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.
Lamine Zarrad is the founder and CEO of StellarFi, a credit builder that reports unlimited bill payments to the three major credit bureaus. Since 2008, Lamine has worked in various financial services roles, launching his career with Merrill Lynch and later transitioning to the public sector as a National Banker Examiner at the Office of the Comptroller of the Currency. Prior to Stellar, Lamine founded FinTechs Tokken and Joust. The latter was acquired by ZenBusiness where Lamine led the product organization through two fund raises, minting the company as one of the few Austin Unicorns. At StellarFi, Lamine and his team are on a mission to disrupt the U.S. poverty cycle and provide credit access to 132 million Americans with low or no credit. Lamine has been awarded a Bachelors in Business Administration in International Business and Russian Studies from the University of Texas at Arlington and a Masters of Public Affairs degree with a focus on Policy Analysis/Public Finance from the University of Texas at Austin. Lamine was born in the former Soviet Republic of Azerbaijan and came to the United States as a refugee prior to serving in the Marine Corps. Lamine speaks four languages and resides in Austin, Texas with his family.
David Braun is founder and CEO of Capstone Strategic, an M&A strategic consulting firm that has successfully facilitated over $1 billion of client transactions in over 30 countries across more than 100 industries. He is the author of Successful Acquisitions: A Proven Plan for Strategic Growth. He is reachable at dbraun@capstonestrategic.com and on Twitter @CapstoneStrat.
Olivia Kelman is a partner at K&L Gates
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.
