Written by: Karen Luckart
My daily job can be routine and sometimes not so routine. Correspondence from the IRS can be unsettling, to say the least, for our members. Recently, a case came across my desk that was one of those “not so routine” cases. I was able to lend an ear to a person in need, and it made my day.
In the midst of making a series of routine first contact calls, I dialed a number to make an introduction. When a woman (our member) answered the phone, I was greeted with a shaken and broken tone. I introduced myself and explained why I was calling. The woman on the other end of the line began to cry. While reminding myself not to cross “that personal” line, I asked if everything was okay.
Normally, people are shaken up because of the unknown regarding the audit notice they have just received. But this was different. And then, just like that, out came a whole lifetime of moments and memories. The member, still crying, shared with me the loving life that she’d had with her “brilliant” husband. She described him in detail − what he looked like, what his voice sounded like. She told me how they had moved from their house by the beach to their house in the mountains because of his love for architecture. He’d enjoyed restoring houses to their former glory. As I listened, I could hear her smile as she described more details about their life together and the memories they’d shared.
As she continued with her story, her voice began to exude sadness and she started to cry once again. She described an urn that she was holding in her hands and explained that her husband had just passed away at the beginning of the month. She had just received his ashes about a half hour before I called. I apologized for my timing.
The member continued to talk, telling me about her husband’s cancer and untimely demise. She said the audit could not have happened at a worse time. I tried to think of something to say to her, something that we have been trained to say. But I had nothing; instead, I just listened. By the time she reached the end of her story, she seemed to be at peace. When I got off the phone with her, I had to get up and walk away from my desk.
Today, I could not be more grateful that I had the pleasure of being on the receiving end of this phone call. The woman just wanted someone to listen to her. It was a good reminder that when we pick up the phone, one hundred percent of the time, the person on the other end just wants to be heard. At times it is easy to forget to be personable because the calls and interactions can become somewhat routine. People can be frustrated, rude, or whatever the situation may be. And sometimes, on days like today, moments like this remind me of exactly why I love my job.
TaxAudit.com gets dozens of comments from customers we have helped every week. Below are just some of the reviews we received last month.
2013 was the first year I used TaxAudit. Because of my experience I will use it every year from now on.Joseph, Alta Loma, CA
My audit representative was really great to work with. Even down to the fact that she adjusts her work hours on the west coast to accommodate clients on the east coast. I expected to work with someone that knew how to correct the problem and she certainly was that, but the part of the service that made me the happiest was the communication. Getting audited, even knowing that I was not wrong, is a stressful event and my representative kept me 100% in the loop, always accurately communicated next steps and always delivered on what she said. Her ‘bed- side manner’ was fantastic!Adam, Reston, VA
Audits are extremely stressful and intimidating. Having an intelligent, compassionate audit rep relieved a lot of my stress and made it as easy as possible.Melissa, Artesia, NM
My audit representative handled my case extremely well. The process took over a year to resolve and he did an excellent job keeping me abreast of the processes which were complicated and took over a year to resolve due to IRS work loads. I am extremely pleased with my experience with Tax Audit.com and find it foolish not to have the protection afforded by paying for this service. I could have never navigated this myself with the IRS. Thank you TaxAudit.com!Wayne, Beverly Hills, FL
How scary to get a letter from the IRS. Our audit support team walked us through every step of the way and we were able to provide all the required supporting documents. The day we got the letter stating no additional paperwork had been requested and the IRS had not made any changes to our refund we were over joyed. Our Audit support team was an excellent partner during this process and money well spent.Tammie, Wartrace, TN
Saved me a ton of headache and thousands of dollars! Lots of peace of mind knowing someone qualified was fighting for me. My audit representative even fought them on the last $10 or so, which probably created extra work for him but he suggested we do it anyway. After I got off the phone with him today I signed up for the yearly plan so I know I’m covered in the future. Thanks for making this scary, pricey situation vanish.Dennis, Brooklyn, NY
Signing up for the service was one of my best decisions. All I had to do after receiving a notice from the IRS was to provide documents requested by the TaxAudit personnel and she took care of everything else. I will continue to purchase this service when I file my tax returns.Soonkyu, Fair Lawn, NJ
My local representative was extremely helpful and obtained excellent results with my audit.David, Goodyear, AZ
This process was very well organized and professional. My audit team member was wonderful. She persisted with the IRS and got a resolution in my favor. Tax Audit worked so well I went back and purchased it for previous year’s taxes. Thanks again.Victor, Suwanee, GA