ComplaintsforFileYourTaxes.com

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tax software overlooked important information and my tax liability is higher than it should be. Return has already been accepted by IRS and corrections have to be made by amending return.

  

  Business response

  02/01/2024

  Thank you for choosing FileYourTaxes.com and thank you for contacting us using the BBB service.  Thank you to the BBB for providing this forum for customers and businesses to communicate.
  
  We received your e-mail dated today, January 31 that you sent through our secure e-mail system. We will provide you a response to your question regarding your tax situation using our secure e-mail system.  To protect your privacy and comply with tax laws, we cannot discuss tax return related issues in this public forum.
  
  If you need to make a change to a filed tax return, the IRS requires that you file an amended tax return.  You can electronically file or paper file tax return our amendments. The FileYourTaxes.com system can electronically file amendments for tax returns that were filed by FileYourTaxes.com. 
  
  To file an amendment, please log into your account and select to work with your 2023 tax return filing.  This will bring you to our Navigation Page.  On the Navigation page click the option to edit your return.  The system will give you the option to begin your amendment.  At this time, there is no charge to prepare and e-file a tax return amendment.
  
  If there is anything further assistance we can provide, please reply to our response in our secure messaging tool.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Misleading information at checkout. The first option was for around $55 and mentioned basic filing of tax return plus extra unspecified protections. The second option was for $34.95 and said just tax return and standard protections. I clicked that, clicked to pay, and get a charge for $89.95. No where did it say that the filing fee was $55 and that the presented options were additional fees. I want the $34.95 refunded to me (last year's fee was $50 and I have no problem paying $55 this year).

  

  Business response

  10/09/2023

  Thank you for choosing FileYourTaxes.com. We appreciate your repeat business.  Thank you to the BBB for offering this service where businesses and customers can communicate.

  We did receive your e-mail and voicemail you left for us yesterday, Sunday October 8 requesting a refund for Post Filing Services Membership that you paid for during checkout in error. Our offices are closed Sunday to allow our employees to spend time with their families.

  This morning, we responded to you over e-mail and we spoke to you over the phone.  As we explained over the phone and in e-mail, we have opened an support ticket to remove Post Filing Services Membership from your account and to refund the $34.95 that you paid for that product.  Due to the way refunds are processed by the credit card networks, even though we process the refund today, you may see it in your account for a week to 10 days.

  Thank you for your repeat business and we look forward to serving you again in the future.

  Thank you for choosing FileYourTaxes.com

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed both my Illinois state and federal taxes on Feb 24 2023 and I was charged $40 for the state return but I have not received my refund and IDOR doesn't show that my state return was received.

  

  Business response

  07/12/2023

  Thank you for taking the time to write to us, and thank you to the BBB for offering this forum for businesses and customers to interact.
  
  Our software is a do-it-yourself product that allows taxpayers to construct and file their tax returns to the IRS and state agencies.  The government allows taxpayers to file their tax returns electronically (e-file) or to print them, sign them, and mail them in.  FileYourTaxes.com does not require that taxpayers file electronically or file on paper, this is a choice the made by the taxpayer or required by the government.
  
  Once a customer makes payment for our services, our system gives you two choices.  The first choice is to print the tax return.  This is a fileable copy of the tax return.  The other choice is to e-file a tax return.  Since we deliver the service, providing the tax return that can be filed electronically or on paper immediately after the payment is submitted, we do not offer refunds for the fees paid.
  
  It appears that you did select the option to e-file the federal tax return, however you did not select the option to e-file the state tax return.  As a policy, we do not submit tax returns for customers because the customer must approve the tax return and be sure it is accurate before sending to the IRS or state.
  
  Since you did not click the option to e-file your Illinois return, if you did not submit the return to Illinois on paper, then they will not have received your tax return.
  
  When you contacted us at the end of April, we provided you instructions to submit your Illinois state tax return.  Since you already paid for the construction of the return, you can log into your account, and edit your tax return.  Once you get to the Summary page, check to make sure there are no errors in your return.  The State of Illinois has some special requirements for people filing tax returns, and if you have not completed those requirements our system will display am error message to you about how to add the information required by the state.  These requirements apply to all tax software companies and all taxpayers.  If you can not or do not wish to complete those requirements, you can always print your return, sign it, and mail it to the state.
  
  If your return has no errors, you can click the button that reads “Start Return Filing Process.”   Once you click that button, you will be given the option to print or electronically file your state return.
  
  Since you have already paid for the construction of your return there is no additional fee to print or electronically file your return.
  
  If you have any additional questions, please give us a call at ###-###-####. 
  
  Thank you for choosing FileYourTaxes.com

• Initial Complaint

  04/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was using the service of Fileyourtaxes.com. I used them last year and the year before. I finished my return and paid the fee. I have proof I paid the fee. The site will not allow me to print my return so I could mail it in, the site says the fee is non-refundable. I do not wish to be charged twice. But if I do pay the fee again. I want a refund for services not rendered.

  

  Business response

  04/19/2023

  
  Thank you for choosing FileYourTaxes.com and giving us the opportunity to respond to your question.  Also thank you to the BBB for offering this service where businesses and customers can communicate.
  
  In reviewing your account the return you filed on April 18, 2023 is available to print.  The unfiled return copies were available for you to print before you submitted your return to the IRS.  Once you submit your return to the IRS for a brief period of time you can not print the return since we do not know to mark the return filed or unfiled.  Once the IRS responds to your submission, we make those forms available to print as filed copies.  This process is the same this year as it was in prior years.
  
  To print your return, you will need to return to our website, FileYourTaxes.com and log into your account.  Once you log in you can see all the tax returns you filed using our service. On this screen you can also send us a secure message and request customer service. Select the return you wish to print by clicking on it.  You will arrive at the Navigation Page for that return, and you can click the link that reads “Print Completed Forms and Documents”
  
  Since we did render the services you requested we are unable to process a refund. Also, you will not be asked to pay again. The services we provided to you include constructing the return based on the information you provided, making the unfiled copy available for you to print or review, and then after you requested that we e-file it to the IRS we did e-file your tax return, and once the IRS responded to your return we notified you by e-mail and we made it so you can print a filed copy of your return. 
  
  If there is any other assistance we can provide, please feel free to call us at ###-###-#### or submit a secure message to us once you log into your account.
  
  Thank you again for Choosing FIleYourTaxes.com

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Saturday, April 8th 2023, I used the free tax filing service offered by fileyourtaxes.com to file my simple federal taxes. During the process additional services were offered for a fee of 55 dollars, which I declined. My returns have since been accepted, but I was charged the 55 dollars despite my declining the additional service. They have not yet replied to my email requesting to know where this charge came from and to remove any additional services I did not consent to pay for. My order number is bed******6bf:1

  

  Business response

  04/17/2023

  
  Thank you for choosing FileYourTaxes.com and thank you to the BBB for this service where customers and businesses can communicate.
  
  We tried to reach you at the phone number you provided, however there was no answer and the voicemail indicated it is full.  Please give us a call at your convenience so we can help resolve this situation for you.  Our phone number is 805.256.1788.  Please ask to speak with Amanda when you call as she has the details regarding your issue.  The best time to call so you can reach Amanda is 9:00a to 5p Pacific Time.
  
  It appears that you filed this complaint with the BBB on April 15, and you sent us a secure message in your account today April 17.  We commit to responding to customer e-mails as soon as possible, and so you should receive a communication from us soon.  Unfortunately, we cannot respond to e-mails that are sent outside our secure e-mail system because of the personal information in your tax return.  If you do e-mail us outside our secure e-mail system, an auto-responder will ask you to resubmit your e-mail using our secure e-mail system.  We do not retain the e-mails that are sent outside our secure e-mail system.
  
  FileYourTaxes.com does not have a free simple tax return product.  All tax returns filed through our service have a fee. Our fees are posted on our website, FileYourTaxes.com where you started your return.  To see any applicable fees click the Pricing link at the top of the page.  The $55 fee is the fee for processing your federal tax return.
  
  Additionally, it appears that you did not decline to make payment for the software fee, and you did enter your credit card information.  We do not have access to your credit card numbers, so the only way we can charge your card is with your explicit authorization after you manually enter the credit card number and other information from your credit card.
  
  FileYourTaxes.com does participate in the IRS Free File program.  With the IRS Free File program eligible taxpayers are able to receive a free federal tax return.  The IRS Free File program has specific rules that require us to do certain things that are different from our non-free file product.  Since you did not start your tax return from the IRS Free File page or our Free File landing page, you selected to use our non-Free File product.
  
  Thank you again for choosing FileYourTaxes.com, and we look forward to speaking with you to resolve your issue soon.
  
  

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I tried to use their service to file my taxes. first time doing it myself which was stressful. After having to get help from my friend i got it done. they say they will file for your free federal taxes. but you cant leave the the site with out paying 35.00 for the state. which i was going to do on my own since I all i got was unemployment last year. I have not worked in 2 years due 2 covid closing my job. the web site rejected my filing. i then decided to just let my parents tax person do it. I have emailed Fileyourtaxes.com a few times to get a refund. and they have ignored all my request.

  

  Business response

  04/13/2022

  
  Thank you for taking the time to write to us regarding this issue and thank you to the BBB for providing this venue for customers and businesses to interact.
  
  We do see that you did complete your federal and state returns with us and that you did make a payment for the state return.  This fee charged is the correct fee charged as listed at the IRS.gov/FreeFile website and our IRS Free File landing page, FileYourTaxes.com/irs-free-file.
  
  We see that you did submit your return to the IRS and to the state, but the IRS has requested that you make a change to the information provided so that they can process your tax return.
  
  Michigan participates in the IRS Modernized e-file Program so they receive all their state tax returns form the IRS.  Since your federal return was rejected by the IRS, the Michigan return was also rejected.
  
  We have sent you a number of e-mails regarding your filing.  It is easy and free to correct the information on your tax return so the IRS can process your return.  If you log into your account at FileYourTaxes.com, you can select to work with your 2021 tax return. Then you can select to edit your tax return.  Once on the navigation page, you can click the link to change your prior year adjusted gross income.  Our CEO Timur Taluy has a YouTube video with information about your reject, https://youtu.be/khcAPCFthus
  
  Since your return was filed it is not our policy to issue a refund because your return is available for you to download and print, and the system is available for you to make the changes requested by the IRS and resubmit for no charge.
  
  We do see that you have e-mailed us today through our secure messaging system requesting a refund.  We will forward your request to our team that processes refunds.  It will take us a couple days to process that request and you should see that refund in your account consistent with your card issuers policies.
  
  We look forward to serving you in the future. Thank you for choosing FileYourTaxes.com
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩