Practitioner Priority Service (PPS) Transcript Request Issues

IRS recently shifted some responsibilities for balance due calls. Subsequently, IRS has received complaints from tax preparers with Forms 8821, Tax Information Authorization, on file that PPS assistors are transferring transcript request calls to the Automated Collection System (ACS).
IRS has now instructed PPS assistors that those transcript request calls should not be transferred.
However, tax preparers inquiring about balance due issues will be transferred to the ACS. Additionally, only tax preparers with Forms 2848, Power of Attorney, on file can receive information about a taxpayer’s balance due or payoff options.
IRS is also updating the PPS toll-free line automated recording to note that those calling about balances due or payoffs should select option 4 to reach the ACS.