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:07/11/2022

  Type:Billing 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.

  Hi ***,Im worried that it took support three weeks to reply and I got a form response to my email. I have created an account but I still cant access the tax returns. From what I can see online this is a common problem. Lets start from the baseline that having already created a credit Karma account, its your job to keep records and allow me to access my data. Requiring me to create a new account with a new company or navigate an unresponsive support system is almost certainly against the law. On 5/21/21 I filed copies of my mother's tax returns using Credit Karma, which was later acquired by Square. I received a copy of the filing confirmation, but not the records themselves. About a month ago I got a notice from the California *** claiming that my mom didnt file a tax return and that we likely owe a penalty. I tried to log in using the ******** mobile application as well as their website, but when I log in I cannot see prior years taxes. I first reached out to member services on June 3, 2022, but after more than a month I have not been able to get anything more than the same form response that I've already answered twice, namely information about the records I need to show the *** that my mom's taxes were filed. I have asked to be routed to the privacy team, or the legal team, but I'm stuck in a holding pattern. I'm also aware that this is a known issue for Credit Karma customers whose files were purchased by Square. Sincerely,Seth

  Business Response

  Date: 07/27/2022

  Hi Seth, 

  
  Thank you for reaching out to us through the Better Business Bureau to address your concerns. 

  
  Based on our records, we see that your mothers 2020 federal and ********** tax returns were submitted with Credit Karma Tax on May 21, 2021. However, her federal tax return was rejected due to the *** already having an accepted return on file for her for the filing season. As noted in the Forms and situations Cash App Taxes does not support article, when you file with us, you must have an accepted federal return with us in order for a state return to be filed with us. Since your mothers federal return was already filed somewhere else, you were not able to file her 2020 **************** return with ** since that is a situation we do not support. We sent you an email regarding the rejection details on her federal return May 22, 2021. 

  
  Since your mothers 2020 **************** tax return was never accepted by the California ******************* (CA FTB), you still need to file this return. Note that had this return been accepted you would have received an email stating that it was accepted - as we noted in our prior emails to you. Our records indicate that you received the prior year tax return PDFs on behalf of your mother on or about July 14, 2022. In order to avoid incurring additional late filing penalties and/or interest, you will need to print and mail the 2020 ********** state tax return to the CA FTB as soon as possible. 

  
  We appreciate you being a member of Cash App Taxes and hope this finds you well. Please remember us every year for your tax filing needs since using Cash App Taxes is always free. 

  
  Best,

  
  The Cash App Taxes Team

• Initial Complaint

  Date:07/08/2022

  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.

  I e-filed with cash app and I have been having to refix the *** constantly. I get the same error every time saying my *** is wrong. I couldn't file taxes last year because my ex boyfriend wrongly claimed my daughter on his taxes even though I have been taking care of her since she was 9 months old. He has not. None of these issues have been resolved. I need this money to buy both of my daughters things that they need. This is getting ridiculous.

  Business Response

  Date: 07/12/2022

  Hi ********, 

  
  Thank you for reaching out to us through the Better Business Bureau to address your concerns. 

  
  Based on our records, your federal tax return was rejected because the prior year Adjusted Gross Income (***) you entered didn't match what the *** has on file for you from last year's return. This is required to match what the *** database has on file for you as a way for the *** to verify your identity.

  
  If you no longer have access to your last year's return, or you amended your tax return last year, we recommend requesting a prior year tax return transcript from the *** directly by going to https://www.irs.gov/individuals/get-transcript and entering the *** from that return.

  
  If you're sure you entered the correct prior year *** amount but the *** still rejects your return because their database doesn't match this amount, try entering $0 for your prior year *** and resubmitting your return. Note that we have no control over what the *** database has on file. 

  
  If you e-filed your tax return and get a message from the *** telling you that a dependent on your return has been claimed on another tax return and you believe it is fraud, you can follow the steps the *** provided by going to https://www.irs.gov/identity-theft-fraud-scams/identity-theft-dependents to claim your dependent through the ***. Please note we have no control over someone else claiming your dependent on their return.

  
  We appreciate you being a member of Cash App Taxes. Please remember us every year for your tax filing needs since using Cash App Taxes is always free. 

  
  Best,
  The Cash App Taxes Team

• Initial Complaint

  Date:06/28/2022

  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 **************** Tax Returns through CashApp on 4/1/22. I recently received a Notice of Tax Return Change-Revised Balance from the State of California ******************* that includes an ********************** Penalty of $153.12; an Estimated Tax Penalty of $22, and; *************** for $13.13. This adds up to $188.25.The app is all through the phone and I can't reach anybody by phone for support. I tried yesterday and I sent an email with my complaint. I did not lie on my tax return and cannot understand why it was not filed and/or why the ******************* is claiming I'm late when I filed through this app on 4/1/22. I have a confirmation email that I filed on 4/1/22.These alleged late taxes are due today. I emailed the California State ******************* and this could take up to 30 days. I can't get through to them due to high call volume.My initial complaint is about CashApp. Why did they not file my taxes? Why am I being charges $188.25 for their error? I think they should be liable for this.This is a time sensitive issue.

  Business Response

  Date: 07/12/2022

  Hi *******, 

  
  Thank you for reaching out to us through the Better Business Bureau to address your concerns. 

  
  Based on our records, we see that you e-filed your **************** tax return on April 1, 2022 with direct debit selected and it was accepted by the California ******************* (CA FTB). 

  
  Based on the information you provided in your complaint, the penalties you received are not delinquent filing penalties. The delinquent filing penalty is imposed If someone filed a tax return late or didn't file any return, and you werent charged with the delinquent filing penalty since you filed your ********** tax return on time. Instead, the penalties you received from the CA FTB are penalties that are assessed when you make your tax payment late. See Common penalties and fees on the California FTB website by going to https://www.ftb.ca.gov/pay/penalties-and-interest/index.html for more information.

  
  Even though you chose to have the balance due withdrawn from your bank account on April 15th, the notice you referenced shows that payment wasn't withdrawn by the ******************* on that date. If you have any questions about the withdrawal of your balance due, please contact California FTB directly, since we have no visibility into when the state debited the money from your account or why they may not have withdrawn the funds.

  
  We appreciate you being a member of Cash App Taxes. Please remember us every year for your tax filing needs since using Cash App Taxes is always free. 

  
  Best,
  The Cash App Taxes Team
  

• Initial Complaint

  Date:06/27/2022

  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.

  Hi I have an cash app account, both their tax service has lied to me stating that a government agency WITHHELD my tax. I contacted a federal government agency and they no nothing on file with my taxes. Now today I went to use my cash app account to check things out only to told my pin witch I didn't change is invalid. How is this right to do to people? I'm on social security income and suppost to get my benefits today. I demand action be taking against CASH APP REGARDING MY MONEY. ALSO ITS VERY UNACCEPTABLE THAT THEIR COUSTOMER SUPPORT TAKE HOURS INSTEAD OF A FEW MINUTES TO CHAT WITH THEIR PEOPLE. SOME PEOPLE GOT STUFF TO DO LIKE APPOINTMENTS THAN THEY GET NO TIME TO TALK TO THE COUSTOMER SUPPORT PEOPLE. I LIVE IN UPSTATE WESTERN **************. IM DONE WITH CASH APP PLAYING GAMES WITH ME. NOT SURE WHAT CASH APP LOCATION TO USE THIS COMPLAINT ON. PLEASE HELP ME TODAY WITH THIS ISSUE WITH THESE A******* Please email me today early as possible

  Business Response

  Date: 07/04/2022

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

• Initial Complaint

  Date:06/07/2022

  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.

  Such as of April 29th 2022 5:33A.M **** took out 122 dollars they had no right to do so! Ive contacted **** they said they didnt take that money from my account! Ive message cash app about this Ive emailed and they say they emailed back but I have no emails! Also I filed my taxes with cash app but credit karma app is what sent me to do it through for some odd reason! Well I never received the amount from irs! March 18 2022 I dont know what else to do

  Business Response

  Date: 06/09/2022

  Thanks for reaching out and making us aware of this issue. Were sorry to hear about your experience. A member of our team is investigating your issue and will follow up with you shortly via email to help. 
  
  
  Thanks,
  Cash App
  
  
  
  

  Customer Answer

  Date: 06/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolutions Im not satisfied with the outcome! Nothing got accomplished they say they try an email me about this but thats not true I have no emails and I know its the right email as well! Please take time to review the charges and the biggest thing do not file your taxes with these people I was supposed to get back 8 thousand and only got back **** because they said I failed to spell my last name right on my tax papers 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/06/2022

  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.

  In February, 2022 was referred by Kredit Karma that they were now Cash Tax, this company is Cash App.My taxes were file on February 28, 2022. I was informed of my refund amount for my Federal filing and my Sc State filing. I received an email that the Federal return was accepted. To my understanding the state was accepted because I did not receive any information that said other wise.I waited the needed time. Received my Federal refund. Contacted the ** DEPARTMENT OF REVENUE and they have no record of my filing a ** tax return.Attempted to contact Cash Tax and the communication was going to Cash App. Finally I was able to speak to someone in Cash App by phone ************ / 800 969-1940. There response was that they have no information for Cash Tax, that they could not help and hung up.Contacted Protection Plus that is suppose to assist with problems with the filing of the taxes. ************. I was told that they could not help and that they have no way of contacting Cash Tax. Cash App is the company that does Cash Tax and they are refusing to give me any answers.April 15, 2022 tax filing dead line has come and gone. I cannot get any information from them and I have no way of verifying to the government why my taxes are going to be late.This company took on a responsibility and is acting as if they have no responsibility to the people whose information was taken and who knows what was done.I thank you for your assistance and fir having an agency as yours you have helped me a great deal through the years and many difficulties.Thank you

  Business Response

  Date: 06/23/2022

  Hi ******, 

  Thank you for reaching out to us through the Better Business Bureau to address your concerns. 

  
  Based on our records, we see that you submitted your 2021 federal tax return with ** and it was accepted by the *** on March 3rd, 2022. However, you did not file your state tax return with us; as of today, your state tax return has not been submitted with us.
  In order to file your state tax return, youll need to log into Cash App Taxes and go through your state return you started. Once youve filled everything out correctly and accurately, you can then go through the Review & File process and submit your ************** tax return.

  
  We appreciate you being a member of Cash App Taxes and hope this finds you well. Please remember us every year for your tax filing needs since using Cash App Taxes is always free. 

  
  Best,

  
  The Cash App Taxes Team