Calling the IRS to receive assistance with tax filing, payments or questions can be a daunting endeavor. First, there are several different phone numbers associated with various departments. The number I called immediately asked for my 10-digit tax identification number in order to process electronic tax payments. Since I wasn't calling to make a payment, I bypassed this recording by pressing 0 and within less than a minute was transferred to a customer service representative.
He asked if I was calling to make a payment, and I said no, yet I wanted to gather some information about preparing for the 2023 tax season. I explained that I work from home and wanted to be prepared for filing taxes as a contract worker. Rather than answer my questions, he asked if I had an employer or tax ID number for filing or if I used my Social Security number. After answering that I just use my Social, he proceeded to explain that he works only in the payment processing department and I would need to call another number.
However, he warned me that calling this number would lead to a variety of prompts and recordings that could be tedious since apparently the automated system was recently changed and does not direct you to a tax agent right away. He suggested I could follow the prompts and even attempt to press 0 to reach an agent but advised I could be on hold for more than an hour.
Aghast at the potential of lengthy wait time, I asked the rep if there were other options he could recommend or if perhaps the IRS website would be a more efficient and effective use of time. He went on to explain that it's been a challenge for some time for the IRS to hire enough people to answer the phone and address taxpayers' questions. Instead, he recommended visiting a local tax counseling center for immediate assistance to address any of my concerns or questions. These local counselors are also the best way to ask any tax filing questions at no cost.
In addition, he shared that the website does offer a multitude of resources and articles regarding changes to tax filing and documents, but it can be confusing at times if a taxpayer needs clarification on which forms to use. The website also provides interactive online tools that can be a good first stop for figuring out what is needed for filing, he shared.
He also admitted that the best reason to call the IRS is to speak with someone if you're unable to make a tax payment, are behind in your payments or if you've received a letter/email from the IRS asking you to contact the agency. I was pleasantly surprised and grateful at his willingness to be helpful in spite of my reaching the wrong department. However, it seems the best first step is to access information needed is the IRS' website.