Yesterday, I called a business and was on hold for more than ONE HOUR before hearing the voice of a live human. As I’m listening to the same music loop over and over, I’m thinking that we immediately answer every call we can — and if that isn’t possible, our clients receive a call-back before an hour has expired. I simply can’t imagine treating any customer/client with such disregard when they are basically paying my salary.
Sure, they are a monopoly — but that shouldn’t matter. Duke Energy answers my calls and I can’t tell them I’m going to get my electric somewhere else. Many of our corporate clients have a monopoly in their slice of the world, yet they spend thousands upon thousands of dollars to train their employees on how to better serve.
But this business — the IRS — is about as responsive as a slug. I’m pretty sure they employ 10 people to assist 150 million individual taxpayers and 11 million business entities in complying with their tax obligations. Why? It’s said they don’t have the budget.
In closing my call with the IRS, I was told I could expect the money they owe me (not paid because of their error) in 8-12 weeks. Yes, I must wait up to THREE FULL MONTHS for a refund. If I’m 3 months late in a payment to the IRS, I’m charged the federal short–term interest rate plus 3% with interest is compounded daily (today, that’s 1.75% plus 3%). I wonder if the IRS will include that $350 (or more) they would’ve charged me in the amount they refund.
All is not lost — we made good use of that one-hour and 15 minute call helping the IRS fix their accounting issue.