Collins also singled out the " Where's my refund" tool on the IRS website as needing improvement, noting that in many cases the tool doesn't provide an estimate of when a taxpayer might get their refund or explanation for the holdup. The IRS couldn't keep up with the demand, resulting in "historically poor service," her report stated.įor instance, the toll-free number for individual income tax services received 85 million calls, but only 3% of callers reached a customer service rep, she noted. With so many returns backed up at the IRS, it may be no surprise that the number of calls to the IRS and visits to its website jumped this year - with the number of calls jumping to four times what the agency received in 2020, Collins said.Īt the peak of the filing season this year, the IRS was receiving about 1,500 calls a second, Collins added. This could happen, for example, if a taxpayer didn't accurately recall the amount of stimulus money they received and put down the wrong number, Collins said.
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Nevertheless, an IRS employee must manually review each of these returns to check the errors and address them, Collins noted.īut "large numbers" of returns flagged for errors relate to the tax credit "look back" issue, as well as discrepancies between the Recovery Rebate Credit claimed by the taxpayer and the IRS' own records. Of the 15.8 million returns that need further review, more than 10 million were pulled because of an error, which could be as simple as an addition or subtraction mistake.
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Manual processing of 35 million returns in the IRS' backlog requires an IRS employee to review or check each one before it can move to the next step, Collins noted. The stimulus package's provisions allow taxpayers to claim the credits based on their 2019 income instead of their 2020 income if that would have been more favorable to them - but such "look backs" require IRS employees to verify 2019 incomes.Īll of those issues, and more, have caused the "unprecedented number of returns requiring manual review, slowing the issuance of refunds," Collins noted. New provisions for the Earned Income Tax Credit and the Child Tax Credit are also causing snags in the system, since the government stimulus package signed into law in December came too late for the IRS to adjust its forms and computer systems. But if taxpayers filled out this credit incorrectly, their forms are flagged for manual review by IRS staff, which has added to the backlog. Many of these changes relate to pandemic-relief efforts, such as the Recovery Rebate Credit, which allows people to claim additional stimulus money if they received too little. That meant it was already dealing with an existing backlog when it began accepting 2020 tax returns in February.Īt the same time, the IRS is coping with tax changes passed into law by Congress this year.
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At the start of the tax season in 2021, the IRS was still working through those paper returns from the 2019 tax year.