Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT FILE YOUR TAXES WITH THEM! The *** stated they made a mistake on my returns and I been emailing back and forth for 8 hours no resolution. The managers ************ were not helpful . Lacked compassion and was rude. There is no real tax support team as they stated in their ads . You open a ticket and multiple agents reply with false information. The *** is stating if cash app cannot resolve I will have file a paper return due to cash app refusing to assist. Another 2-3 month wait and I a single mom. Shame on you cash app. I am sharing this horrible experience every where . It should be illegal for them to do taxes and no way to call someone when issues go wrong.

  Business Response

  Date: 02/29/2024

  Hi ******,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  I recognize the frustration behind your return being delayed due to the *** not accepting the information they originally approved when you e-filed. Based on details you sent within our platform on what the *** requested to be changed, we can confirm the information filed within your *** matches what the *** is asking you to change. Unfortunately, once a return is e-filed and the *** accepts the return, you are unable to re-submit the return electronically through Cash App Taxes.

  Having to paper file a return may not be the most ideal situation and we apologize for any inconvenience this may have caused you. We understand the urgency of needing a tax refund after filing your return and recognize this isnt the outcome you were hoping for. If you would like to review the entries within the *** to show the *** it was submitted with the required information, you can do so by selecting the 3 dots in the right corner of your Cash App Taxes home page and select "tax forms." We can assure you that all information listed in your *** is what we send to the ***.

  If you have additional questions about your return or ***, you can start a new support ticket with us within your Cash App Taxes account.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.

  Best,
  The Cash App Taxes Team

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21350777
  
  I am rejecting this response because:

  The full file was not received by them. There is clearing a system glitch on your end that you guys are refusing to look into. After I posted this issue on social media, others that have filed with you are having issues too. 

  Telling me to open another ticket and the ticket system barely works is insane. I have attached a copy of the server error that is popping up on your site . You guys need a phone number..  this is a horrible way to run a business. If I knew I wouldnt be able to get a hold of someone by phone to resolve my issue .. I would have never used you guys. I def wont again and everyone I know now knows to never use you guys either. 

  
  
  Sincerely,
  
  Melody Severe

  Business Response

  Date: 03/05/2024

  Hi ******,

  Thank you for taking the time to reach out to express your dissatisfaction with our response.

  Since we work closely with the *** and have not received any notification that an error took place with your return, we will need for you to provide a written letter from the *** that states there was an issue that took place with your return. Please make sure they provide specific details on the error so we can determine if this was a DIY entry issue or a software transmission error. We have confirmed with our engineering team that everything sent to the *** matches your entries and the name is correct.

  In regards to not being able to login to your account, Cash App had a known issue with customers logging into their accounts late last week. You should be able to login to your account with no further issues as this incident has been resolved. Here is a link that provides information on incident history within the app: ************************

  I understand this may not be the outcome you were hoping for and we apologize for any inconvenience this may have caused you. Once you get a statement from the *** regarding this issue, please write back in providing the letter so we can further assist you.
  
  Best,
  The Cash App Taxes Team

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  CashApp provided incorrect tax software in the name of free e-Filing.Hi, I want to bring this concern to your attention and take appropriate action ASAP.However I have come across a concerning issue with this software while trying to file for my 2021 tax returns in the year 2022 beginning via this Company free software.First thing... In order to file via this site/mobile app, they force users to become a customer registration for their app.So here is some background on concern.Due to lack of knowledge on how "Wash Sale Loss disallowed" occurs in Investments of my money via Brokerage companies like Robinhood, I did some frequent buy/sells on given stock in the year 2021 and ended up in $40,000 amount of Wash Sale Loss Disallowed which made my overall Loss into Gain as per IRS rules for Fed Tax returns. Which is fine.So when I tried my tax returns via CashApp site in beginning of 2022 for the year 2021, this software showed I owe some money for both Federal (correct) and PA state (Incorrect/inaccurate) that I live. I learned this only when I tried to compare this with other tax filing software out there - which is TurboTax - Their software confirms PA state forgives Gain like Fed return that incurred via "Wash Sale Loss disallowed" and actually considers as a Net Loss and say I owe less taxes (based on my W2 income/other interest income) compared to $amt shown as due in Cash App. CashApp software for PA state is incorrect and I reported to them about this inaccuracy by comparing it with TurboTax software reference around Feb 3rd week of 2022 for correcting. However, they didn't resolved it. I waited till April 2nd week to see if they resolve this as that is a deadline to file tax returns without any penalty. They failed to resolve issue even after I reported and an year went by and its time for 2022 tax returns filing in 2023, I tried again reporting this inaccuracy, they didn't resolved. another year went past and reported again today. Plz take some action.

  Business Response

  Date: 02/29/2024

  Hi ****,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  We have reviewed your past cases and escalated your concerns to our engineering team and can confirm that the calculation issues you were providing details on were validated. We recognize that this does not take care of the previous tax filing years but we are currently working on a fix for this to be corrected on federal and PA state returns. We appreciate you bringing this to our attention and apologize that we could not get this taken care of with our support team sooner.

  We have made a note to reach out to you once a fix is put in place. We hope you consider filing with us this year and future years to come. Again, our sincere apologies we could not get this taken care of sooner.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. Please keep an eye out for an email once a fix is put into place.

  Best,
  The Cash App Taxes Team
  

  
  

  Customer Answer

  Date: 03/01/2024

   
  Complaint: 21311660
  
  I appreciate you responding in a positive way and a an apology over email doesnt cut this out.  I am not completely satisfied with this response because:

  As you mentioned, it should have been taken care by Help section chat staff sooner and I should not have to take it on n see it has been ignored repeatedly over 3 years till last week where i tried to email back n forth pinpointing the PA state tax issues with a clear example, it means over these 3 years who has been in my situation (might be more), this company/tax software failed them in the name of force user registrations n free returns filing. It stresses out me a lot n only reason I have to get this far is because its been ignored in first place n tells to its users you are on your own with incorrect software out there. 

  
  Sincerely,
  
  Naga *********************************

  Business Response

  Date: 03/05/2024

  Hi ****,

  Thank you for taking the time to reach out to express your dissatisfaction with our response.

  We understand that not being able to address this error in a timely manner is unacceptable. We truly appreciate your feedback and our team is working hard to put in a fix for this. As a free DIY product, we give our customers the freedom to choose if they want to file with us or not and appreciate you choosing Cash App Taxes the last 2 years.

  Cash App Taxes stands behind its calculations with our Accurate Calculations Guarantee. In the chance we have a hiccup in our system that impacts your return to where you owe funds, we will make it up by reimbursing you. If you get penalties or interest on your filed return due to a Cash App Taxes calculation error, we will reimburse you up to a maximum of $1,000. Please note if you are not charged any penalties or interest, you are not eligible for the Accurate Calculations Guarantee.

  To learn more about our Accurate Calculations Guarantee including eligibility, click here: ***********************************************************************************************
  We also offer Audit Defense for returns that are filed through us. For details and eligibility, click here: ****************************************************************************************************************) 

  We are sincerely grateful for you bringing this matter to our attention and apologize that it was not done in a timely manner. We hope to earn back your trust and have you consider us for filing returns in the future.

  Best,
  The Cash App Taxes Team
  

  
  

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21311660
  
  Thank you for your due diligence on this issue reported.

  I am still unhappy with the defective product out there. I may not have penalties from IRS solely due to free cash app defective tax software. However i went beyond and above to have it reported by reaching out to customer service again n again yet had to be turned down for no proper resolution. I had gone to so much stress during initial year of this observation, i am positive before year (2021 returns) were also incorrect due to this but at that time the taxes i owed are for less compared to 2022 year try and clearly i found the difference/defective software with cashapp.

  As i stated in my initial email, I only had waited to use this product to file tax returns for myself and not paying out to anyone else since my case is straightforward to file for returns, 

  However please do note that a resident in PA state is highly unlikely to get refund on income, they(pa) only take their % as needed based on income reported and since software for PA state return is defective for the Wash sale clause, it showed me I owe around $2.5k+ to PA state. Which i am fortunate to cross check with TurboTax software due to high amounts (for federal i already owe around $16k) where they clearly said PA laws dont consider wash sale gains like Federal and didnt show me I owe money for those wash sale loss reported amount. So i had to pay money to turbotax software to file my returns.

  i would appreciate if you can offer some courtesy credit in my cashapp account for all the inconvenience caused and bringing this matter to your attention for better customer service and defect free product that helps many customers to file their tax returns.

  
  Sincerely,
  
  Naga *********************************

  Business Response

  Date: 03/18/2024

  Hi ****,

  We appreciate your patience as we reviewed your follow up and why we are not meeting your expectations on a solution for your inquiry.

  We would like to thank you, not only for your persistence in getting this resolved, but also your continued efforts to make Cash App Taxes accurate, not only for yourself, but for the many ************ users who file with **. Although we are thankful for your findings, we are unable to issue compensation.

  We have provided as much information as we can regarding your inquiry and are unable to provide additional resolutions 

  We understand this is not the outcome you were hoping for. We take the care of our members very seriously and apologize for any inconvenience this may have caused you.

  Best,
  The Cash App Taxes Team
  

  
  

  Customer Answer

  Date: 03/18/2024

   
  Complaint: 21311660
  
  I am rejecting this response because, the outcome is not as expected but i hope it is at least  will be useful to someone with this information while considering their tax returns how wrong cashapp throws incorrect software in the name of force **** registrations they count to their annual reports 
  
  Sincerely,
  
  Naga *********************************

• Initial Complaint

  Date:02/09/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I used Credit Karma to file my year 2020 Tax Return was approved 05/15/2021 for tax return $793.00. I haven't got a clear response from Cash App Tax team. Trying to obtain a PDF copies of year 2020 Tax Return. Please email my PDF Form file to ******************************* Thank you, *************************

  Business Response

  Date: 02/15/2024

  Hi ****,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  After reviewing your account, it looks like you have previously imported your Credit Karma Tax returns into Cash App Taxes. In order access your returns:
  Log into your Cash App Taxes Account 
  Select the three dots in the top right corner of your home page
  Select Tax Return from the drop down menu 

  Here you will be able to view, download and/or print a copy of your prior-year returns. If you need further assistance with locating your returns, please login to your Cash App Taxes account and start a new support ticket with us so we can best direct you to where your returns are located.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will consider filing your return for free with Cash App Taxes this year!
  
  Best,
  The Cash App Taxes Team

  Customer Answer

  Date: 02/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed taxes with Cash App Taxes in 2022. I have spent the last 3 days attempting to get a copy of my 2021 tax return. The "tax" section of the Cash App app no longer exists but there is a section for "documents". This page lists the tax returns that I need but the buttons to view or download them do not work/do anything. The "support" team continues to send me links that do not work and they will only communicate with me over email now.It is a tax service yet, the associate I have been speaking with doesn't even seem to know what a tax return statement is and keeps telling me that I need to contact the *** to find out when my tax return statement will be "deposited". The whole thing is extremely sketchy and unprofessional. I'm worried that the whole company is a scam.At this point, they are withholding my statement and I need it for income validation. I need them to find and send me my tax return.

  Business Response

  Date: 12/20/2023

  Hi ******,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  During the time you were trying to login and contact us here at Cash App Taxes, we rotated some keys during our weekly tooling deployment that could have potentially caused existing sessions at the time to make customers unable to login. Since you have reached out and spoke with Cash App Support, we have been able to solve the login trouble our Cash App Tax customers were having.

  We understand that you are trying to download a copy of your 2021 return and want to make sure you feel confident in getting those documents. Please follow the instructions listed below to obtain your tax returns:

  To access your returns previously e-filed with Cash App Taxes:
  Log into you Cash App Taxes Account 
  Select the three dots in the top right corner of your homepage
  Select Tax Returns from the drop down menu
  Here you will be able to view, download and/or print a copy of your prior-year returns.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.

  Best,
  The Cash App Taxes Team
  
  

  
  

• Initial Complaint

  Date:12/14/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** app refuses to back up their own calculations guarantee. Avoid at all costs. It is truly a scam that will cost you fines with the government.

  Business Response

  Date: 12/15/2023

  Hi ****,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  Thank you for filing your 2022 tax return with Cash App Taxes. Weve carefully reviewed the information youve provided and have determined that your claim is denied based on that information. Heres some additional information to explain how weve reached our decision:

  - The $124.40 penalty imposed by the ****************** of ******* (IN DOR) as shown on the Notice of Proposed Assessment you provided is due to a reason outside the control of Cash App Taxes and the penalty and/or interest applies to a form or situation that Cash App Taxes doesnt support. Since you didnt have enough tax withheld throughout the year and didnt make the required amount of estimated tax payments towards your 2022 ******* income tax liability, the IN DOR calculated an underpayment penalty for the amount of tax you underpaid throughout the year. The amount due isnt related to a calculation error on our part since youre responsible for making estimated payments towards your tax liability, when required. 

  IT-2210 wasnt included in your tax return since underpayment penalty calculations aren't a supported situation on Cash App Taxes as shown in the published list *********************************************************************************************************************************;

  Additionally, when you e-filed your federal return with us, we showed you this message "If you underpaid your state income tax during the year, you may be subject to an underpayment penalty from the state. The state will figure this penalty for you (if applicable) and send you a notice detailing the penalty you owe" on the State Taxes Owed screen where you selected your payment option. Since the adjustment issued by ******* isnt related to a calculation error on our part and is instead due to your underpayment of the tax you owed during tax year 2022, weve denied your claim for $124.40 in penalties. 

  Cash App Taxes is a DIY self-prepared tax product. Your tax returns are always calculated based on what you enter into our software, and this is why your entries into the software are critical to your tax return correctness. If you believe your state adjusted your return in error, we recommend you contact them directly to discuss this matter by calling the number shown on your Notice of Proposed Assessment.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.

  Best,
  The Cash App Taxes Team

• Initial Complaint

  Date:11/11/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Filed my taxes back in February. Paid extra through them to check it for errors and and what not. Said I was good to go. Fast forward its November I received nothing so much as confirming my filing . It shows my 2022 tax information on the cash app taxes page but I'm told it was never submitted.

  Business Response

  Date: 11/14/2023

  Hi ********,
  
  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.
  
  Upon further review, I show that your federal return was rejected by the **** on 03/24/2023. It looks like the ** PIN you entered didn't match what the *** has on file for you. We notified you by email. I dont show that you fixed and resubmitted your return for filing. I truly understand your concern and urgency to fix and file your taxes. To help, I'll share some additional information.
  
  ** PIN Error
  
  Identity Protection (**) PINs are 6-digit numbers issued by the *** to help taxpayers reduce the risk of their Social Security Number from being misused on fraudulent federal tax returns. They're different from self-selected PINs, which are 5 digit numbers used to sign your e-filed tax return. 
  
  Once you opt-in for an ** PIN, you must use it on the federal return you file each year. You can't opt-out of receiving an ** PIN. ** PINs are generally mailed out by the *** in December by postal mail. If you receive an ** PIN, make sure you put it in a safe place since getting a replacement at the last minute can be challenging.
  
  If you want to learn more or have any other questions about ** PINs, check out these ** PIN FAQs (*********************************************************************************************************************************************) from the ***.
  
  You can retrieve your ** PIN online by clicking here: (*******************************************************************).
  
  You can edit your ** PIN information in the "Other tax items" section by selecting Enter identity protection PIN to enter it, or by searching ** PIN in the search bar at the bottom of your Tax Homepage. If you are logged into your account on a computer you can also click here: ***************************************************************************
  
  While you can still access and print your tax return with any of the information you filled out during the tax season, you can no longer e-file, edit the information, or amend your return for this tax season with Cash App Taxes. 
  
  The deadline to efile taxes was 10/16/2023. If everything is correct on your PDF, you can print and mail your return to the ***.
  
  If you need to make any changes or amend your return, you may need to use a different tax filing service.
  
  If you would like to print your return, you can do so by selecting the 3 dots in the right corner of the screen, then select "Tax Returns".
  
  If you still need to file your taxes, you can get filing forms and information on how to file for prior years on the *** website here: *****************************************
  
  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.
  
  Best,
  ***********************
  The Cash App Taxes Team
  

  Customer Answer

  Date: 11/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 24, 2023 I entrusted them to do my taxes this year, and that was a huge mistake. I never received my tax refund, they claim my taxes were accepted by my state and the **** Never got any correspondence after that. My refund is supposed to go onto my Cash App card account. When I reached out to them several times, each time they said "we are not tax experts and cannot give out tax advice". Well if they're not tax experts maybe they shouldn't be doing people's taxes!

  Business Response

  Date: 09/07/2023

  Hello ******,
  
  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.
  
  Once you log back into Cash App Taxes, please navigate to the top of the home page to determine if a refund amount is indicated for your federal and/or state return, for your records.
  
  Calculations
  
  Please rest assured the calculations on your tax return and forms are correct based on your entries into our software.
  
  Your tax returns are always calculated based on what you enter into our software which is why your entries into the software are critical to your tax return correctness.
  
  Please note that Cash App Taxes is a DIY self-prepared tax product. This means that you are responsible for the accuracy of all information entered when completing your tax return. So we highly recommend you check your entries in the software and the resulting calculated values before e-filing your return(s).
  
  We see that your Federal return was accepted on July 24, 2023, with a Submission ID ********************. If the *** requests the number youll want to have it available to provide the agent.
  
  We see that your ********** State return was accepted on July 24, 2023, with a Submission ID ********************.
  
  I would be happy to clarify that once your return is submitted and accepted by the *** and/or the state tax authority, we at Cash App Taxes are not provided updates about the status of your refund. I understand that can be frustrating to experience. 
  
  Cash App Taxes is a free DIY platform for you to file your taxes. We know taxes are complicated, so we do our best to guide you through using Cash App Taxes to prepare your tax returns using our software.
  
  Here is a resource via the *** website where you can track the status of your return.
  
  Check your refund status online at the *** website: Where's My Refund? Here is the url: ********************************; (please copy and paste the url into a fresh browser)
  
  Expecting a state refund? Learn how to track the status of your state refund. Here is the url: ************************************************************************************************** (please copy and paste the url into a fresh browser)
  
  Here is the url: ***********************************; (please copy and paste the url into a fresh browser) for the Tax ******* and ********** website.
  
  What information do I need to track a state refund?
  
  Every state has its own process for tracking and reporting the status of personal income tax returns. For example, some states only allow you to check on your current year return, while others will let you check prior years. 
  
  To access your tax return information and status in most states, you will most likely need to provide: 
  
  Your Social Security number or another commonly used identifier, such as an individual taxpayer identification number, or ITIN
  Your anticipated refund amount (from your completed tax return)
  Your date of birth
  Tax year of the return
  Filing status and/or ZIP code
  
  In some states, you may also need to register for an account with that states ********** of ******* in order to login and track the status of your return and refund.
  
  How long will my state refund take?
  
  The *** traditionally sends most federal tax refunds in 21 days but every state processes returns at its own pace. For example, refunds generally take up to two weeks to process in ********** if you file electronically, while it can take up to 12 weeks to process refunds from paper tax returns in ********. If you have a more complicated tax situation, such as claiming certain tax credits, your tax return may also take longer to process.
  
  Filing online is almost always faster than filing a paper tax return.
  
  And just as certain situations can slow down your federal refund like claiming certain tax credits some situations generally can further slow down your state income tax refund, like
  
  Here are some factors that can slow down how quickly you get your refund: 
  
  Filing a paper return
  Choosing to receive a paper check instead of direct deposit
  Making errors on the return or forgetting to include necessary documents
  Certain states are implementing new security measures to combat identity theft, which may increase the processing times for refunds.
  When should I start checking on my refund?
  States will send you a notification by email or postal maildepending on the state and how you filedwhen they have received and accepted your return. 
  
  Once you get that notification, you can usually start tracking the status of your return and refund including the estimated time frame for processing and issuing refunds. Some states update taxpayer account information every few days while others update less often. If you filed a paper return, status updates usually take longer. 
  
  If you use Cash App Taxes to file, youll get a confirmation when the state has accepted your return typically within 24 to 48 hours. You can then use your account to track the status of your return and any refunds coming your way. Your return is not accepted until you have received this confirmation from us letting you know your state return has been accepted. 
  
  What if my refund is overdue?
  
  We know its important to get your refund check into your bank account or in your hands as quickly as possible. 
  
  Taxpayers who e-file and request a direct deposit into a bank account (versus a paper check) can typically expect a quicker turnaround time than people who file a paper tax return. 
  
  But the timeline doesnt have to be a mystery. Head to your states taxpayer page to check the status of your refund and estimated time frames. If those time frames have passed and you still dont have your refund, you can use the contact information on that page to reach out to the state taxing authority.
  
  Download and Print your returns
  
  If you e-filed with Cash App Taxes, you can view, download and/or print a copy of your returns by logging into Cash App Taxes, then navigating to Tax Returns.
  
  Once you log into Cash App Taxes, please scroll to the upper right-hand corner of your home page to select the three dot Menu, and select Tax Returns from the drop-down options.
  
  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.
  
  Best,
  The Cash App Taxes Team
  
  

• Initial Complaint

  Date:07/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my federal and state taxes through Cash app tax back in May. They told me it was electronically filed. I kept checking the *** where is my refund tool and it kept telling me it could not locate my return. When I finally got ahold of the *** they said that me return is on an ID hold. When I asked them why they said that Cash App taxes tried to file my return electronically 15 times before it was finally accepted. Due to that fact I now have to jump through multiple hoops with the *** and send in a bunch of documents verifying my identity. Also this will delay my refund up to 19 weeks. The state of ****** shows that my return was never filed. So now I have to wait for the money I should have had weeks ago. When I tried to call Cash App they gave me the runaround and said that someone from the taxes **** would email me. I got a generic email stating that my taxes had been filed and there was nothing wrong with my return. I emailed back that there is an issue because the *** return was efiled multiple times and the state return was never received by the state of ******. I want some compensation for the time I have having to spend re doing all of this. I know have penalties for filing late. I also had bills I needed to pay with that refund money. This tax thing is a scam and I have been reading all of these complaints and it is really unacceptable what they are doing to people. This company needs to be shut down until they can fix their issues. I will tell all my friends not to use this company or app.

  Business Response

  Date: 07/19/2023

  Hi ****,

  
  Thank you for taking the time to communicate with us about the filing of your tax return. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  
  I understand the frustration of not having access to your federal and state tax return. After reviewing your account, we see you started a return in May but you did not e-file your return through **. 

  
  If you filed using a different online tax preparation service, we recommend that you reach out to the company you filed with in order to get more information regarding your refund. If you havent filed your tax return yet, you can log back into your Cash App Taxes account and select review and file at the bottom of your homepage to start the e-file process.
  
  If you are needing additional information regarding your Cash App Taxes account, we would be more than happy to assist you if you file a new support ticket within the app.
  We take the care of our members very seriously and we hope you will choose to file with us at Cash App Taxes for free next year.

  
  Best,
  The Cash App Taxes Team
  

  
  

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** app not only stole my taxes this year, but they stole my fiancs last year. Over a couple of grand stolen. Never received my taxes

  Business Response

  Date: 05/17/2023

  Hi *******,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  Based on our records, we see that you did e-file your federal tax return on 04/16/2023 and it was accepted by the *** the same day. Generally, it takes around 21 days for the *** to issue refunds if you requested it to be deposited into your bank account. You can check the status of your refund by going to the Wheres My Refund page on the *** website (***************************). 

  Theres no way for Cash App Taxes to know when the *** will process your refund or when your refund will arrive since we dont have access to the *** systems.  Please continue checking the Wheres My Refund tool for daily updates about your refund.

  If you would like to review the account information you entered for the direct deposit of your federal refund that was sent to the ***, you can login to your Cash App Taxes account to view your tax return PDF.

  We aren't able to provide more detailed information about the *** process for refunds since we're not the governing agency and have no insight into refunds being issued. We appreciate you being a customer of **********************. Please remember ** every year for your tax filing needs since using Cash App Taxes is always free.  

  Best,

  The Cash App Taxes Team

• Initial Complaint

  Date:04/16/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, This is the first report of my problem. It involves Cash App taxes and the processing of my Federal tax return. I filed my return via Cash App's online program on 3/19/2023. My situation is simple, basically single and standard deduction. As I had a refund of $402 coming, I thought to use direct deposit. In previous years I'd used Credit Karma. They were absorbed or bought by Cash App (or something to that effect). So the process and prior years results were simple and had worked. This year, the 2022 tax year, was different. I specifically sought and double checked my routing and bank account numbers. These are not commonly used numbers, so logging into my bank to determine them was done while finishing my return. The numbers were correct (and mine) at the time of submission. So looking at those on my printed form never occurred to me. I checked and re-checked when completing my forms. Now, on 4/16/2023 when checking the status of my refund, I found out the *** already sent my refund. But I didn't get it. The numbers I see in my routing and account fields on my form are completely unknown to me. They aren't even close; as in one or two wrong numbers. They bear no resemblance to anything pertaining to any accounts I have. Somehow between my entering the correct numbers and Cash App processing my return, someone or some group (?) substituted information for an unknown party. I would've checked sooner but just felt the refund process would take longer. I have submitted a message to **** App asking for help on this. But what puzzles me is the utter strangeness of the routing/account numbers. As I said, they have no similarity to anything I know or have seen. So it seems inevitable that there is a big problem with Cash App and their security. I don't know if the *** can pull back the refund, if I need to file an amended return, or what. But if not then Cash App owes me the refund.******************* ************ *******************

  Business Response

  Date: 04/26/2023

  Hi ***,

  
  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  
  We recognize the concern that your banking information does not match what is listed within your accepted federal PDF. When entering your bank account information for direct deposit, its critical to verify the information you entered is correct before submitting your return. We do not have access to your personal information or have the ability to change this information on your return for security purposes. 

  
  If the *** is not able to send your refund via direct deposit because the account information you entered is incorrect, they may send your refund by paper check to the mailing address listed on your tax return.

  
  If an account or routing number was entered incorrectly, or the bank account information on your return doesn't match your records you will need to contact the *** for a status of the expected refund. 

  
  The *** may help taxpayers who have included incorrect bank routing or account numbers on their federal returns. The *** FAQ article on What should I do if I entered an incorrect routing or account number for direct deposit of my refund? has info on what to do if you submitted a federal tax return with incorrect direct deposit information: ****************************************************************************

  
  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.

  
  Best,

  
  The Cash App Taxes Team
  

  
  

  Customer Answer

  Date: 04/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************