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.
Jeffery is a senior analyst serving financial services digital strategy professionals, helping them evaluate the implications of digital innovation on their businesses. His research focuses on the intersection of secular trends and technological advancements, such as the internet of things (IoT) and sensors, artificial intelligence and machine learning, and natural language processing, as these advancements are changing the way financial services firms do business and interact with their customers.
Jeffery has more than 10 years of experience working with C-suite executives and senior business leaders to shape business strategy at insurance clients. Prior to joining Forrester, he was an associate director at Ernst & Young (EY), where he led EY’s Americas’ insurance sector market research and insights program, working closely with senior engagement partners to drive growth at key global and US accounts. Before EY, Jeffery was a senior manager at PriceWaterhouseCoopers (PwC), where he delivered insurance industry and company research, analysis, and thought leadership support to client service partners and their engagement teams during consulting pursuits and engagements. Prior to PwC, Jeffery was employed for five years as an equity analyst at global and regional investment banks, covering the retail and consumer and automotive aftermarket industries.
Jeffery holds an MBA from the Darden School at the University of Virginia in Charlottesville, Virginia. He received his bachelor’s degree in agribusiness from Florida A&M University in Tallahassee, Florida.
Jay Clayton chaired the U.S. Securities and Exchange Commission from 2017 to 2020. He currently serves as chairman of the Board of Directors of Apollo Global Management, senior policy advisor and of counsel at Sullivan & Cromwell, and adjunct professor at the University of Pennsylvania Carey Law School.
Billy Leigh is managing director and senior vice president of strategy and transformation at Embark. He leads the company's efforts to expand the ways in which the company serves clients by leveraging data, technology and AI.
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.
