The Internal Revenue Service is asking tax professionals to refrain from directing their clients to call the IRS’s e-help desk, saying that it is causing longer hold times on the phone line, which is only supposed to be used by practitioners.
“Each filing season, the e-help desk receives phone calls from taxpayers because their tax preparer referred them for assistance resolving rejected returns, tax law and tax account matters,” said the IRS in an email to tax professionals Monday. “This increases the taxpayer’s burden and causes lengthier delays for everyone. The e-help desk cannot help these callers and must direct them to other sources for assistance—typically IRS.gov including Publication 5136, IRS Services Guide.”
The IRS pointed out that the e-help desk is intended specifically to assist tax professionals, such as enrolled agents, reporting agents, electronic return originators and CPAs, with non-account related questions and issues concerning electronic products. “They do not provide support to individual taxpayers experiencing e-filing issues,” the IRS pointed out.