ComplaintsforCanada Benefit Group

• Initial Complaint

  19/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was approached by you to obtain tax credits for 2015-2019. In which I could have just written a letter to the CRA and obtained the funds that way. I was taken advantage of. I was supposed to receive $13,416.10, BUT had to pay back $3790.05 (WHICH IS SUPPOSED TO BY MY MONEY).....I have approached counsel and have been informed that this is nothing but a scam to get money. I will approach CRA with all the documents necessary to prove my case. I would like my refund of $3790.05 asap. I would an answer and resolution response to my email ASAP. I am not happy with this whole situation. I look forward to hearing from you. Thanks, *******

  

  Business response

  20/01/2023

  To whom it may concern,

   

  We will respond to each claim in the message from the client one at a time to ensure clarity.

   

  I was approached by you to obtain tax credits for 2015-2019. In which I could have just written a letter to the CRA and obtained the funds that way.

  We did not approach this client. The client completed a request for information on our website on July 5, 2022 in which they asked us to be in touch to explain the program and the service we offer. We tried to reach them by phone and email several times until an agent finally spoke with them on July 12, 2022. During the phone conversation, the agent conducted a medical interview to determine if he may be eligible to apply for disability credits. Once it was determined that the client may be candidate, the agent explained how our services work including our fee structure. This call was recorded in full and can be verified for authenticity. The client was then asked if they would like us to open a file and send an application package. The client responded that we should send it and we let the client know (as is our standard procedure for all agents) that the client agreement included in the package would explain our fee structure in detail so that they could verify and confirm what was just discussed over the phone. The client completed and returned the application package including the signed client agreement to our office on September 30, 2022. Following a tax review of the file, it was determined that the credits would need to be transferred to a supporting family member, in this case the mother who completed and signed an authorization form for us to act on her behalf in this matter. To say now months later than they could have done this on their own by writing a simple letter is baffling. Had that been the case then they surely would have figured out how to reclaim these credits sooner. keep in mind we went back and claimed benefits for them going back to 2015 which had been unclaimed since then (for 7 years or more).

   

  I was taken advantage of. I was supposed to receive $13,416.10, BUT had to pay back $3790.05

   

  The fee structure was clearly explained over the phone and in writing in a contract that was signed and sent back to our office. 

  Customer response

  21/01/2023

  
  Complaint: 18840042
  
  I am rejecting this response because:  They should have been more explicit and they should have told me in the first place that I could have contacted CRA myself and request the refunds for those years.  I honestly believed they were with the CRA and "seriously" did not hear the %25 towards their payment.  %25 is a ridiculous percentage!!!!
  
  Sincerely,
  
  ******* *****

  

  Business response

  23/01/2023

  The response of the client is not valid. We are always 100% explicit in outlining our fees and our policy is to do so over the phone as well as in writing so the client later has time to review it again before signing the agreement and sending it back to us. This is in all our employee training manuals and call scripts and this is how all agents are trained so that the process is clear to the client. Furthermore, we clearly state that we are a private company (3rd party) that helps our clients with these applications and are not the CRA. To come back months later and suddenly say that they thought we were the CRA makes makes little sense. The fee was agreed upon and signed on in a legal agreement prior to us taking on the client. Despite what the client may think, the process is not as simple as writing a letter. 

  Customer response

  23/01/2023

  
  Complaint: 18840042
  
  I am rejecting this response because:

   

  Can we agree that 25% is too much.  The reason I am responding now is because I brought all this paperwork to my CGA and he is the one who informed me that I should not have been taken advantage of.

   

  Is it possible to get some of the money back?
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I used their services and was told I had a rebate waiting and that I owed them $1000 for their services. I contacted CRA and they have no record of a rebate. My contract with Canada Benefit Group says I need to pay within 5 days of receiving my rebate. Since I haven’t received anything and I’m on disability I have no money to pay. They are taking me to collections now for it but I don’t even know anything is done.

  

  Business response

  13/01/2023

  To whom it may concern,

   

  We attempted to assist this client in getting his refund multiple times but the client was aggressive and not cooperative. Most recently, he called us on Nov 18, 2022 to inform us that the he did not receive the refund that was issued on October 27, 2022. Before we could open an inquiry or investigate the matter, the client told the agent he was speaking to ***** **** and then proceeded to hang up the phone. This call occurred on November 18, 2022 at 1:21 pm and is recorded in our system. We did then look into his file and saw right away that the refund amount of over $3800 was being held by the CRA as a credit. Usually when this happens it is because the client has unfiled returns that first need to be submitted before they will release and issue the refund. When this was explained to the client he said that he will not call CRA to clarify the matter and hang up. There is little we can do to rectify the situation because only the taxpayer would be able to call and confirm what needs to be done next in order to release the refund. For our part, we did what we promised in getting the client approved and securing his refund.  He will need to contact CRA to have it released. We checked once again just to confirm now and the refund amount is still on his tax statement as a credit. 

• Initial Complaint

  28/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi my 17 year old daughter was put in touch with this Canada benefit group to help apply for disability tax credit. They sent papers in the mail earlier this year. I had to take paperwork for the doctor to fill out which I paid for. The company did at no point in time say that they want 25% plus tax of the refund that I received. This company took advantage of my daughter. The fees they are charging are ridiculous and plain robbery.

  

  Business response

  08/08/2022

  To whom it may concern,

   

  Please be advised that this client contacted us on July 2, 2021 requesting more information about our services. An agent called her the same day to conduct a medical interview and determine possible eligibility for the DTC program. During this interview as is standard, the agent outlined our service fees in a clear manner, explaining how much it is and how it works.. The call recording is attached for your review (see 2:15 and on). In addition, an application package was sent to the client and her supporting family member, ******* *********, signed it (see attached). On page 2, section 5, the fee is once again outlined. Please note that this client was in touch with us throughout the process of the application and over a period of many months until we successfully  got them approved for benefits and claimed retroactive refunds for them as promised. As soon as they received their benefits, they suddenly said they were never told anything about any fees and have still yet to pay our invoice. 
  
  Please don't hesitate to be in touch if you need further clarification on this matter.. 

  Customer response

  08/08/2022

  
  ********** ********
  
  I am rejecting this response because: it was my minor daughter that contacted them that has a severe disability and had no clue about fees. My child had no idea that company’s like this would take advantage like this. This company is acting like sending me a paper in the mail made this all possible. My doctor  is the one who helped Sam get her disability tax not them. This company are crooks and take advantage of people and they should be ashamed of themselves.
  
  Sincerely,
  
  ******* *********

  

  Business response

  09/08/2022

  After conforming that the applicant was 17 years old at the time, the agent in charge of the file was instructed to contact the parent directly. On Feb 9, 2022 the agent called and spoke with ********'s mom ******* and went over the application package that had been sent to them, explaining what ******* needed to complete. This included completing and singing a CRA authorization form as well as a client agreement which outlined the fee structure in detail. Only once we received a signed copy of all documents including the client agreement from ******* did we move forward with the application. The steps after that including preparing the medical form and supporting documents which we sent to ********'s' physician on March 28, 2022. After several phone consultations and multiple correspondence by fax, we received the medical completed medical forms on April 13, 2022. The forms required corrections/adjustments so we continued to correspond with the Dr until the medical form looked good and gave our client the best possible chance of approval. We then submitted the forms to CRA on April 25, 2022. At every stage of the process we were in touch with ******* to update her of the progress of the application. Never did she bring up the subject of our fee which had been discussed at the beginning and agreed upon in writing months earlier. The CRA approved the medical form on June 3, 2022. The same day we left a message informing ******* of the good news (emails sent out at every stage as well if client not reachable by phone). We then proceeded, as promised, to calculate all retroactive tax benefits that ******* would be entitled to now that ******** had been approved for the DTC credits. We submitted this request to the CRA which resulted in a refund of $5,071.82 issued to ******* by direct deposit on July 20, 2020. All of this is saved in call recordings, emails and signed documents including when we called ******* to infirm her of her refund as well as her service fee that was to paid once she received her refund. Never did she mention anything about having issues with our fees. As soon as she received her refund, she immediately stopped answering calls and refused to pay the fee for the service that we provided over a period of over a year (first contact was Jul 1, 2021 and refund secured Jul 20, 2022). What's worse is that in addition to not paying her invoice, ******* is using this platform to disparage our business and cause harm to a small family owned company. 

  Customer response

  10/08/2022

  
  ********** ********
  
  I am rejecting this response because:the reason I never mentioned the fee was because I honestly didn’t know there was one. I never would have agreed to give such a large ridiculous amount as a fee. I am a single mom with 6 children that you are trying to rip off. 
  
  Sincerely,
  
  ******* *********

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