Summary: FTB has increased its budget by $35 million a year for customer service staff — but it doesn’t appear they’ve hired any more staff and their customer service numbers are getting worse.
2023: FTB Admits Failures and Increased Budget
In March 2023, FTB admitted that penalties and fees were being falsely imposed as a result of customer service failures. They didn’t outright say this, but they also implied that wage garnishments, liens and levies were also being falsely imposed due to these customer service failures.
FTB requested a $25.23 million per year budget increase in order to correct these customer service issues. FTB had stated that they intended to hire more customer service agents and give raises and bonuses to the existing staff.
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