IRS Processes 98% of Tax Returns Despite Staffing and Tech Strains The Internal Revenue Service (IRS) managed to process nearly all tax returns during the 2026 filing season, but the agency faced significant challenges due to staffing shortages, outdated technology, and the implementation of new tax provisions. A Government Accountability Office (GAO) report released in August highlighted how these issues forced the IRS to rely more heavily on external vendors and automation, while taxpayers experienced longer wait times for paper refunds, refunds, and customer service. The report also raised concerns about the long-term sustainability of the agency’s operations and whether Congress will take action to address the growing capacity crisis. The filing season, which ran from January 26 through April 15, tested an agency that had already lost thousands of employees during fiscal 2025 while implementing new tax rules. The IRS received approximately 177 million individual and business tax returns, processing about 98% of them, matching the prior year’s rate. Nearly 95% of returns were filed electronically, but paper returns faced severe delays. Systems used to process paper filings were not fully operational at the start of the season, with the individual paper-processing system unable to handle 2025 returns for the first six weeks. The scanning system for business paper returns was entirely unavailable throughout the filing season, forcing the IRS to send about 3.7 million business paper returns to outside vendors for scanning and electronic submission. This marked a sharp increase from the previous year, when only 443,000 business paper returns were processed by vendors.#customer_service #irs #tax_returns #government_accountability_office #paper_refunds
'So much of the work is going to be done by agents': ServiceNow CEO says graduate unemployment could reach 30% because of AI agents 90% of human customer service agent use cases can be replaced by AI, ServiceNow CEO Bill McDermott explains. #customer_service #human_customer #ServiceNow_CEO #CEO_Bill #Bill_McDermott #McDermott_explains #graduate_unemployment
Buc-ee's receives "F" rating from Better Business Bureau Buc-ee's, the Texas-based travel chain known for its clean restrooms and brisket sandwiches, has been assigned an "F" rating by the Better Business Bureau. The BBB cited a recurring issue with the company’s failure to address customer complaints as the primary reason for the low rating. According to the BBB, Buc-ee's does not provide any assistance phone numbers on its website, and email inquiries often go unanswered. The agency also noted that the company failed to respond to 88 complaints filed against it. The BBB explained that its rating system ranges from A+ to F, based on factors such as customer complaints, transparency, and responsiveness. Customer reviews do not influence the ratings, which are updated automatically as new information is received. Of the 38 locations rated by the BBB, 33 received an "F," while two were given "A" ratings and two received "C-" ratings. One location’s rating was marked as undetermined. Buc-ee's currently operates 54 locations nationwide, according to its website. CBS News Texas contacted Buc-ee's for comment but has not yet received a response. The BBB emphasized that its ratings reflect the company’s handling of customer concerns, highlighting a pattern of neglect in addressing issues raised by patrons. The agency’s findings underscore concerns about the company’s commitment to customer service and transparency. The BBB’s rating system aims to provide consumers with a clear indication of a business’s reliability. While customer reviews are not factored into the ratings, the agency’s focus on responsiveness and complaint resolution underscores its role in holding businesses accountable.#customer_service #better_business_bureau #bucees #customer_complaints #bbb_ratings
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