ACS can be intimidating – big, impersonal and far away on a 1-800 number.
Most IRS collection letters are sent from an Automated Collection Service Center (ACS). ACS handles the incoming calls from the collection notices. It is responsible for levy releases, lien determinations and setting up installment agreements.
Here are some tips for successfully navigating ACS:
- Be respectful. It is easy to get frustrated with ACS, but it will get you nowhere.
- Expect a wide range of policies and approaches. It is important to know what IRS internal policy really is, and what the tax laws permit the IRS to do.
- You should always write down the name and identification number of the representative helping you.
- Good results are often based on the personality of the employee. If you are getting a bad feeling, politely end the call and try again.
- Be prepared: Every time you call, you will speak to a different representative.
- You can request to speak with a manager if necessary; you should receive a call back within 24 hours.
- The representative has a computer in front of her. She will be documenting your conversation.
- Before ending the call, request that the representative read back to you her notes. If you have to call back, the first thing the IRS will do is review the case history.
Closing the gap between you and an IRS Automated Collection Service can be simple if you are courteous, educated, and organized with the information that ACS is looking for.