Hey I completely understand I am currently going through similar issue of course due to COVID-19. I recently last week was able to get through to a live representative when I called the IRS. I called the number that end in 1040, I went through all the options and For hung up on because I think at this time they’re not taking all of the option calls that they are giving but I will tell you that I did get through when I said I was making a payment. I will say I was on the phone for 2hr and 43 mins and the first hour and half was to the department to take a payment and I’ll tell them I don’t have a payment to gear if I have questions about my refund and that’s what he gave me a 4 digit pin and forwarded me to A lady to assist me with finding out why my refund was still being processed and how to get it back into the system. Mine was a simple identity identification that I had to provide which only took about 15 minutes to do and they said next step would take 10-12 weeks but I should have a refund after that.
I will say that she did inform me that at this time they are not sending out letters which they normally do to people to let them know what is the hold up and/or what are they need to provide to finish processing their refunds.
I hope this information was useful.
