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:09/30/2026

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  On July 22, 2026, my company, REMOVEDCPA of REMOVED, signed a contract to purchase REMOVEDTax and CCH Axcess Intelligence, products of Wolters Kluwer. I repeatedly stressed during the sales process that I was only interested in cloud-based software and was repeatedly assured it is. Upon signing the contract, I learned that I was instead sold software requiring local, Windows-specific client installation. On July 23, 2026, the salesman, REMOVED, responded via email to my complaint offering to explore cancellation options if no workaround was sufficient. I responded the same day that no workaround was sufficient. On July 28, 2026, I emailed again requesting a status update on the cancellation. I never received a response. On July 29, 2026, I emailed REMOVEDand Wolters Kluwer customer service noting I was mislead as to the fundamental nature of the product, that my firm's technology and security infrastructure precluded me from utilizing the product, that I had not used or installed the software, that I had not made payment, and that I considered the contract void ab initio. I demanded written confirmation of a $0 balance and that no further billing will occur. On July 29, 2026, REMOVEDemailed me stating that the order was never fulfilled and is null. I then received an invoice dated July 23, 2026, for the products. I responded via certified mail that I would not have entered into this agreement had the requirement of a Windows-only client been disclosed and that REMOVEDhad told me in writing that the order was never fulfilled and is null. I included copies of the emails. I also requested written confirmation of a $0 balance and a closed account. I then received an invoice dated September 11, 2026, for the products. I would include supporting documents, but the website repeatedly issues an error when I try despite the documents meeting the accepted size and format.

• Initial Complaint

  Date:09/08/2026

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Our company has the following complaints that we plan to remedy with Wolters Kluwer, using their CCH Axcess Tax Program -- (1) Multi-year discount is fraudulent CCH offered a 3-year "Multi-Year Discount", where you should receive a discount for agreeing to a 3-year agreement. They claim to offer a discount and 8% is reduced on the bill, however they are still increasing 8% every year. It doesn't matter if you write discount on the bill and then increase by almost 16%.(2) Every year you cannot contact their sales team, while their REMOVEDharasses you. The REMOVEDis very prompt to respond to email, call and harass for your payment and penalties April - September, while you continually call, email, and write support tickets to contact their sales. This abuse is intentional and doesn't allow you to exit their contract, while you are "late" for making a new contract or on making payments. (3) CCH billing practice and sales are unethical and improper consumer practice. REMOVEDdemands payment without replying and doesn't reply regarding to REMOVED. I have submitted these complaints to REMOVEDand have not received any response. I have filed multiple support tickets and various teams close the ticket without addressing the issue or redirecting them.(4) CCH increases the deposit for the software from 10% to 25%.They change this deposit as they please, and I cannot contact REMOVEDservice about the agreement. Supposedly you need to contact them to request to reduce back to 10% every year. I waste eternal hours with CCH.(5) Wolters Kluwer CCH is bad faith vendor. They intend to deceive customers on pricing, discounts, and their agreements. They have strategized that they can make profit by their deception, and when you learn about their strategy, they are unresponsive. They make you work tirelessly until you give up.

• Initial Complaint

  Date:07/14/2026

  Type:Product Issues
  Status:

  UnansweredMore 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 paid in full for a tax return package which uncluded 6 individual returns.I only used 3 individual returns. I am now being charged for 2 additional returns.I have tried repeatedly to contact Wolterskluwer and have never received a reply.

• Initial Complaint

  Date:06/12/2026

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Incident 1: Initial Payroll Quote Request / Unauthorized Charge, Dishonesty, Lack of Accountability, Attention, and Support 1.September 22, 2025: I requested a quote for payroll software, as I was not aware that payroll was an additional component available through REMOVEDand not included in CCH Axcess. My intent was to receive pricing information in order to make an informed purchasing decision. Instead, I was charged for software without authorization or informed consent.Incident 2: Escalation and Apology 1.January 21, 2026: REMOVEDapologized for my experience and confirmed that my concerns had been escalated.Incident 3: Case #REMOVEDrequest for refund and cancellation 1.February 2, 2026: I opened Case #REMOVEDrequesting a refund and cancellation due to what I described as an awful experience.2.February 2, 2026: The case was closed by CCH despite not being resolved and was instead only transferred to REMOVEDCenter.Incident 4: Communication with REMOVED/ Promised Refund Never Received 1.January 27, 2026 March 18, 2026: There were over 30 emails exchanged with REMOVEDwith no meaningful resolution. REMOVEDacknowledged the issues and indicated he would work on obtaining a refund for ATX.2.February 25, 2026: REMOVEDstated, While working through the process, they were hitting a snag. Please know I will stay on top of it until it is resolved. Despite these written assurances, this matter remains unresolved.

• Initial Complaint

  Date:04/28/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 am filing this complaint against CCH (Wolters Kluwer) for deceptive billing practices and a total failure to render services. I placed an order for CCH Axcess Tax Essentials 100 on January 3, 2026. Despite my attempts to use the software, I was never provided functional access. I opened a technical support case (#REMOVED) on January 18, 2026, regarding my inability to log in, but CCH failed to resolve the issue and the system eventually closed the case automatically without a resolution. Because the product was inaccessible, I formally requested a cancellation on January 11, 2026well within the 30-day review period for new subscriptions. My sales representative, REMOVED, explicitly refused to allow the cancellation on January 12, 2026, claiming "management will not allow" it, despite their own written policy allowing for a 30-day declination period. Furthermore, the funding for this purchase via Affirm was voided on January 6, 2026, because CCH failed to authorize the transaction within Affirms required timeframe. REMOVEDwas never paid, yet they have continued to harass my business for a "debt" that does not exist for a service that never worked. I have filed five separate disputes (Case #REMOVED, #REMOVED, #REMOVED, #REMOVED, and #REMOVED) between January and April 2026. REMOVEDhas ignored these disputes while simultaneously sending a "Notice of Demand for Payment". Business's attempts to resolve:None. REMOVEDdirected me to a sales representative who refused to help , and the collections department (REMOVED) has acknowledged the dispute but failed to provide any updates while continuing to send delinquency notices. Desired Resolution:I demand that CCH immediately void Invoice #REMOVED, cease all collection efforts, and provide written confirmation that Account #REMOVEDis closed with a $0 balance. REMOVEDhas no legal or contractual grounds to collect payment for a voided transaction and a service they failed to deliver.

• Initial Complaint

  Date:04/07/2026

  Type:Product Issues
  Status:

  UnansweredMore 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 purhased software in non 2025 iwas sick and could not travel to the office i did naot use software an d never efiled . Had to cancel , i kept calling customrt svc they REMOVEDnot to worry that it woutd be done but that it takes time . I called my sales REMOVEDand she sais she would get back to me in one week and never heard anything in about 3 weeks. Then i was told by billing it was denied . I wrote emails and steted that the cancelation was promsed by cuustomer service and that i was going to contact The BBB they sent ma a case resolved email in 2 days. I am getting bills from them through emails and mail. I wrote many letters stating my Diagnosis of lumbar stenosis , it flared up with a fall , i am 73 yo male and that iI was nnot going to use the software, they assured me that the cancelation was in process . I have a case resolved email from them. Now I'm getting billed Wit no efiling ,no usage I need the cancelation , i am not paying for something i do not use they have been aware since nov 2025 .case no REMOVED,case resolved email received after numerous contacts with them ,i received case rsolved email dated 2 23 26 . by REMOVEDv I did not receive a follow up email ,caseNO REMOVED. I insisted on cancalation they assured me it was being processed , but i continue getting bills . I can't talk to anyone there , I cannot even entertain using this software there is no servive, I am an Enrolled agent and they are selling a program that is useless to me .Need them to cancel this and stop billing me.

• Initial Complaint

  Date:03/03/2026

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This company has continued to bill our office despite numerous calls from our office telling them to remove this account from their billing. Our office took over management of REMOVEDback in 2024 and filed the necessary update with the REMOVED. We provided proof of this public record to this company as well. They are no longer providing REMOVEDand therefore should not be billing for them. However they continue to bill our office for statutory agent services for this account more than a year later. We want them to delete this account and stop sending fraudulent bills.

• Initial Complaint

  Date:02/02/2026

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a software package (roughly $13K) for the tax year 2024 as I do every year from this company. At the end of the year they sent me an invoice for overages which totaled roughly another $11K. I asked for a detailed list of this overage and have not been provided with it. I will not pay until i see proof. Not a strange request in my mind. Part 2 of my issue is I was provided a renewal package and told since i am accepting a "late renewal" in December 25 I was not allowed to request a payment plan. I requested one for the first time because paying 11K and another 14K was hefty for a one person business. This week I found out the firm I consult at for the last 14 years was given their renewal and received a payment plan. I questioned my salesman and customer service who now ignore me and have no answers for why they have been discriminating against me. I am trying to maintain a working relationship but they do not respond. Obviously I am desperate as tax season just started and I need to get my hands on the 2025 software. Thanks for your time.

• Initial Complaint

  Date:11/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 am a nursing student. At the beginning of a course, I am given a list of required textbooks. All of our books are through one company, Wolters Kluwer. We are required to purchase an electronic version even if we prefer hardcopies. If our instructors tell us we don't actually need a textbook, as is what happened to me, Wolters Kluwer will not refund our costs if it is outside of a 14 day window, even if we have never accessed the electronic book. This is theft.

  Business Response

  Date: 11/11/2025

  Thank you for reaching out and sharing your concerns. We understand how important flexibility is for students, and we appreciate the opportunity to clarify our policies.

  
  Your purchase was made on February 27, 2025, and included a digital package containing multiple resources, not just a single eBook. According to our records, the access code was activated on May 5, 2025, and the eBook was downloaded and accessed on May 6, 2025. These steps ensure continued access to the materials.

  Our return policy for digital products (including CoursePoint, VitalSource eBooks, PrepU, vSim, etc.) states:

  A full refund may be issued within 14 days of activation, provided there has been no usage of the product.
  Refund requests must be made by contacting REMOVEDvia phone, email, or chat.

  
  You can review our full return policy here:REMOVED.

   

  Thank you,
  
  REMOVED
  REMOVEDManager
  Health Learning, Research & Practice

  Customer Answer

  Date: 11/17/2025

   
  Complaint: 24074173
  
  I am rejecting this response because: I was given one access code for multiple books. There was only one book accessed, and the rest have not been looked at. There was no way to only activate the book I needed, without activated the other ones I did not need. I allow someone else to use a book I did not use because I have already "activated" the book. So when my instructor informs us, past the 14 days, that we no longer need the resource, I end up having wasted several hundred dollars. This is an unethical business practice. At the very least, a separate activation code needs to be provided for each book purchased so when schools/instructors alter what was conveyed as necessary, students have the ability to use their money to get the resources they need, not pay for a resources that will never be used.
  Sincerely,
  
  REMOVED

  Business Response

  Date: 12/08/2025

  Thank you for reaching out and sharing your concerns. We understand how important it is for you to have clarity regarding your purchase and refund request.

  
  After reviewing your order, we confirmed that you purchased the CoursePoint package, which includes both the eBook and course materials. This product was specifically selected by your instructor in coordination with our sales representative to meet the requirements for your class. If the product had not been the correct one for your course, the instructor would have needed to notify our sales team to request an exception to our refund policy. We did not receive any such communication indicating that the entire class required a refund.

  
  We also understand your order included two different products, and only one access code was provided. Once the CoursePoint product is activated on thePoint, the eBook can be downloaded to your VitalSource Bookshelf by manually selecting that option within thePoint. Our records show that this download occurred on May 6, 2025. Please note that activating and downloading the eBook constitutes usage of the product, and allowing someone else to use your access code is also considered usage under our policy.

  
  While we are unable to process a refund outside of our stated policy, we truly value your feedback and will share it internally to help improve the experience for future customers. If you have any additional questions or need assistance with accessing your materials, please let us know, were here to help.

  
  Thank you for your understanding.

  REMOVED
  Customer Service Manager
  Health Learning, Research & Practice

  Customer Answer

  Date: 12/08/2025

   
  Complaint: 24074173
  
  I am rejecting this response because:

  In our small off-campus cohort, I am the only one who purchased the most recent book I am referencing, and am one of three who purchased the previous book from earlier in the year. We did so because it was listed on the list of books that is available for our school on your website. There have been 4 other purchases directly from your company from classmates of mine, but none attempted a refund through your company because it was also past the 15 days, and they did not feel it was worth the effort. The rest of our class were waiting until the last possible minute because of the confusion between the school and your company, and our teacher trying to figure it all out. It seems there are multiple layers of problems between the list on your website, the list given to us all from the school bookstore at the start of the year, and the book/information given the instructor, part of which is due to staff turnover at the school as well as updates you all have made on books while we are mid program. She has made the best of the situation, and we are using the prior book, which we have all managed to get ahold of.  The book for the most recent class, and the other book I referenced has never been read and never will be. Your first response stated that I had accepted the code. I made clear that there is one code per email, so I did not have a choice since I needed to access the other books. As to the book being downloaded, if that was done, it would have been done after the emails and phone calls I made asking for a refund, in the process of getting a different class book. I do not recall ever clicking anything to download either one, and have never read either book I am referencing. Nor have I given another student the access I paid for.

  Again, it would be beneficial for future students for you to have separate access codes per book, so if they happen to find out within the extremely short 15 day window that there has been a change or they do not need the book, they are able to access what they need and return what they don't without confusion. College students frequently have changes to schedules and books, and if they like to purchase books in advance, like I do so as to be prepared, 15 days is not practical. 

  In summary, I do not expect any money back, but I ask that you evaluate your business procedures to be more friendly and supportive to the students who are your customers. Giving a longer window of return and providing a separate access code per book are two simple ways you could demonstrate your desire to support students investing large amounts into their education. I purchased books directly from your company to save money. I will never make that mistake again, and neither will any of my classmates.

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:08/26/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We have been using ATX software as a tax group to share the workload in the past 7 years. We purchased REMOVEDfor 3 users and 2 additional charges in year 2024 based on REMOVED, Senior sales business renewal consultant from REMOVEDcustomer Support.Recently we received unreasonable invoice $10,374 claiming additional office setup for year 2024. We believe this charge is unfair and fraudulent.The license was clearly for 5 users which we paid in full. Usage should be measured by licensed users, not by IP addresses. REMOVEDshould not permit to install if the user identifies multi-installation. There is misleading information to allow the user to install then later unexpected invoice saying different IP address to be charged extra fee.I am a laptop user and bring my PC to travel either REMOVED, REMOVEDor REMOVED. How could I prevent extra charge if ATX only recognition of different IP addresses?We attempted to contact Wolters Kluwer for customer support for a couple of weeks with endless emails and phone calls, but no efficient response and the billing department triggered the collection action.We paid 2025 license fee for multiple 5 users by end of May 2025 and not receiving 2025 installation process yet. At this point, we should consider switching different tax software if REMOVEDdoes not provide the appropriate resolution to waive 2024 additional unaware charges.We respectfully request that Wolters Kluwer waive a $10,374 invoice and honor our long-standing relationship/willingness to continue using your tax software going forward.