Called IRS at 5pm, still on hold after 7pm - is anyone actually there to answer?

Having worked in a call center before (not IRS specifically), I can tell you that most government agencies operate on a "no new calls after closing" policy. This means they won't accept new calls after their stated closing time, but agents will continue working with callers already in the queue. The fact that you've been transferred is actually a good sign - it means you're in the system and likely in someone's queue. Agents typically don't go home until they've cleared their assigned calls, even if that means staying past the official closing time. The IRS is especially strict about this because of the sensitive nature of tax information. That said, if you've been on hold for more than an hour after being transferred, there might be an unusually high volume or a system issue. In my experience, staying on the line is usually worth it if you've already invested this much time.

After spending 4+ hours on hold with the IRS last month only to be disconnected, I found a service called taxr.ai that completely changed my experience. I was skeptical at first, but I uploaded my tax documents to https://taxr.ai and their AI analyzed everything and gave me the exact information I needed about my transcript, which helped me figure out why my refund was delayed. The best part was that it showed me exactly what to say when I finally did reach the IRS, with specific codes and sections to reference. When I eventually called again, I was much more prepared and got my issue resolved in one call instead of being transferred around.

Guys I tried that taxr.ai site after posting my skeptical comment and I'm actually shocked. I uploaded the confusing CP12 notice the IRS sent me about my refund adjustment and it explained EVERYTHING in plain English. It even told me exactly why the adjustment happened (math error on line 28 of my 1040) and what my options were. I was about to waste hours on the phone again but now I don't even need to call! Honestly wish I'd known about this months ago when I first got the notice. Would've saved me so much confusion and stress.

OP, if you're still waiting, you should just try https://claimyr.com - it changed my life with IRS calls. I was in the exact same situation last month, on hold forever, getting disconnected, the whole nightmare. With Claimyr, they wait on hold with the IRS for you, then call you once they reach a human agent. You can see how it works here: https://youtu.be/_kiP6q8DX5c I was able to run errands and cook dinner while they waited on hold instead of being stuck listening to that awful music. When my phone rang, I picked up and was instantly connected to an IRS agent. The whole process took like 3 minutes of my actual time instead of 3 hours.

I need to publicly eat my words about Claimyr. After posting that skeptical comment yesterday, I decided to try it this morning because I was desperate after 5 failed attempts to reach the IRS about my missing refund. Not only did it work, but I got through to an actual helpful agent in the right department on the first try. They called me back in about 45 minutes (while I was in a meeting), and I just stepped out to take the call. The agent was able to release my refund that had been held up for verification. I was 100% convinced this would be a waste of money but honestly it was worth every penny for the time saved. Sorry for doubting!

FYI - if you're calling the main IRS customer service line (800-829-1040), they stop taking calls at 7pm Eastern time. BUT that doesn't mean they kick people off who are already in the queue. I worked for the IRS for 3 years, and the policy is that agents stay until they clear their queue from the day. Sometimes that means staying until 8:30 or 9:00pm on busy days. So if you're already in the system and waiting for a transfer, someone should eventually pick up. The exception would be if you got transferred to a specialized department that closes earlier or if there was a system-wide issue.

did you ever get through? im in the same boat right now, been on hold for 3 hours after getting transferred and its already 6:30...debating if i should just hang up and try again tomorrow

I feel your pain! I went through something similar last month and ended up staying on hold until almost 9pm, but I did eventually get through. The key thing is that once you're transferred, you're in a specific agent's queue rather than the general hold system. One thing that helped me was using the callback feature if it's available - some IRS lines will let you request a callback instead of staying on hold. You can usually press a number during the hold message to get this option. That way you can at least put your phone down and do other things while keeping your place in line. If the callback isn't available and you've already invested this much time, I'd personally stick it out a bit longer. The fact that it's past 7pm actually works in your favor since they're not taking new calls anymore, so the queue should be moving faster now. Good luck!

I've been in your exact situation multiple times and here's what I learned from experience: if you've already been transferred and are in a specific department's queue, definitely stay on the line. The IRS operates on a "finish your queue" policy, meaning agents work until they've handled everyone who was already waiting when they officially closed. The 2.5 hours you've invested is actually typical for IRS calls, unfortunately. I once waited 4 hours total but got my issue completely resolved in one call, which saved me from having to start the whole process over again the next day. One tip: if you have speakerphone, use it and keep the volume up so you can hear when someone picks up. I've missed agents coming on the line because I stepped away for a minute. Also, some people report better luck calling the Spanish language line (1-800-829-1040 and pressing 2) even if you don't speak Spanish - they often transfer you to English-speaking agents with shorter wait times. Hang in there - you're probably closer to getting through than you think!

As someone who's been through this exact nightmare multiple times, I can tell you that you're likely still in the queue and an agent will eventually pick up. The IRS doesn't abandon calls after hours - they work through everyone who was already waiting when they officially closed at 7pm. That said, 2.5+ hours on hold is brutal even by IRS standards. A few things that might help while you wait: make sure you're on speakerphone so you don't miss when someone picks up, have all your tax documents and ID ready to go, and maybe grab some food since you might be there a while longer. The silver lining is that once you finally get through, the agent will likely be very helpful since they know you've been waiting forever. In my experience, the agents who work the late shift are often the most experienced and can resolve issues faster than during peak hours. Stay strong - you've invested too much time to give up now! And next time, definitely try calling right at 7am or consider using one of those callback services people mentioned above.

I went through this exact same torture last year and ended up getting through around 8:45pm after starting my call at 4:30pm. The IRS absolutely does work through their queue after closing - it's actually federal policy that they can't abandon taxpayers who are already in the system. Here's what I wish someone had told me during my marathon hold session: bring snacks, use the bathroom now, and put your phone on speaker with the volume up. I almost missed my agent because I had stepped away for literally 30 seconds to grab water. Also, when you do get through, the first thing they'll ask for is your SSN and date of birth, then they'll want to know the specific dollar amount from line 24 of your most recent tax return for verification. Having that ready will save you precious time since these late-shift agents are usually trying to clear their queue as quickly as possible. You've already invested 2+ hours - don't give up now! The queue is probably moving faster since they stopped taking new calls at 7pm. Hang in there!

I've been in your exact situation so many times! Based on my experience, if you've already been transferred, you're definitely still in an active queue. The IRS has a strict policy about working through everyone who was already waiting when they officially close at 7pm. Here's what I learned from my own 3+ hour marathon sessions: the agents who work the evening shift are usually more experienced and can often resolve complex issues faster than during peak daytime hours. They know people have been waiting forever and tend to be very thorough. My advice? Stick it out since you've already invested so much time. Put your phone on speaker, grab some snacks, and have all your tax documents ready (especially your most recent return - they'll need the exact amount from line 24 for verification). The queue should actually be moving faster now that they're not accepting new calls. I know it's frustrating, but hanging up now means starting completely over tomorrow with potentially the same wait times. You're probably closer to getting through than you think!

I've been through this exact nightmare more times than I care to count! The good news is that if you've already been transferred, you're definitely still in the system and they will work through their queue even after closing hours. I once stayed on hold until 9:15pm and finally got through - it was worth it because the agent was able to resolve everything in one call. A few survival tips from someone who's mastered the art of IRS hold marathons: definitely use speakerphone so you don't miss when someone picks up, have snacks and water nearby, and most importantly - have your most recent tax return and Social Security card ready. They'll ask for your SSN, date of birth, and usually want the exact dollar amount from a specific line on your return for verification. The evening shift agents are often the most experienced and can resolve issues quickly since they know you've been waiting forever. At this point you've invested too much time to give up - hang in there! The queue should be moving faster now that they stopped taking new calls at 7pm.

OP, I feel your pain so much! I went through this exact same situation about two months ago. Called at 4:45pm, got transferred around 6:30pm, and didn't get through to an actual person until 8:40pm. I was convinced I was just sitting there talking to a recording, but an agent eventually picked up and was super helpful. The key thing is that once you're transferred, you're locked into a specific department's queue. They have to work through everyone who was already waiting when they officially closed at 7pm - it's federal policy. The agents can't just go home and leave people hanging. My advice: put it on speaker, grab some food, and have your tax documents ready (especially your SSN and the exact amount from line 24 of your most recent return - they always ask for that). The evening agents are usually the most experienced ones and can knock out complex issues quickly since they know you've been waiting forever. You've already invested 2+ hours - don't give up now! The queue is probably moving faster since they stopped taking new calls. I promise someone will eventually pick up, even if it takes until 9pm.

I can definitely relate to this frustration! I had a similar experience a few weeks ago where I called around 4pm about an issue with my tax transcript, got transferred twice, and ended up waiting until almost 9pm before finally getting through to someone. The good news is that you're almost certainly still in the queue if you were transferred - the IRS has a policy where agents have to clear their assigned calls even if it means staying past closing time. I know the wait is brutal, but at this point you've invested so much time that it's probably worth sticking it out. One thing that helped me stay sane during the wait was putting my phone on speaker and doing other things around the house while keeping the volume up so I could hear when someone picked up. Also make sure you have your most recent tax return handy - they'll ask for your SSN, DOB, and usually want a specific dollar amount from your return to verify your identity. The agent I finally talked to was actually really helpful and took the time to walk me through everything, even though it was well past normal hours. Hang in there - you're probably closer than you think!

I totally understand your frustration! I've been in this exact situation before and it's absolutely maddening. The good news is that since you were transferred, you're definitely still in an active queue. The IRS has a strict policy that agents must work through everyone who was already in the system when they officially closed at 7pm - they can't just abandon calls. I know 2.5+ hours feels like an eternity, but you're actually in a better position now than if you hung up and called back tomorrow. The queue should be moving faster since they stopped accepting new calls, and the evening shift agents are typically more experienced and can resolve issues efficiently. My advice: put your phone on speaker, grab some snacks, and have your documents ready (SSN, DOB, and the exact dollar amount from line 24 of your most recent tax return for verification). I once waited until almost 9pm but got my issue completely resolved in one call, which saved me from having to start this whole nightmare over again. You've invested too much time to give up now - hang in there! An agent will eventually pick up, even if it takes another hour or so.

I've been in your exact situation multiple times and I can confirm that you're definitely still in an active queue! The IRS has a strict federal policy requiring agents to work through everyone who was already waiting when they officially closed at 7pm - they absolutely cannot abandon calls. Having worked in government customer service myself, I know that transfers actually put you in a specific department's queue rather than the general hold system, which is why you're still connected. The evening shift agents are typically the most experienced ones and often work more efficiently since they know callers have been waiting for hours. Since you've already invested 2+ hours, I'd strongly recommend sticking it out. Put your phone on speaker, grab some snacks, and have your documents ready - specifically your SSN, date of birth, and your most recent tax return (they'll likely ask for the exact amount from line 24 for verification). The queue is probably moving faster now that they stopped accepting new calls at 7pm. I once waited until 8:45pm but got my complex issue completely resolved in one call, which saved me from starting this nightmare all over again the next day. You're probably closer to getting through than you think - hang in there!

I can totally relate to this frustration! I went through almost the exact same thing about a month ago - called around 4:30pm, got transferred twice, and ended up staying on hold until nearly 9pm. I was convinced everyone had gone home and I was just listening to hold music for nothing. But here's the thing - if you've already been transferred, you're definitely still in an active queue. The IRS has a policy where agents have to finish with everyone who was already in the system when they officially close at 7pm. They can't just abandon calls and go home. My advice after surviving that marathon session: put your phone on speaker so you don't miss when someone picks up, have your most recent tax return ready (they'll ask for your SSN, DOB, and usually the exact amount from a specific line for verification), and try to stay patient. The evening agents are often more experienced and can resolve things quickly since they know you've been waiting forever. I know it's brutal, but at this point you've invested so much time that starting over tomorrow would probably mean going through the same wait all over again. Hang in there - someone will eventually pick up, even if it takes until 8:30 or 9pm!

I'm going through this exact same nightmare right now! Been on hold since 4:15pm, got transferred around 6:45pm, and it's now almost 9pm. Reading all these stories is honestly the only thing keeping me sane right now. It's so frustrating that we have to go through this just to get basic help with our taxes. I called about a simple question regarding my amended return status and here I am hours later still listening to that awful hold music. But seeing that so many others have stuck it out and eventually got through is giving me hope. @a55fa451d546 Your timeline is almost identical to mine! Did the agent who finally picked up seem rushed at all, or were they able to take the time to actually help you properly? I'm worried that after waiting this long, they'll be in a hurry to finish their day and not give my issue the attention it needs. Thanks everyone for sharing your experiences - this community support is literally the only thing keeping me from hanging up right now!