How to Contact Hacienda: Phone, SURI, Offices and Appointments

Finding the right door at the Departamento de Hacienda (Puerto Rico's Treasury Department, "Hacienda") saves you time and trips. Each channel handles different matters. Asking for a debt certification is not the same as claiming a refund or resolving a levy. This guide summarizes the official channels Hacienda publishes on its website and what to have ready before you call or show up. Phone numbers and hours can change. Check hacienda.pr.gov (in Spanish) before you go.

Summary: where to go for your issue

Hacienda Responde

Hacienda Responde is the contact center that brings together Hacienda's call centers. The number is (787) 620-2323, and Hacienda lists option 2 for payments. According to Hacienda, this center:

• Processes payments by phone with credit and debit cards, or with checking and savings accounts.
• Sets up payment plans and handles collection matters.
• Reports the status of your refund.
• Works on cases of math errors on returns.
• Gives guidance on returns, excise taxes (arbitrios) and tax credits, and on SURI and the Colecturía Virtual (virtual collections office).
• Opens cases and follows up on them until they are resolved.

Hacienda's contact page also lists (787) 622-0123 for the main building, and that number appears in some recent Determinaciones Administrativas (Administrative Determinations) as the contact for more information.

SURI: messages and Assistance

The Sistema Unificado de Rentas Internas (SURI, Hacienda's online system) is where you file, pay and see your accounts. It is also a communication channel:

• Messages from your account. Hacienda's Circular Letters invite you to send questions "through your SURI account." That leaves a written record of what you asked and when.
• Assistance without logging in. CC RI 21-15 mentions the "Asistencia en SURI" link, available on the system's home page without registering. It is useful if you cannot get into your account.
• Validate certificates. From the SURI home page, without an account, you can validate debt certifications, filing certifications, merchant registration certificates and other documents.

Remember that Hacienda can send you formal notices through SURI when you filed electronically. Check your messages often.

Centros de Servicio 360 (by appointment)

At the Centros de Servicio 360 (360 Service Centers), you can handle matters related to refund claims, math errors, refunds applied to debts, employer tax claims and other issues with individual, corporate and IVU (sales and use tax) returns. They also process simple or certified copies of returns and filing certifications.

They serve the public by appointment only, which you schedule at hacienda.turnospr.com, under the Servicio al Contribuyente (taxpayer service) link, according to Hacienda's official page. The centers Hacienda lists are in Aguadilla, Arecibo, Caguas, Cidra, Mayagüez, Ponce and San Juan, plus a Centro de Representantes (representatives center) in the Edificio Intendente Ramírez in San Juan.

Colecturías

The Colecturías de Rentas Internas (internal revenue collections offices) let you, among other things:

• Get debt certifications and return filing certifications.
• Buy legal aid stamps, notarial stamps and other internal revenue vouchers.
• Pay traffic fines, renew vehicle registration stickers (marbetes) and process vehicle title transfers.
• Pay taxes.

Hacienda's directory organizes the Colecturías by district, with address and hours. Those listed in the directory are generally open Monday through Friday from 8:00 a.m. to 3:30 p.m., but confirm the hours of yours. For certifications, see also Hacienda certifications.

Distritos de Cobro

The Distritos de Cobro (collection districts) handle collection of past-due tax debt, levies and their release, and payment plans that cannot be set up in SURI. They are open Monday through Friday from 8:00 a.m. to 4:30 p.m. Hacienda lists districts in Arecibo, Bayamón, Caguas, Carolina, Guaynabo, Humacao, Mayagüez, Ponce and San Juan, each with the municipalities assigned to it. For levies, Hacienda also lists its Automated Call Center: (787) 721-2020.

Other useful offices

• Oficina de Apelaciones Administrativas (Administrative Appeals Office): handles requests for reconsideration and a hearing after a preliminary deficiency notice.
• Oficina del Procurador del Contribuyente (Taxpayer Advocate's office): procuradordelcontribuyente@hacienda.pr.gov or (787) 977-6622. We explain it in taxpayer rights.
• Mailing address: Departamento de Hacienda, P.O. Box 9024140, San Juan, PR 00902-4140.
• Main building: Edificio Intendente Ramírez, 10 Paseo Covadonga, San Juan, PR 00901.

What to have at hand before you call or go

A call or visit goes much further if you arrive prepared:

• Photo ID and your Social Security number, or the employer identification number if it is a business.
• The letter or notice you received, with its number and the date it was mailed.
• Your SURI username and, if it applies, the tax account or case number.
• A copy of the return in question and of the withholding statements and informative returns, such as Form 499R-2/W-2PR or the 480.6 forms.
• Proof of payment: SURI confirmations, receipts or account statements.
• If you are acting for someone else, Form SC 2745, Poder y Declaración de Representación (power of attorney and declaration of representation), signed by both of you.
• A short list of questions, and paper to write down the name of the person who helped you, the date and the case number.

787TAX is an independent guide. It is not Puerto Rico's Departamento de Hacienda, the CRIM or the IRS. This page is general information, not tax or legal advice. Example figures are hypothetical. Found an error? Tell us.