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They are helpful, but the gears grind slow.
A few years back the IRS double dipped my payment. Instead of $12,000+ they hit my account for nearly $25,000.
When i picked up on the double payment I visited the local office in person. I walked in and I was the only "customer". There was a security guard who told me to take a number. I pulled off my ticket number, sat down, and then my number was immediate called....
I told the girl my problem. She pulled up my account on her computer. Yep, two deposits. One was credited to my account. The second was in limbo. She acknowledged the problem, but said she couldn't do anything about it on her end. She took my phone number. A week later she called and said I had been assigned an advocate to help me through the process. Another week and the advocate called me and detailed the plan to get my money back. Every week or two he would call me and give me an update. After 3 months he called and told me I should be getting a check in the mail. Sure enough, a week later I got the check. With interest. Took nearly 4 months.
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