only solution I can offer is to immediately respond by certified mail with any questions or incorrect notices when the matter can be resolved that way.  If you must call, use a speaker phone and have something else to do while you wait and be patient and call back when you get disconnected.  I know it is frustrating, but it is likely to be equally upsetting to the IRS agent on the other end of the call and it will accomplish nothing to get nasty to them – they are only doing their job working under incompetent managers in a broken system.

One Comment leave one →
  1. Nicholas H Troiano permalink
    February 27, 2016 4:05 am

    Very true about the IRS. The state of New Jersey is on the same track, though not as bad.

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