You may be one of millions Americans who are dealing with IRS problems.

It Taxpayer Advocate ServiceTAS (or The Agency Support) is an autonomous organization that works within the agency. It provides one-on-one guidance as well as fighting for systemic change.

Erin Collins, national taxpayer advocate, manages approximately 80 local offices to assist struggling filers.

She took the reins as tax secretary in March 2020. This has been a crucial year for taxpayers, and the professionals in the field of taxes, which she describes in her book. 2021 annual report to Congress. 

In the period between October 1, 2020 and September 30, 2021, nearly three million calls were made to National Taxpayer Advocate Hotline. This is a 999% increase over previous twelve months and we received 264,343 additional cases.

This is why the IRS has an unprocessed backlog numbering in the tens of thousands. expects to clear by the end of 2022.

CNBC talked with Collins about the crucial role she played during this unprecedented period for IRS. For clarity and conciseness, the interview has been edited.

Kate Dore: Let me know about your path to national taxpayer advocacy.

Erin Collins:It makes me smile to think that you really did plan this. My professor in law school pointed me towards the IRS Chief Counsel.   

Although I didn’t know what I wanted to do, I realized it was the right decision. I was able to go straight from law school and become the IRS Chief Counsel. It was a 15-year experience that I had and it gave me many hats which were extremely helpful in my current position.

Then I joined [accounting firm]KPMG’s IRS controversy practice was fascinating because they are constantly changing their view. KPMG views tax in a completely different way than the IRS.

KD. You were appointed to the Taxpayer Advocate Service on March 20, 2020. Why did you choose this job?

EC:KPMG just had me announce my retirement and I truly thought of retiring. It was not something I planned to do. It was my only option for getting out of retirement.

It’s an interesting position and it is a privilege to serve as national taxpayer advocate. You can think independently, look back at the situation and consider it differently to our IRS colleagues.

KD. Your Congressman’s 2021 annual report outlined several IRS recommendations. What of these suggested changes is most likely to be implemented in the short term?

EC:That’s one tough decision. Many of these recommendations are already in place. 

One of them was to automate collection notices. The IRS should postpone, or suspend these until they clear the backlog of correspondence. Recently, they agreed. suspend a lot of those noticesThis has, I believe, been an enormous help to taxpayers.

One of the things I am a firm believer in — and I think the pandemic really highlighted the need for — is a robust online account for individual taxpayers and businesses.

It’s clear that the IRS intends to increase online account functionality. However, it’s moving a little slower than I would prefer.

KD: Which are your biggest challenges in achieving the changes you have suggested?

EC:Technology’s greatest challenge is finding sustainable funding. Without knowing what your budget is for each year, it’s difficult to undertake large IT projects. The IRS is facing the most difficult challenge in truly modernizing the IRS and getting there I think they should be.

It seems that they would like those who have a phone or a computer to be able access to IRS representatives and chatbots to answer basic questions.

It doesn’t matter if you’re uploading documents, or filing returns online. That would free up phones for the people who really need them.

KD. Is there any section of your website you recommend to someone who is dealing with IRS issues?

EC: There are many things we can do to help you. qualification sectionThe website I recommend. There are two types of people: those who have financial difficulties and those who have systemic problems. 

Imagine that the IRS promised to process your correspondence within 60 business days. But now, 90- or 120 days have passed. TAS services would apply to you. 

This is an alarming number, as it has been for the past few years. Our service is available to millions of people.

KD: Do you have any other information that readers should know about the Taxpayer Advocate Service

Due to the challenges in inventory, these past two years were extremely difficult for tax professionals and taxpayers. Many taxpayers still have not received their refunds.

Ununderstanding our authority is one of the biggest misconceptions. If you have an IRS error or a mistake on your tax return, we can help. We don’t have the power to correct the problem. It is referred to the IRS colleagues who will advocate for you.