The story thus far...
A few months back, Mum's employer (US publishing company, whom Mum works for on a contract basis) was told they need to withhold about 1/3 (I think) of any royalties due to Mum until she could provide an ITIN from the IRS.
Mum applied for the ITIN - sent the W-7 form from the IRS website along with a notarised copy of her passport and a letter from her employer stating her employment, what basis she was paid under ("royalties") and they had requested the ITIN.
About 6 or so weeks later (give or take a week) we got a written response - form letter which basically said "you haven't provided all the information we need", however it never actually specified what we HADN'T included! Mum was in tears so I called the London IRS office to see if they could shed any light. The only thing that the lady I spoke to in London could suggest is that on the W-7 form in the question at the top, both options A and H should probably be ticked. Mum had originally only ticked A as the form itself is faulty (it can be filled in on the computer but only allows you to tick ONE box, not multiple. That was an IRS stuff up with the PDF, I think).
Anyway, so about 7 weeks ago Mum has her passport copied and re-notarised and we send that along with the IRS 'response' form, plus a newly filled out W-7 form (both A and H boxes ticked) and another copy of the letter from her employer.
Today. Get the same damn form letter from the IRS - AGAIN, NOT GIVING ANY INDICATION OF WHAT INFORMATION WAS MISSING/INCORRECT.
Absolutely at my wit's end. If you know anyone Stateside who can help (or Aussies, if you happen to know a tax professional who is really savvy with the IRS fuckery) then PLEASE get them to contact me ASAP.
In the meantime, I'll be waiting to call the IRS when their offices are open. Goddamn time difference on top of everything else. JFC.
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