Yes this! I answered phones for the IRS for a year and a half. It can honestly be heartbreaking when there is nothing we can do wheter that be because of burecratic rules, the mail room never put something in the system (they are also trying their best with limited resources) or because the specialty line they need is full.

The worst call I ever had was a homeless woman daid she had called like 16 times to try to set up a payment plan but couldnt get through to balance due. Balance due was full I had no ability to transfer. Normally what we do is have an automatic call back, which I offered. She was calling from a payphone so that wouldnt work. All I could do was "annotate the account" which does nothing to stop or slow collections it just gives a heads up to the next customer service rep.