"All we can do is admit that we're not perfect and we make mistakes too."
The above says it all. Some clients are understanding, and some are not. I don't think we'll ever get past the mindset that it is automatically assumed the taxing authorities are correct and we have made a mistake. More often than not, that is not the case. My primary state has been NC for 25+years and I can tell you they are worse than the IRS at giving explanations. I've been actively looking into whom to contact at the administrative level of the NC DOR to voice my concerns regarding how we as professionals are treated by some of the agents, the unwillingness to provide documentation to the professional and the client, the automatic collection letters without prior notice or the opportunity to dispute anything. My ongoing question is how am I, as an Enrolled Agent supposed to properly represent my client when I cannot receive copies of any notices or detailed explanations surrounding the notice or collection action. Every time I ask, I'm told the same thing, "we only provide copies of notices or other correspondence to the taxpayer". Great, but for the most part, they don't resend anything. These responses can add to the client's deception that we don't know what we're doing.
Yesterday, I spoke with a very nice and cooperative lady at the NC DOR practitioner priority line, every explanation was "what the system" has done. Also, stated, I see "the system" issued a check in the amount of ****** but not sure why "the system" did that. We finally got to a figure that was owed we agreed upon, took notice the client's 2021 refund was absorbed to cover what was owed and the check was the difference between the refund portion and interest and penalties. Here's the kicker, I said there should be a penalty abatement for aggravation and confusion from the NC DOR, and she said well, "I can eliminate that penalty right now and your client will receive another check in the amount of *****." Now I'm a hero and we all know what my status will change to if none of this is followed through.