The IRS Tax Liens

The Internal Revenue Service, better known as the IRS, is the United States' tax collection agency. Since this federal agency serves just about everyone living in the country, it isn't surprising that it gets many calls to its customer service center.

Why Do People Call IRS Customer Support?

People call IRS customer support for a range of tax-related questions, including:

• Questions about and requests for tax forms
• Questions about tax balances
• Requests for refund status updates
• Inquiries about payment plans and offers in compromise
• Reports of identity theft or questions about communications allegedly from the IRS.
• Scheduling a meeting with an IRS agent
• Requesting help from the Taxpayer Advocate Service
• Requesting information about free tax return preparation services

Best Practices for Calling IRS Customer Service

Unfortunately, many individuals have fallen victim to scams perpetrated by dishonest people claiming to be IRS agents. Calling the IRS, verify that the number you have is correct. You can do this at IRS.gov, which is the only official website for the IRS.

Scammers may provide you with a number and claim that it is for the IRS. However, if you call it, you will be speaking to somebody who is working with the scammer. In addition, do not rely on information, including provided phone numbers, from sent to you or websites other than IRS.gov.

The IRS's website provides a list of numbers for specific divisions and concerns. If you are calling regarding your own taxes, there is a different number than for those individuals who are calling on behalf of someone else. In addition, there are separate lines for those who are calling on behalf of a deceased person's estate, as well as lines for people seeking free help with tax return preparation or the Taxpayer Advocate Service.

Callers to the IRS are required to provide information to the IRS that can establish the caller's identity. A list of required information and documentation for different types of calls can be found on the IRS website, but typically includes:

• The taxpayer's Social Security Number or taxpayer-identification number plus his or her birthdate.
• Copies of his or her most recent tax return as well as the tax return he or she is calling about.
• IRS correspondence
• Forms permitting the caller to contact the IRS on behalf of another person.

The IRS notes that calls during taxpayer season, January through April, can have wait times of up to 15 minutes. Calls made in May through December can have wait times of up to 27 minutes.

IRS agents will provide you with their name and badge number when you call. Make sure you have pen and paper handy to record this information in case you need to take further action or escalate your concerns.

How Do People Feel About Their Calls to IRS Customer Support?

While the IRS may have a fierce reputation, many people actually report positive experiences with IRS phone representatives. Callers report being treated courteously and being provided with realistic options for dealing with tax questions and issues.

What Kind of Issues Can IRS Customer Support Resolve?

IRS customer service representatives can help with a range of issues, including:

• Providing callers with tax balances and refund status updates
• Setting up payment arrangements
• Discussing alternate options for dealing with taxes
• Making changes to current payment arrangements
• Answering questions about appeals and enforcement actions

What Can't Be Resolved by Phone With the IRS?

IRS phone agents cannot provide you with legal or accounting advice. If you have questions about tax obligations or pending tax cases, you will need to speak with a tax return specialist, accountant or attorney. In some cases, you will need to fill out and sign forms that must be returned to the IRS by mail.

What Can I Do If I Am Unhappy With My Call to the IRS?

If you hang up the phone with the IRS feeling frustrated, don't lose heart. There may still be ways to get your questions answered or to resolve your IRS issues.

• First, write down or type out what happened during your call. This information can be helpful if you call the IRS back or need to appeal your case.
• In some cases, calling the IRS again may be helpful. While most IRS representatives are well-trained, some have more experience than others and may be better able to provide assistance.
• You may also want to try scheduling a face-to-face meeting with an IRS agent in your local area. While this can be intimidating, an in-person discussion may be more fruitful than trying to describe tax and financial issues and documents over the phone.
• The Taxpayer Advocate Service is a department within the IRS that provides free assistance to taxpayers who need expedited services or who are unable to receive a resolution from standard IRS channels.
• File an appeal by mail. The IRS provides forms for various appeals and these can be requested by phone or downloaded from the IRS's website. When mailing these forms to the IRS, be sure to send them via certified mail so that you can prove the steps you've taken to resolve your issue.