Internal Revenue Service Commissioner John Koskinen told members of Congress Wednesday that taxpayers who call the IRS seeking help on their taxes this year face an average wait time of half an hour, and only about 40 percent of calls are actually answered.
The situation, which Koskinen admitted is “abysmal,” is partly due to the agency’s forced role in implementing President Barack Obama’s Affordable Care and Patient Protection Act (ACA), or Obamacare, he explained.
“At this point, when you get through – if you get through – it on average would have taken you about 28 to 30 minutes,” Koskinen told members of the Senate Committee on Homeland Security and Governmental Affairs Wednesday.
“About 60 percent of the calls this year are not going through,” he continued. “And that then increases and exacerbates the problem, because when people don’t get through, we’ve had over 6 million…the phone industry calls them ‘courtesy disconnects.’ They’re basically when the system gets overloaded and we know you’re gonna be there too long, you will just simply get disconnected.