After you file

What happened after you waited at the IRS office and then waited the 30 days?  Did they fix the error?  Seems as though I need to go thru the same process and I am wondering if this is the only way to resolve this matter.  Called the IRS and after waiting 1 hour the rep said he does not see a refund that is scheduled.  So he transferred me to another department (collections) and they had no information because I am not in collections, that rep transferred me back to account management which is another wait for an hour.  That is what I am doing now.... waiting once again.   Should I just drive to a local IRS office?