Wasted Hours, No Answers: Why IRS Support Is Failing Taxpayers

Today I tried calling the IRS to try to sort out an issue with a clients payment not posting properly for their 2024 balance due. The client made a payment for the amount the IRS showed was owing (which was off by a few hundred dollars from what was calculated on the return we filed - with no letter or note in the account as to why the amount was different. The IRS is supposed to send a letter detailing any changes or discrepancies, and copies of those letters should be available in the online eservices account but I had the client login and share her screen with me during our meeting and there was nothing there.)

We could see the payment that she made, and even though it was credited back in April to tax year 2024, they are getting bills saying they still owe (even more now with penalties and interest). This is obviously stressful to the client and to myself as the preparer.

I advised the client to try to call to sort it out, but of course she couldn't get through to anyone at the IRS. This morning I tried calling the Practitioner Priority Line for the IRS, a line dedicated to professionals like myself who help taxpayers sort out their tax issues. Hold times were 15 - 30 minutes but they offered the call back option so I selected that. Sometimes that option is available, sometimes it's not. I'm not sure why, but anytime I can avoid listening to their awful repetetive hold music I take it.

The call backs have always been timely to their estimation and I had never been disconnected from a call back... until today. I recieved the call back, answered and listened to the usual message about pressing 1 if I still need to talk to someone and pressing 2 if my issue had been resolved already. I pressed 1. That is when I was met with a message that said due to system issues they could not connect my call at this time, and then I was disconnected. What the actual hell?! Pardon my language (I seem to swear a lot in these posts that I write, they are just so f*&%ing frustrating!) Why offer me a call back option and have me wait 15 - 30 minutes to get a call back saying their system is broken? Why not just own up to the problem on the first recorded message instead of having me jump through hoops and waste time waiting for a call back just to tell me that they can't actually connect me with anyone that can help.

The amount of time that is wasted by taxpayers and professionals like myself just trying to contact the IRS to get information is beyond frustrating and the intention of writing these first hand accounts of my experience is to bring more recognition to the fact that their is a SERIOUS PROBLEM with our Internal Revenue Service and things need to change.

Imagine my frustration as a tax professional who has taken all the steps to get the education and credentialing to represent taxpayers in issues regarding their income taxes. I complete 30+ hours of continuing education every year and the returns I prepare are accurate to the best of my knowledge and ability. How does it make me look as a professional when I prepare and file a tax return for a client, advise them on how to pay their balance due, and then am met with a situation like this? The client trusts me and does everything that I advised. Then they receive a bill saying they still owe. They try to call the number in the letter and can't get through. They login to their online account to try to get more information there, but that is not helpful either. They reach out to me as their trusted tax professional and I try to call and can't get through to anyone either? What are we supposed to do in the tax representation community if we can't get the help we need to resolve our clients issues?

This is one of the reasons why tax representation services are so expensive. The IRS is wasting our time with their antiquated systems, erroneous letters, and staffing shortages that are literally making it impossible this morning to reach ANYONE at the IRS that can help sort out this payment issue for my client.

This is not okay. Something needs to change! I am an advocate for YOU the taxpayer and this system that we pay so much money into in our lifetimes is broken. What else can I do to inspire change? Please share this post so we can make others aware and comment if you have suggestions.

(Side note: I called the Practitioner Priority Line back after I was disconnected. This time I wasn't given the option for a callback. I have been on hold for 26 minutes. Check back later to find out what the outcome of the second attempt was.)