Top 10 problems taxpayers face with the IRS
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Customer service
Taxpayers have significant difficulty reaching IRS representatives due to outdated information technology and insufficient staffing. In 2020, out of more than 100 million calls received by the IRS on its toll-free telephone lines, employees answered about 24 million. The IRS also has been serving fewer taxpayers in its Taxpayer Assistance Centers, and the pandemic exacerbated that trend.