Tax-refund delays and stimulus-payment hiccups could spill into the upcoming tax season as the Internal Revenue Service continues to face challenges related to the coronavirus pandemic and as Congress considers yet another round of direct payments.
Millions of Americans waited months for refunds in 2020, and millions also have yet to receive some or all of the stimulus payment approved last spring, according to a report Wednesday from Erin Collins, head of the Taxpayer Advocate Service, an independent office housed in the IRS.
The findings foreshadow what is likely to be a complicated and consequential tax season as taxpayers try to navigate tax forms to get missing payments. Further tangling things, another round of stimulus payments may be coming — President-elect Joe Biden and Democratic congressional leaders are pushing for them — and they could go out in the middle of tax-filing season, diverting IRS resources and potentially confusing taxpayers.
A subprime-related settlement between the government and Deutsche Bank provided meaningful benefits to some U.S. consumers in need, according to a new report. But the author acknowledged that those gains could prove illusory for some consumers given the coronavirus crisis.
Cathy Lanning serves as Senior Vice President for the Property & Casualty Marketing organization. In this role, she is responsible for the development and execution of integrated marketing plans for personal and commercial insurance products. Together with her team, she builds the brand and the Nationwide business leveraging data-driven direct marketing, partnerships, digital media, social media, cooperative agency marketing and lead generation strategies.
Most recently, Cathy led Strategic Partnerships where she established a large partnership portfolio with a data driven relationship-based selling approach. Together with partners such as alumni associations, cause organizations and sports organizations, Nationwide was able to understand the exact needs of a household and bring the right solutions at the right time to meet their protection needs. Under her leadership, the business unit grew by over 100% in five years.
Cathy joined Nationwide in 2007 as part of the leadership team that launched Nationwide Bank. Throughout her tenure at the company, she has held roles that require innovation, vision and team building. This includes establishing new digital marketing tools for agents, launching new products in the market, and establishing the Marketing Analytics organization. The Marketing Analytics organization delivered the first-generation marketing mix models, comprehensive digital analytics, and forecasting models, all of which helped Nationwide understand marketing effectiveness across channels and identified investment optimization pathways. The insights served the business lines across the company and opened new horizons for efficient growth and retention.
She has broad experience in brand management, analytics, partnership development, direct marketing, distribution marketing, innovation, product development and strategic planning. Prior to joining Nationwide, Cathy was the Brand Manager at The Scotts Company and Product Manager at WorldCom focused on Virtual Private Networks.
Cathy is a proud Ohio State University alumnus, holding a Bachelor of Science in Psychology, a Bachelor of Science in Business Administration (Marketing) and Masters in Business Administration. She is also a graduate from the Northwestern Kellogg Senior Women in Leadership program.
Outside of work, Cathy is a passionate advocate for education and community learning programs. To live this mission, Cathy serves on the board of The Ohio State University Alumni Association, The Girl Scouts of Ohio’s Heartland and The Wellington School.
Shelley Brazeau Temple serves as President of Nationwide P&C Personal Lines. In this role, Shelley is responsible for all aspects of the Personal Lines Profit and Loss (P&L) segment including product, underwriting, sales and distribution, claims and service.
She most recently served as Nationwide P&C Senior Vice President and Chief Claims and Operations Officer. Prior to that, she served as Senior Vice President of Member Solutions, leading the company’s insurance servicing and billing operations and direct phone sales organization.
Other leadership positions she has held are:
- Regional Vice President of Nationwide’s South Central Operations, responsible for sales, pricing, underwriting and product in a six-state geography, and managing a more than $660 million in sales revenue through exclusive agents and direct sales.
- VP of Strategy and Operational Effectiveness for Customer Service and Direct Sales of Nationwide, developing and executing an innovative contact center strategy.
- VP of Personal Lines Service Operations, responsible for personal lines service and processing center operations.
Shelley began her career at Nationwide as a Claims associate 27 years ago. Her increased responsibilities in leadership positions throughout the years also led her to work with internal audits, product and agency sales.
Shelley holds a bachelor’s degree from Bowling Green State University and the Chartered Property and Casualty Underwriting (CPCU) designation. She has served on several non-profit boards, including Ronald McDonald Children's Charities and the American Lung Association of the Midland States with participation in development, audit/finance and executive committees.
Delayed refunds last year were largely because of the agency’s sensitive fraud filters, and tax returns being filed on paper rather than electronically, the report said. The IRS was slow to process the 16 million paper returns as the agency halted work at several processing centers during the early days of the pandemic.
There were still 6.9 million unprocessed individual returns as of Dec. 25, according to the IRS. Some were filed as far back as April, according to the National Taxpayer Advocate’s annual report to Congress.
Awaiting checks
The IRS took until September to create programs that would allow people to manually correct mistakes on the $1,200 stimulus payments, and that only addressed a “limited number of issues,” the report said.
The IRS has instructed millions of taxpayers who have not yet received some or all of their $1,200 payment approved in the spring or their full $600 payment from the December stimulus legislation to claim the missing amount on their tax return this year, which means some Americans could be left waiting more than a year to get their money.
“While the IRS’s inclination to use automation wherever possible is understandable in light of its human-resource constraints, its approach left taxpayers frustrated and without the funds some of them desperately needed,” Collins said in the report. “I am optimistic the lessons learned from the first round will make the process go more smoothly in 2021.”
The money is also critical as Americans have increasingly drained their bank accounts as unemployment levels remain high. Recipients of direct payments reported to the U.S. Census Bureau that they used the money for household basics, including food, rent or mortgage payments and utilities.
Fresh round
Soon-to-be Senate Majority Leader Chuck Schumer has said his first goal after the Biden administration takes office is giving many Americans an additional $1,400 on top of the $600 payments Congress approved in December. However, it could take several weeks, or even months, for lawmakers to pass legislation — meaning that many taxpayers likely wouldn’t be able to fix mistakes related to those payments on the IRS returns they file this season.
The IRS has yet to announce the start of the filing season, which usually begins in late January. It will run through April 15.
Collins also chided the IRS for a lack of transparency about delays.
“For much of the year, relatively limited information was released, and comments made by IRS officials often were incomplete or misleading,” the report said.
The IRS said in a statement that tens of thousands of its workers are teleworking either part or full-time, and that while “significant progress” had been made processing returns, it’s still working through the backlog.
Collins urged the IRS to send out weekly updates on processing delays and the status of its operations.