This is for DR Jennifer:
Forgive me, Fred, but this one's about the IRS.
Many years ago, when I was making frequent trips from coast to coast, the man seated next to me on the plane asked me what I did for a living. I told him, then asked the same of him. He replied, "I work for the government." Apparently, most people never inquired further, but of course I did, as most of my work then was government-related. He sheepishly told me that he worked for the IRS. Thus ensued a lengthy and very informative (for me) conversation. What I've never forgotten is that he told me that they usually put their newest, least experienced employees on phone duty. I was shocked! When people have a problem, particularly a tax problem, they want to get it resolved quickly. They usually believe what they are told, thinking they are speaking to an authority. Admittedly, that was many years ago, and things COULD have changed. But my own experiences with getting help over the phone, whether it is from the IRS or state, has been very mixed indeed.
Let me pass on one other thing I learned from this man: if you have a major problem you can contact your senator or congressperson and ask for their help. There are congressional liaisons who can intervene and cut to the chase. I used this approach many years ago when FIVE letters failed to resolve a problem. No one reads the letters. One day "a nice lady" called (she had been contacted by the congressional liaison), I explained the problem, she told me what to do, and updated their files. I then asked, "Is there anything I could have done or should have done differently?" Her answer: "No." The problem is getting to someone knowledgable, who also wants to help. In my experience, it can take a lot of effort to get to that point.
