Watchdog Blasts IRS for Giving Taxpayers ‘Horrendous’ Customer Experience

A watchdog monitoring the Internal Revenue Service (IRS) has issued a scathing report blaming the tax agency for delivering a “horrendous” customer experience to taxpayers in filing year 2021, including the worst ever phone service and long refund delays. The Taxpayer Advocate Service (TAS), an independent organization within the IRS that works to help taxpayers and protect their rights, has issued its annual report (pdf) to Congress, calling the tax filing year that kicked off on Feb. 12, 2021, the most challenging year on record. The filing year was marred by problems like processing backlogs leading to long refund delays, telephone service that was “the worst it has ever been,” and holdups in processing taxpayer responses to IRS notices that sometimes led to premature collection notices, according to the report. “There is no way to sugarcoat the year 2021 in tax administration,” National Taxpayer Advocate Erin M. Collins wrote. “From the …

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