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.
Craig Carpenter is the chief executive officer at X1. Craig has 20 years of experience as a CEO, COO, CRO, CMO and general counsel in the eDiscovery, compliance and cybersecurity spaces.
Prior to X1, Craig was the CEO of Fronteo (NASDAQ: FTEO), before which he was SVP of sales at Kroll Ontrack until its acquisition by the Carlyle Group. Prior to Kroll Ontrack, Craig was CMO and then COO at AccessData, before which Craig spent seven years as the VP of marketing and business development and general counsel at Recommind prior to its acquisition by Open Text (NASDAQ: OTEX). Before Recommind, Craig ran global marketing and channel teams at Fortinet (NASDAQ: FTNT) prior to its IPO and at Mirapoint prior to its acquisition by Openwave (NASDAQ:SNCR).
Craig began his career as a practicing attorney at Ropers, Majeski, Kohn & Bentley in Silicon Valley. Craig has a JD and MBA from Santa Clara University and BAs in Political Science and History from UCLA where he played football and rowed crew.
Peter Ku is vice president and chief industry strategist - financial services, at Informatica.
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.
