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The IRS's Poor Customer Service Frustrates Tax Professionals and Taxpayers Alike

The Internal Revenue Service (IRS) has long been criticized for its poor customer service, and the frustration is not just limited to taxpayers. Tax preparation professionals are also feeling the brunt of the agency's shortcomings. According to a recent survey conducted by the National Association of Tax Professionals (NATP), 83% of tax professionals said that the IRS's customer service has gotten worse over the past year. The survey also found that 58% of respondents had to spend more time resolving client issues with the IRS compared to the previous year. The issues that tax professionals reported varied widely, including problems with the IRS's online tools, long wait times on the phone, and issues with correspondence from the agency. One respondent said, "The IRS's online tools are awful. I don't know why they even bother having them." Another said, "Wait times on the phone are terrible. I spent an hour on hold just to talk to someone for five minutes." The IRS has faced numerous challenges over the past year, including processing delays caused by the pandemic and implementing changes from the recent tax law changes. However, tax professionals say that these challenges do not excuse the poor customer service they have experienced. The NATP is calling on the IRS to improve its customer service, and many tax professionals are hopeful that the agency will take steps to address the issue. The IRS has already announced that it will be hiring more customer service representatives to help alleviate the long wait times on the phone. In the meantime, tax professionals are doing what they can to help their clients navigate the IRS's customer service woes. Some are offering to help clients set up online accounts with the agency so they can track their refunds and correspondence more easily. Others are advising clients to be patient and persistent when trying to reach the IRS. Tax professionals are also encouraging their clients to file their taxes as early as possible this year, as delays caused by the pandemic are expected to continue. The IRS has already announced that it will begin accepting tax returns on January 24th, two weeks later than usual, to allow more time for the agency to prepare. Despite the challenges, tax professionals remain committed to helping their clients navigate the tax system. As one respondent said, "It's frustrating, but we're here to help. We'll do whatever it takes to make sure our clients are taken care of."

In conclusion, tax professionals are growing increasingly frustrated with the IRS's poor customer service, which has only worsened over the past year. While the agency faces numerous challenges, tax professionals are calling on the IRS to take action to improve its customer service, and are doing what they can to help their clients navigate the system in the meantime.