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Why IRS Customer Service Is Bad (And May Get Worse), by Allison Linn, CNBC

http://www.cnbc.com/id/101339980

[G]iven its limited resources, the IRS said that in 2014 it will stop preparing tax returns for people who need help, such as those who are elderly or disabled. The agency also plans to answer only “basic” tax law questions, and only during the normal filing season through April 15. Instead, it will direct people to the website and other automated sources of information.  . . .