Despite improvements, the IRS still has a sizeable backlog of tax returns, according to Erin Collins, the country's national taxpayer advocate.
, an independent organization within the IRS that provides one-on-one guidance and works for systemic changes. The national taxpayer advocate leads about 80 nationwide offices for struggling filers, consults within the IRS, reports annually to Congress on the agency's biggest problems and presents legislative proposals.
Collins said the IRS is currently juggling 3.7 million amended returns, 6.8 million "in suspense" with missing information and 5.3 million pieces of correspondence. "Those are pretty big numbers that the IRS is still dealing with," she said. This season, the agency has prioritized phone service and answered more than 85% of calls from key phone lines in less than five minutes.
"But it did come at a cost," Collins said, because phone assistors process paper returns during downtime from answering calls. "The problem is, we are now back to a backlog of paper correspondence and amended returns, similar to where we were a year ago," she said.
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