Only seven in 10 taxpayers calling the Internal Revenue Service for help this tax season are expected to reach a real person — if the agency reaches its service goal.
A report issued Wednesday by an internal watchdog said the lucky ones who get through can expect to wait on hold for an average of nearly 12 minutes. National Taxpayer Advocate Nina Olson, who issued the report, said that level of service is unacceptable. It would, however, match the level of service provided last year.
The IRS says it is being inundated with an unprecedented number of calls from taxpayers with questions about temporary tax breaks passed by Congress to help stimulate the economy.
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