Yesterday, I noted that I had made 41 tries to reach the IRS’s Practitioner Priority Service and received a “courtesy disconnect” each time. Try 42 met the same fate, but to my surprise the 43rd try got me into the queue with a 15 to 30-minute hold time (it ended up being 24 minutes).
My first issue was why clients were receiving a refund of about $7,000 and the agent I spoke was able to determine the reason. Their 2024 return had a refund, but for whatever reason–and without notifying the taxpayers–the refund was applied to their 2025 return. (The return did not select this option.) At least it wasn’t a misapplied payment [1]. The agent was helpful and got this issue resolved.
The second issue was the processing of a client’s tax return that had been selected for identity verification. The client was unable to verify his identity with the Identity Protection Unit on a phone call, so he made an appointment at his local IRS office last October. He successfully verified his identity at that appointment and was told his return would be processed in about nine weeks. Well, it’s been far more than nine weeks and the return is still stuck somewhere.
From past experience I know that the first step to resolve this is to put a referral into the Identity Protection Unit to move the return into processing. Unfortunately, the agent I spoke to refused to do that (even when I suggested it) stating that my client had not filed a return and needed to [2]. This is just a symptom of another major issue in dealing with the IRS today: many employees have little experience.
The lack of experience (overall) resulted from what happened last year with government buyouts. The individuals closest to retirement took the buyouts; the employees left at the IRS (generally) have less experience. The agent wouldn’t listen to my idea (perhaps he didn’t know how to make a referral). Instead, I will be submitting a referral to the Taxpayer Advocate on this matter [3].
The remaining issues were for business returns, and I asked the agent to transfer me (he did). You can guess what I heard when I was transferred: a courtesy disconnect! I’ll be trying the business line tomorrow. One out of three ain’t bad, right?
[1] If you accept a refund based on a payment that wasn’t yours, you have committed theft. I’ve had clients receive erroneous refunds; there’s a procedure to return such refunds.
[2] Having my client refile his return would cause another issue–there would now be two returns for the same tax year for this client. He filed; we have proof he filed; we have proof the IRS received his return; and we have proof his identity verification went through. This is an IRS processing issue, not a nonfiling issue.
[3] My client is in for a long wait. My understanding is there is a four-month backlog at the Taxpayer Advocate before his case will even be looked at.