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  • 5 reasons why the Republican claim about 87,000 new IRS agents is an exaggeration | CNN Politics

    5 reasons why the Republican claim about 87,000 new IRS agents is an exaggeration | CNN Politics

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    Washington
    CNN
     — 

    In its first vote on legislation, the new Republican-controlled House approved a bill Monday that would rescind nearly $80 billion for the Internal Revenue Service – with key GOP lawmakers making the exaggerated claim that the money would be used to hire 87,000 auditors who will target hardworking Americans.

    “House Republicans just voted unanimously to repeal the Democrats’ army of 87,000 IRS agents,” tweeted speaker Kevin McCarthy after the vote.

    “This was our very first act of the new Congress, because government should work for you, not against you,” he added.

    But Democrats approved the $80 billion in funding last year as part of the sweeping Inflation Reduction Act, intending to support the troubled IRS crack down on tax cheats and provide better service to taxpayers.

    The bill to rescind the funding, which passed along party lines, has little chance of becoming law, given the Democratic majority in the Senate and a pledge from President Joe Biden to veto the bill if it ever reaches his desk.

    But the vote highlights how funding for the IRS has become a political football. The issue is sure to come up when Daniel Werfel, Biden’s nominee for IRS commissioner, gets a confirmation hearing.

    Here’s why the Republicans’ oft-repeated claim about new IRS agents is exaggerated:

    The 87,000 figure comes from a 2021 Treasury report that estimated the IRS could hire 86,852 full-time employees over the course of a decade with a nearly $80 billion investment – not solely enforcement agents.

    And all those new employees can’t be hired overnight. The money will flow to the IRS over a 10-year period.

    “The reality is the $80 billion boost would be spread throughout the agency, with money flowing to enforcement, taxpayer services, operations, and modernization,” wrote Janet Holtzblatt, a senior fellow at the Urban-Brookings Tax Policy Center.

    The Inflation Reduction Act dictates that about $45.6 billion will go toward strengthening enforcement activities – including collecting taxes owed, providing legal support, conducting criminal investigations and providing digital asset monitoring. But the IRS has not specified how many auditors will be hired.

    More than $25 billion is allocated to support IRS operations, including expenses like rent payments, printing, postage and telecommunications.

    Nearly $4.8 billion can be used for modernizing the agency’s customer service technology, like developing a callback service.

    Roughly $3 billion is allocated for taxpayer assistance, filing and account services.

    Many of the new hires will be replacing staff that the IRS has already lost or is expected to lose through attrition in coming years.

    Last year, then-IRS Commissioner Charles Rettig told lawmakers that staffing has shrunk to 1970s levels and that the IRS would need to hire 52,000 people over the next six years just to maintain current staffing levels to replace those who retire or otherwise leave.

    The IRS is already using the new funds to ramp up hiring for work outside of its audit operations.

    In October, the IRS announced it had hired 4,000 customer service representatives to answer phones and provide other taxpayer assistance. At the time, the agency said it intended to hire another 1,000 staffers by the end of 2022.

    Many of the new staff will be in place at the start of the 2023 tax season, and nearly all are expected to be trained by Presidents’ Day in February, which is traditionally when the agency sees the highest call volumes.

    National Taxpayer Advocate Erin Collins expects IRS services for taxpayers to improve this year – in part due to the funding increase.

    Taxpayer service, like answering the phones and processing returns in a timely manner, has suffered as the IRS’ budget has shrunk by more than 15% over the last decade. Collins, who heads the independent watchdog organization within the IRS, last year called the IRS service “horrendous.”

    Only about one in eight calls from taxpayers got through to an IRS employee last year, according to her annual report released Wednesday.

    The IRS struggled significantly during the Covid-19 pandemic, allowing backlogs of millions of tax returns to pile up in the past two years.

    “The majority of new hires the IRS makes will be those who answer the phones, work on processing individual tax returns or go after high-end taxpayers or corporations who are avoiding their taxes,” wrote Rettig in an op-ed published by Yahoo!Finance in August.

    A Trump appointee, Rettig called the claim that the IRS is hiring 87,000 agents to harass taxpayers “absolutely false.”

    While audit rates are expected to go up for some taxpayers as the new funding flows to the IRS, the rates have also been declining for some time.

    Audit rates of individual income tax returns decreased for all income levels between tax years 2010 to 2019, according to the Government Accountability Office. They decreased the most for taxpayers with incomes of $200,000 and above, which are generally more complex.

    The Inflation Reduction Act says that the new investment in the IRS is not “intended to increase taxes on any taxpayer or small business with a taxable income below $400,000.”

    Still, there is some uncertainty about how exactly the IRS will decide how to ramp up audits.

    In an effort to shed some clarity, Treasury Secretary Janet Yellen affirmed the Biden administration’s commitment to not target low- and middle-income taxpayers.

    “I direct that any additional resources – including any new personnel or auditors that are hired – shall not be used to increase the share of small business or households below the $400,000 threshold that are audited relative to historical levels,” she wrote in a six to Rettig in August.

    Yellen also directed the IRS to produce an operational plan within six months to detail how the new funding will be spent.

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  • Frontier Airlines no longer has a customer service phone line | CNN Business

    Frontier Airlines no longer has a customer service phone line | CNN Business

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    New York
    CNN
     — 

    Customers who need flight information or want to make changes to travel plans can no longer call Frontier Airlines and speak to an agent, the company confirmed to CNN Saturday.

    Starting last week, the ultra low-cost airline said it has transitioned to fully digital communications. Customers seeking help or information from the carrier must deal with an online chatbot, social media channels or WhatsApp. Those who need to speak to a live agent can use the carrier’s 24/7 chat tool.

    “We have found that most customers prefer communicating via digital channels,” spokesperson Jennifer F. de la Cruz said in a statement, saying they can now receive information as “expeditiously and efficiently as possible.”

    Frontier is known for its cost-cutting measures, such as charging for advance seat assignments and for carry-on bags that exceed the carrier’s size rules. (It checks their dimensions when you board).

    Customers who call the customer service phone number now are greeted with an automated message that says, “At Frontier, we offer the lowest fares in the industry by operating our airline as efficiently as possible. We want our customers to be able to operate efficiently as well, which is why we make it easy to find what you need at Flyfrontier.com or on our mobile app. We also have a chat service available 24/7.”

    Its low-cost flight competitors, Spirit Airlines and Allegiant Airlines, still use call centers staffed by live agents.

    It’s no wonder Frontier wants to get rid of customer service over the phone. The Department of Transportation in November said it is issuing $7.25 million in fines against six airlines for the “extreme delays” in providing refunds since the start of the Covid-19 pandemic to passengers. The only US carrier was Frontier, which was fined $2.2 million by the agency.

    Frontier recently launched an unlimited annual flight pass currently for $799 – though it comes with caveats, such as blackout periods concentrated around the holidays. Customers also can’t book a domestic flight more than a day in advance.

    It’s not the only carrier without a call center for its customers. Breeze Airways, an airline founded in 2018 by JetBlue’s David Neeleman, does not even have a call center phone number. Customers are advised to contact the carrier via Facebook Messenger, text, email or they can make changes to their flights on its app and website.

    – CNN’s Geneva Sands and Pete Muntean contributed to this report.

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  • Amazon debuts new shopping portal for customers on government assistance | CNN Business

    Amazon debuts new shopping portal for customers on government assistance | CNN Business

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    New York
    CNN Business
     — 

    Amazon on Monday launched a new shopping portal called Amazon Access that is designed for shoppers receiving government assistance.

    The shopfront features SNAP EBT on Amazon, information about the Amazon Layaway program that all shoppers can use to pay for their orders over time and spotlights discounts and coupons for any customer on essential grocery items.

    Amazon already offers some services for low-income customers, such as discounted Amazon Prime membership. It also accepts Supplemental Nutrition Assistance Program or SNAP benefits for groceries purchased through Amazon Grocery, Amazon Fresh and Whole Foods. The company said the new portal is meant to be a centralized hub that puts these individual benefits all in one place.

    “Given the tough economic climate with many facing rising costs on essential needs, we want our customers to know about all the accessible offerings available on Amazon, no matter their circumstances,” said Nancy Dalton, head of community partnerships for Amazon Access.

    Amazon

    (AMZN)
    also announced it has renamed its discounted Prime membership to Prime Access. Eligible customers can sign up for the service on Amazon

    (AMZN)
    Access.

    Neil Saunders, retail analyst and managing director at GlobalData Retail, said the new portal could be useful for lower-income shoppers.

    “It is something positive Amazon can point to, which shows it is helping hard-pressed consumers during a more difficult economic period,” said Saunders, adding that Amazon “should be able to generate some incremental sales out of consolidating the benefits into a new shopfront.”

    At the same time, he didn’t think Amazon Access would help boost Prime membership numbers significantly.

    “Amazon sees this as a way of growing Prime at a time when it is near to saturation in the US, as there are still many lower income consumers who do not have access to the program,” said Saunders. Former Amazon CEO Jeff Bezos said in an April 2021 letter to shareholders that the company has more than 200 million Prime members worldwide.

    Earlier this year, Amazon said the price of its annual Prime subscriptions would increase from $119 to $139 per year in the United States and its monthly subscription would also increase from $12.99 to $14.99.

    The company said it was increasing the cost because of “expanded Prime membership benefits,” such as added Prime Video content and expanded free same-day shipping, as well to compensate for the rising costs of labor and transportation in its distribution network.

    –CNN’s Clare Duffy contributed to this report.

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