ComplaintsforGolden Eagle Tax & Financial Services

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Due to an error by Golden Eagle Tax and Financial Services our 2019 tax return & first two stimulus checks (four in total. )were deposited into an account not belonging to us. This totaled $***** and some from State. We were told to contact our bank and contact the ***, ourselves, by the person who made the mistake. After weeks of trying on our own we asked for help from Golden Eagle, we get an occasional, 'I'm working on it' but four years later we are getting impatient with being patient.

  Business response

  02/18/2024

  Mrs ******** visit our offices to prepare a tax return, and I advised a joint return to reduce their tax liability. I had to drive out of my way to get Mr ********** signature in order to avoid a balance due on a return of Mrs ******** if she was to file separately. Later the stimulus payments were not received and I discovered how this happened, the account number was incorrect and the stimulus payments due to Mrs ******** went to someone else who had an account at the same bank using the same routing number.

  What I did to remedy the issue:

  I acknowledged my mistake and apologized. I also contacted the *** repeatedly to request their help with the situation, filed an amended return to explain to the *** how this happened and also filed all the additional forms to claim a refund multiple times and spoke with several *** agents. Everyone suggested the same course of action. 

  What could have prevented this: The client did not have their bank account information when the return was prepared and filed and it had to be copied from another year as ********** *** does not allow the bank information to be transferred from one year to another. This opened the door for human error.  Furthermore the bank should not have accepted the deposit to the account number of a person with a different social security number than the account owner. Mr ******** went to them to discuss the issue.

  Furthermore, due to the lack of response from the *** up to that point, I made an appointment with Mrs ******** and offered the stimulus refund in cash to make good on the mistake. Although I insisted, Mrs ******** would not take the money for her personal reasons. 

  What Mr ******** did: Intimidate other clients, file multiple reviews and complaints, and called to threaten me.

   

  Customer response

  02/19/2024

    The statement from the business is incorrect. We had our taxes done at Golden Eagle prior to this mistake. All of our information was exactly the same including our bank account.  All of which was on file years prior with golden eagle.

   I'm not sure I understand how out of the way he went to help me sign the documents as I drove from ********* to golden eagle tax in ********* to sign the documents in their parking lot.

   There was NEVER an offer to pay us the $****. If there was we would have accepted that and just moved on.

   We have absolutely never intimidated anybody at golden eagle or made threats.  I posted a review online stating exactly what happened.  I'm not sure how letting them know I would be taking further action is a threat.

   I will repeat what I have said before and that is we have been extremely patient over these last FOUR YEARS.   We have only had a handful of contacts or information given to us in all of that time. 

   All we are asking is for our money to be returned so that we can move on from this.

   

  Business response

  02/25/2024

  I asked Mr ******** to also contact the IRS in order to find out what options they give him, but he seems unwilling to do so. 

  I contacted the *** and filed additional paperwork this week, we will have to give it 90 days to find out if they made progress.

  I met with Mr ******** in Oceanside at least once, to get his signature to save them taxes.

  I made the cash offer to Mrs ******** and she did not accept it, period.

   

  Thanks

  Hendrik

  Customer response

  02/27/2024

  We have been willing to do whatever we could, as I stated in the original complaint 'we were told by Golden Eagle to contact the bank and the *** ourselves' and we did.

  Although we were working long hours during the Pandemic, we contacted our bank,  had two meetings that offered no solutions. We also tried for weeks to navigate through the IRS but not being familiar it was difficult to figure out where to even begin. We believe that we did everything within our ability to find a solution to Golden Eagles mistake, but we are not tax experts. It seemed to us that they were expecting clients to clean up their mess. 

   All we have asked is that Golden Eagle resolve this problem the money was lost by Golden Eagle's mistake not ours.

   This complaint with the BBB has become the same familiar runaround that I've come to expect from Golden Eagle over these last for years. Always the 'I have contacted this and filed that...' but after four years no resolution. 

  We would have, and will accept the $******* please mail the check with documentation for a final resolution to this issue. 

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