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As for IRS customer service, their performance is anywhere along a scale running from fantastic to gawdawful in any one case. Much the same as most large organizations, except banks. Banks invented bureaucratic ineptitude and buck passing.
And at this time of year, your scale runs toward the low end, when IRS hires temps for customer service. The original letter probably ought to have been handled better. But a phone call? You'll probably get someone who doesn't know what a 403(b) plan is. Even if the Federal Savings Incentive Plan IS one. (IF that's the right name.)

Banks? I would have said telecoms.

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