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The best way for a taxpayer to get IRS assistance when their system has not responded is to file form 911 with their taxpayer advocate office. A download is easy to get, as are mailing addresses.
In a day or two, an advocate will call you, likely with a tracer on your refund.
The TAO personnel are among the best IRS customer service folks. They will respond and keep working until the case is resolved, C either with a refund check or a reason why you didn't get one.
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