As a master accountant and tax professional with over 30 years of experience, I’ve seen a lot in the world of finance and taxation. But one troubling trend has persisted throughout my career—one that affects millions of taxpayers and undermines the integrity of our entire system. That trend? The shocking, unacceptable way the IRS treats those who seek help.
My Personal Experience: Hours on Hold and Rudeness
Every tax season and throughout the year, I reach out to the IRS on behalf of my clients—calls that should be straightforward but often turn into nightmares. Often, I’ve waited on hold for 1 to 4 hours—sometimes longer—only to be hung up on or greeted by representatives who are rude, impatient, and dismissive. For example, I called the IRS at 8:49 AM, right when their lines opened, only to receive an automated message stating, “The IRS is closed. Our office hours are from 8 to 7. Please call back during those hours.” This internal failure—especially when the lines are supposed to be open—exposes a serious breakdown in operations that’s unacceptable.
Imagine if the average taxpayer had to endure this. Many would be overwhelmed, frustrated, and perhaps even give up entirely. This isn’t just an inconvenience; it’s a serious problem that impacts millions of Americans. When the IRS’s customer service is this broken, it delays the resolution of tax issues, causes unnecessary penalties, and erodes trust in our government’s ability to serve its people.
The False Narrative: Blaming Job Cuts
Some officials claim these delays are due to job cuts under the Trump administration. But the truth is, this issue predates that era. I’ve experienced the same problems under Presidents Biden, Obama, Bush, and Clinton. It’s a systemic culture problem—one that’s been allowed to fester over decades.
It’s not about who’s in office; it’s about a culture of neglect and complacency that has become normalized. The IRS has failed to adapt to the modern age—ignoring the fact that with today’s technology, there’s no reason for these outdated, inefficient practices.
Why It Matters: The Impact on Taxpayers and the Economy
When taxpayers face these delays, the consequences are severe:
- Unfair Penalties and Interest: The IRS often penalizes taxpayers for late payments or inaccuracies, but delays in communication can unfairly cause those penalties to accrue, even when the taxpayer is doing their part.
- Slowed Revenue Collection: The IRS’s inefficiency hampers our government’s ability to collect vital revenue, which funds schools, hospitals, infrastructure, and more.
- Erosion of Trust: When people can’t get timely help, their faith in the system diminishes. That trust is essential for a functioning democracy.
- Unprofessional Behavior: In any other industry, such treatment would be unacceptable. Why should government agencies be immune?
It’s Time for Change
The IRS must revisit and overhaul its customer service protocols. We need a future where:
- Advanced Technology and AI are Fully Utilized: Automation and AI can drastically reduce wait times, route calls efficiently, and even provide instant responses for common questions.
- Staffing Is Adequately Resourced: The IRS must hire and train enough personnel to handle peak seasons and ongoing inquiries without leaving taxpayers stranded.
- Customer Service Standards Are Enforced: Representatives should be held accountable for professionalism, respect, and helpfulness.
- Transparent Communication Is Maintained: Clear expectations about wait times and processes help manage taxpayer frustration.
- Alternative Support Channels Are Expanded: Online chat, comprehensive FAQs, and virtual assistance should be standard, not exceptions.
The Consequences of Inaction
Failing to address these issues will have serious repercussions:
- Increased Non-Compliance: Frustrated taxpayers may give up on their obligations, leading to more unpaid taxes.
- Economic Instability: Reduced tax revenue impacts government programs and economic growth.
- Loss of Public Trust: Continued disrespect and inefficiency will further damage the reputation of our tax system.
- Legal and Ethical Concerns: The IRS’s treatment of taxpayers should meet professional standards—anything less damages public confidence and the integrity of our institutions.
It’s Time to Raise the Standard
The IRS is a cornerstone of our nation’s financial health. It’s time they act like it. We need a system that respects taxpayers, leverages modern technology, and upholds the highest standards of professionalism. Because at the end of the day, people matter—not just numbers, not just policies, but the individuals who rely on their government to serve them efficiently and respectfully. Let’s demand that the IRS do better—for the sake of our economy, our trust, and the American people.
