In the process of trying to obtain a free copy of my 1040 for a financial aid application. I called in a most pleasant mood, even ready for a long wait. After waiting 30 minutes, I was met by the RUDEST lady...I mean, fast-talking, interrupting everything I said, unhelpful, rude (when I asked her to verify something and got exasperated because she wasn't understanding - or listening! - to me, she threatened to hang up on me). After answering a million questions to verify who I am, she had to put me on hold "for up to 7 minutes while she pulled up my account"...I got disconnected or she hung up on me. I was already shaking with anger at the way I was treated - poorest customer service ever! So I called back because I really needed to get this done. The automated system said their call volume was too high and disconnected me without even putting me on hold. So I took a few deep breaths, and tried again 10 minutes later. I waited on hold for 45 MINUTES when the hold music suddenly stopped. I asked "hello?", but no answer. The call was still connected, so I continued waiting an additional 10 minutes, occasionally asking "hello?"....and was hung up on. Again. I honestly can't believe this. I get that they have a high number of callers, being that it's a national service. But to be treated so inhumane, like a number, if that, is just wrong to me. Just because there's nobody above them that I can complain to, doesn't mean I deserve to be treated like dirt. We, as callers, are PEOPLE, and should be treated as such! If this were any other job in the world, I feel like they'd be fired for interacting in such a disrespectful and dismissive way to a customer.