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.
Georgina Bulkeley serves as a Managing Director of Global Financial Services and an Industry Leader at Google Cloud. In her role, Georgina works with Banking, Insurance and Capital Markets clients around the world and regularly acts as a spokesperson for Google Cloud.
Georgina brings more than 24 years of experience in the Financial Services Industry. She most recently served as the Chief Operating Officer at NatWest Retail Bank, having previously been the Director of Risk and Compliance and the Head of Financial Strategy. While at NatWest she delivered a number of award-winning Banking innovations in the areas of Voice Banking and Biometric Debit and Credit cards. Prior to NatWest, Georgina was the Director of Structured Finance at Standard Life Investments and she started her career at Goldman Sachs in the Investment Banking and Capital Markets Divisions. She has also served as a Board Member at both FreeAgent, the award-winning Cloud based SME accounting platform and the Edinburgh Sculpture Workshop.
Georgina holds an LLB in Law from Durham University and Diplomas from Oxford University, London Business School and Singularity University in Silicon Valley. She is also a Fellow of the Salzburg Global Finance Forum, an Associate at the Edinburgh Futures Institute and a mentor on the FTSE100 Mentoring Foundation Executive Programme.
Eric Joost is President of Artificial, where he leads the company's U.S. expansion and works with specialty brokers and carriers to modernize how placement and underwriting get done. He has extensive experience across brokerage, underwriting, operations and technology in the commercial insurance market.
Before joining Artificial, Eric held senior roles at WTW, Aon, Allianz and CAC Group, where he worked hands-on with insurers and brokers to modernize legacy processes, build new distribution channels and translate emerging technology into measurable business outcomes.
David studied Accounting and Economics at Loyola University Chicago and later deepened his expertise at MIT, focusing on Data and Economic Policy. He was the innovator behind Deloitte Cortex, Deloitte's flagship analytics platform, and previously led software innovations at both Deloitte and Synchrony Bank. With a strong technical background in machine learning and large language models (LLMs), David drives the development of Abacus' products and infrastructure. Today, he guides the company's vision, product strategy, and enterprise AI innovation across regulated industries.
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.
