IRS Customer Service
About IRS Customer Service
IRS customer service reached its worst point during the COVID pandemic. In 2022, the IRS answered only 13 percent of taxpayer phone calls. Wait times exceeded 30 minutes for those who got through. The backlog of unprocessed paper returns reached over 20 million. Tax refunds were delayed by months. Taxpayer Advocate Service identified the IRS as the most complained about federal agency. The situation improved significantly in 2023 and 2024. The IRS answered 87 percent of calls in 2024, reduced the backlog, and processed most refunds within 21 days. The improvement was attributed to IRA funding, which allowed the IRS to hire staff and modernize technology. The challenge will be sustaining improvements if IRA funding is cut. Customer service quality affects voluntary compliance, as taxpayers who cannot get help are more likely to make errors or give up on filing.
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