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WASHINGTON – Need help with your taxes? Good luck reaching the IRS. Three out of 10 people who call the toll-free help line this tax season won't get through to a human being — and that's if the agency meets its goals for service.
Callers lucky enough to get through will have to wait on hold an average of nearly 12 minutes, a level of service deemed unacceptable in a report issued Wednesday by National Taxpayer Advocate Nina E. Olson.
Such poor service "will cause problems for taxpayers and the IRS alike, as some taxpayers give up and don't bother to file or they make avoidable errors that the IRS then must devote resources toward resolving," said Olson, an independent watchdog within the IRS.