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Spent 40 minutes on the phone with the IRS and the guy was able to help me! That included him waiting while I went down the hall and faxed him some forms and then came back to my desk. The key is to call first thing in the morning. They are fresh and your day isn't busy yet.
I tried calling an hour before they closed on Tuesday and waited on hold for 45 minutes before I gave up and hung up.
Then yesterday, I tried the call in the morning trick, and I got an a nice employee who was incompetent, after being on hold for 35 minutes to get them. She sent me away. Said my problem was impossible and transferred me to another department to make an appointment to come in person. I was on hold with that department for 10 minutes before they answered and told me the next available appointment was after the deadline the IRS had given me to respond to their letter.
But today's dude answered the phone in only ten minutes, and he actually looked for ways to solve the problem. And he found them. I praised and thanked him profusely at the end of the long call.
Low expectations are the key to happiness.
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