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.
Rashed Haq is the global head of AI, robotics and data and group vice president at Publicis.Sapient. Over the past 20 years, Rashed has helped companies transform and create sustained competitive advantage, through innovative applications of artificial intelligence, dynamic optimization, advanced analytics and data engineering. Prior to joining Sapient, Rashed worked in Silicon Valley startups and has done research in theoretical physics at the Los Alamos National Lab and the Institute for Theoretical Science. His research included gravitation and black holes, astrophysics, quantum computing and quantum cloaking.
Charles Kolstad is a partner in the Los Angeles office of the international law firm Withersworldwide. He assists clients in tax and corporate planning relating to the acquisition, disposition and restructuring of businesses, corporations and partnerships both domestically and internationally. He frequently advises foreign individuals moving to the U.S. on pre-immigration, income, gift and estate tax planning opportunities. He also focuses his practice on the cannabis industry/cannabusiness, crypto assets and block chain technology, and tax issues related to initial coin offerings.
Marissa Buckley oversaw marketing and communications at Security First Insurance and is responsible for the implementation of the company’s customer experience strategy. She has more than 20 years’ experience in marketing and 15 years’ experience in software development and database management. Prior positions range from digital marketing, computer programmer, and web developer. Her unique skillset and expertise across technology and marketing have allowed her to effectively collaborate throughout system development and identify opportunities to improve the user experience across applications, increase conversion, and integrate marketing analytics to drive iterative development.
Leading the company’s user experience design and development, Marissa has also been involved with the company’s development of mobile applications and the nation’s first social media disaster response communications system. Her effort in the creative development of personalized customer videos garnered recognition as Celent’s 2015 Model Insurer, winning in the digital and omni-channel category. She earned her bachelor of science degree in management information systems from University of Central Florida and a master’s degree in integrated marketing communication at West Virginia University.
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.
