@Nancyzala
You can try speaking to the IRS Taxpayer Advocate Service to see if they can help you.
The International office of the IRS Taxpayer Advocate Service is in Puerto Rico. There is an English phone number and a Spanish phone number.
Here's the info at the IRS website:
https://www.irs.gov/advocate/local-taxpayer-advocate#PuertoRico
As you'll see there, that International method uses regular non-800 phone numbers. So you should be able to phone from another country, but there will be a phone charge, so be mindful of that if you are on-hold a long time.
Or instead of using the International office of the IRS Taxpayer Advocate Service, if your country allows you to phone "800" numbers, you could phone the national USA office of the IRS Taxpayer Advocate Service at 1-877-777-4778.
The Taxpayer Advocate Service also accepts a request for help on Form 911 which can be faxed or postal mailed to them. You'll see a link to Form 911 and a FAX number shown at the International link above. The form has a place to explain your issue, but it's not very big. If you need more space, it says you can attach additional sheets.
