Is anyone else having a hard time getting through to speak with an agent at CRA individual inquiries line? I have been trying for the past 2 weeks calls daily at different times and each time I’m getting the message that all agents are busy and to call back later. I’m trying to get an update on a T1adjustments for a few clients. So frustrating.
Instead of accepting the calls and have you wait for hours, I think CRA limits the number of calls now. Most the time, I don’t even know why we bother calling them, never got an answer anyways, and sometimes, I felt agents, just hung up when they heard a question that they have no clue, and you have to call and wait for hours again.
I look here first - Contact the Canada Revenue Agency (CRA) - Canada.ca - and if it says wait time not available I find you get the call back later message.
I have yet to find a pattern as to when is the best time to try.
I spoke with an agent in post assessment review today and she told me that they are currently back logged due to this being their “busy season”. She couldn’t even give me a timeline on when the reassessment will be completed. I nearly snapped when she tried to justify their busy season. Like all tax preparers we plan and staff accordingly for our “busy” season, but for some reason the CRA cant get their house in order and every year its like this is their first time in tax season. When they issue a review letter, they demand a response be made within 30 days, but when its the taxpayers turn, they have not timeline.
Probably shouldn’t have laid off 450 people at the beginning of a tax season when they do a “major upgrade” to their system.
I have a list of things I need to deal with and can’t get through for even 1 of them. It’s all well and good the average hold time is 30 minutes, but I’m now waiting far longer than a couple hours since I haven’t been able to get through all month. I’d rather have the phone next to me waiting for my turn than this.
They need a dedicated preparer line. Half the people calling probably could deal with whatever it is online, but we can’t. We HAVE to call them. My clients are great. They understand what’s happening, but they are also tired of me telling them I can’t get through.
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I use T193: After x amount of time, I still can’t into queue. Please have someone call me regarding: …
I get a call sometimes the next, but it can be over a week.
I think the CRA has also lost track of time.
Routine system maintenance
Due to system maintenance, some services will be temporarily unavailable starting 11:00 pm on Friday May 9, 2025 until 6:00 am on Monday May 12, 2025 ET.
I had a client T2 filing recently assessed incorrectly.. client paid a $14,000 instalment and had $11,000 of taxes payable for the fiscal year, which includes a $1,700 NERDTOH that should have offset the portion of refundable Part 1.
CRA assess my client now a month later with a $3,000 bill. The overpayment of instalments? Administrative adjustment debit. RDTOH? Completely missing from the NOA. So where did the money go ??
Have been calling since Monday AM and unable to get through to business inquires. Pathetic! I fear it may get worse before it gets better.
In the news today, CRA is terminating a number of upper level staff. Will that help?
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If you’re still seeing this on the RAC login page, clear your browser cache. Not sure why this one “got stuck” when previous such messages never did, but it was bugging me for several weeks, too. Then, I was helping a client log in using MS Edge, and there was no such warning message, so I cleared the cache in Chrome (which is what I usually use), and it’s all good now.
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Maybe, are they the ones that made all the brilliant decisions to lay off a ton of people before actually testing the software upgrades designed to eliminate their jobs?
Heads should roll over the mess this year has been, and it shouldn’t be front line staff hanging in there despite how awful this must be to deal with for them too.