The Internal Revenue Service is bringing in 3,500 telephone operators to deal with the flood of calls about economic impact payments from taxpayers waiting for their money from the IRS.
The $2 trillion CARES Act that Congress passed in March included provisions to give individual taxpayers $1,200 each, $2,400 for couples, plus an extra $500 for each of their dependent children to help them get through the economic fallout from the novel coronavirus pandemic. While 140 million of the 150 million payments have been sent oiut, according to figures from the IRS on Monday, numerous problems quickly emerged.
Esther Shein is a longtime freelance business and tech writer based in the Boston area.
Thameem Khan is a principal solutions architect at Dell Boomi, a provider of cloud integration and workflow automation software.
Arjan Schütte is the founder and a managing partner of Core Innovation Capital, a leading venture capital fund investing in financial services companies that empower everyday Americans. Such investments include Oportun, Ripple, CoverHound, and TIO Networks. Arjan is a sought-after consumer finance expert and a passionate advocate for market-based financial inclusion. He blogs for Forbes, and has been quoted in the Wall Street Journal, New York Times, and Economist, among others. He has spoken everywhere from SxSW to Stanford, from Money2020 to MIT. Arjan is a Senior Advisor to the Center for Financial Services Innovation, the nation’s leading authority on financial health, which he helped start in 2004. He currently sits on the boards of BankingUp, CoverHound (as observer), Ripple (as observer), SavvyMoney, TIO Networks, and Vouch. A number of Arjan’s investments have been successfully acquired, including AccountNow (by Green Dot), CircleLending (by Virgin Group), L2C (by TransUnion), and RentBureau (by Experian). Prior, Arjan spent a decade as an entrepreneur in several venture backed startups as a technology leader and general manager including Pierian Spring Software, Cognitive Concepts (acquired by Houghton Mifflin), Capella Learning (now NASDAQ: CPLA), and DoTheGood. Arjan earned his Master’s from the Media Laboratory at the Massachusetts Institute of Technology, as an Interval Research Fellow, and his Bachelor’s in Philosophy and Communication at Lewis & Clark College. He commutes between Los Angeles and San Francisco, when he’s not doting on his his wife and two young children.
The IRS relied on direct deposit information from taxpayers’ 2018 and 2019 tax returns, when it was available. But many bank accounts were temporary ones set up by tax prep chains for doing refund transfers, and there was no record of the taxpayer’s own bank account. Taxpayers were asked to enter their own direct deposit information online in such cases, and many are still awaiting their checks. The paper checks only recently started being sent out, and in some cases the IRS didn’t have the most up-to-date addresses for taxpayers. In some cases, payments were mistakenly sent to deceased taxpayers and people living abroad.
Much of the IRS workforce has been working remotely as a result of the COVID-19 pandemic, although some have been called back to work to deal with the voluminous unopened paper correspondence that has piled up in trailers outside the IRS offices. Now it is starting to bring back employees to answer the phones and answer questions from anxious taxpayers about the status of their payments, although presumably these employees could work remotely.
The IRS warned Monday that telephone assistance and other services will nevertheless remain limited. The agency expects to bring back additional telephone helpers as state and local advisories allow.
In any case, answers for most of the common questions related to the economic impact payments can be found online on IRS.gov. The IRS regularly posts new and updated responses to the most frequently asked questions about economic impact payments here and in the FAQ page for its Get My Payment tool. Taxpayers who want to know about the status of their economic impact payment can check the Get My Payment page regularly. The information is updated as the IRS continues to process the rest of the payments for delivery.
Answers for most questions about the stimulus payments are also available on the automated message for people who call the phone number provided in the letter they receive about their economic impact payments, known as Notice 1444, a letter signed by President Trump informing them their payment has arrived (whether it has or not). Those who need more assistance at the end of the message will have the option of talking to a live representative.
