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Why the irs office representative couldnt answerme a simple question?

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Well i went to the irs office and waited two hours to see a representative to ask him something about if a u.s citizen has to pay double taxes if he lives and works in another country and he told me that is not allowed to answer these kind of questions i was like really and he gave me a phone number to call and a website to check, but i find it very unreliable if a goverment office representative cannot answer a simple question in my face. What do you think? Tell me please thank you.