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Report: IRS has 'unacceptable' customer service

By Ed O'Keefe

The Post's David S. Hilzenrath reports:

If you call the Internal Revenue Service for help this tax season and someone actually picks up the phone, consider yourself lucky.

The agency has set a goal of answering only 71 percent of calls this year from taxpayers seeking customer service.

If you're fortunate enough to get through, you can expect to wait an average of 12 minutes, according to a report released Wednesday by an IRS ombudsman.

The annual report to Congress by the national taxpayer advocate says the IRS offers "unacceptable" customer service and employs self-defeating strategies to collect overdue payments.

The report identifies a potentially major loophole in an IRS plan announced this week to regulate people who charge money to prepare tax returns.

Continue reading this report >>>

By Ed O'Keefe  | January 6, 2010; 4:00 PM ET
Categories:  Agencies and Departments  
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