IRS: We only plan to answer seven out of 10 phone calls this year

The agency has set a goal of answering only 71 percent of calls to its toll-free help line this year, and those fortunate enough to get through are expected to spend an average of 12 minutes on hold, according to a report released Wednesday by an IRS ombudsman.

“This level of service is unacceptable,” National Taxpayer Advocate Nina E. Olson said, calling it the “number one most serious problem for taxpayers.”

IRS spokeswoman Michelle Eldridge said the agency “is committed to providing the best possible service to every taxpayer,” and she said the agency has been dealing with a rising volume of calls. “The bottom line is we have answered millions more phone calls in the last two years than ever before,” Eldridge said.