In its annual Report to Congress today, the office of the National Taxpayer Advocate outlined a series of Internal Revenue Service failures. In the “Access to the IRS” section, the report details the trouble taxpayers face reaching the right person in order to meet their tax obligations:
“The IRS does not answer the phone at local offices and has even removed the option it once provided for taxpayers, including the elderly and disabled, to leave a message.”
Until 2013, taxpayers — including the elderly and disabled — were allowed to leave a voicemail requesting an in-person appointment. But now, elderly and disabled taxpayers attempting to navigate the automated helpline maze are asked to email the IRS to set up an appointment. The automated message instructs as follows:
“If you are disabled or elderly and require special accommodations for service, please email us at…”
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