I would like to share how I was able to reach someone at the IRS to understand why after 6 months, I still had not received my refund. Be prepared for a long hold - my call took a total of 1hr & 47 mins. HOWEVER, after the first 45 min hold, the agent told me a letter was supposedly sent on 9 April 2020, requiring my identification be verified. I was transferred to the ID Verification department and after another 45 min hold, the agent asked specific quesitons regarding my 2019 and 2018 Federal Returns and CLEARED MY RETURN FOR PROCESSING!!! Both agents admitted that because of COVID, its possible the letter was NEVER mailed. I asked if a second letter would be sent and the agent said "unlikely". If I had not called, my return would still be on hold. In less than one week of calling, I checked online and my refund will be sent next week - exactly 10 days after I called the IRS.
Here are specific instructions on "How to call" to speak with a live agent
- The IRS telephone number is 1-800-829-1040, and they are available from 7 a.m. – 7 p.m. Monday thru Friday. The best time to call is early in the morning.
- The first question the automated system will ask you is to choose your language.
- Once you’ve set your language, do NOT choose Option 1 (regarding refund info). Choose option 2 for “Personal Income Tax” instead.
- Next, press 1 for “form, tax history, or payment”.
- Next, press 3 “for all other questions.”
- Next, press 2 “for all other questions.”
- When the system asks you to enter your SSN or EIN to access your account information, do NOT enter anything.
- After it asks twice, you will be prompted with another menu.
- Press 2 for personal or individual tax questions.
- Finally, press 4 for all other inquiries. The system should then transfer you to an agent.
The almost 2 hour hold was absolutely worth it!
Good luck!
