Complaints

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally tried to file my taxes with this company but my tax returns (state and federal) were rejected. I filed directly with the **** I waa told that Federal taxes were paid and I just got a notice from the *** daying I still owe money. I tried reaching out, but no response, I want my money back, becase the filing was nkt successfully completed. THEY DID NOTHING

  Business response

  05/03/2024

  Hello,

  I am very sorry for the trouble with this. According to the information on your account, we transmitted the return that you prepared on 2/14, the *** initially rejected this and required that you make corrections and retransmit it. You were notified via email and it was also posted inside your account. It appears that you logged back into your account on 3/28 but we have no record of you attempting to correct and resubmit your return. We've checked our telephone and email support records and can find no record of attempts to reach us using your email or phone number.

  I have requested that one of our support specialists reach out to you to provide you with assistance on correcting and retransmitting your return.  You can also reach our support team directly by emailing ****************** or calling ************ (M-F 9:00 - 5:00 eastern).

  We apologize for the difficulty you had filing your return.

  Sincerely,

   

  E-file Customer Care

   

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I started my tax return in February and returned today to file, I found that I was billed for an "Upgrade" and and **************** but there was no where to click to tell me what these services are nor can I decline them. The site only lets me move right to filing or start the whole thing over. It does not elaborate on fees they charge anywhere. I was charged $103 to file w/ a 50% off promo code that gave me $41.94 off my total/ I know I declined extra services and don't appreciate having my bill jacked up. I will not be filing my taxes on this site next year. **************** is email only, phones are closed.

  Business response

  04/18/2024

  Hello,
  
  I am very sorry for any confusion with this. We offer free federal filing for those who qualify for our basic software. There is a fee for our state filing software and also a fee for our deluxe or premium software which is often used with more complicated returns. It looks like the Form 5329 (to determine the additional tax on your early retirement withdrawal) and also the Schedule 2 (additional taxes needed for your return) were required with your filing and since these are not included in our basic software, the system upgraded you to the appropriate software. I am glad you were able to locate and use a 50% off coupon, for this. Now, I looked into why you were unable to reach our support team by phone, it looks like you attempted to call late in the evening on April 15th and at this time phone support was no longer available, it does not appear that you attempted to reach support by either email or through the online request form. I am very sorry that you had difficulty reaching our support team. For future reference you can reach our support team by calling ************ (M-F 9:00 - 5:00 eastern) or emailing ******************. If you require any further assistance, directing your request to one of these is the fastest way to receive it.

  Sincerely,

   

  E-file.com Customer Care

• Initial Complaint

  03/27/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  E-File deceptive web site went to file my simpler 2024 tax return and got charged for premium service. There web site is set up to trick you.

  Business response

  03/30/2024

  Hello,

  This user required a tax form not included with our free basic software. The Form 4137 for SS and ******** on unreported tip income was needed and thus the system upgraded them prior to checkout. The prices are listed at checkout and the change would have been noted in the top left side of the website. With that said, as a courtesy, we will refund this user for what they paid for our software (we cannot issue a refund for the bank fee when paying with a refund, just the software cost that was paid to E-file.com). Now, since they paid using the proceeds of their refund, we must either mail a check or Paypal the refund. Please let us know if they would prefer a refund via check or Paypal payment. If you would like Paypal, I simply need the Paypal account email address. If a check is preferred, I will need them to confirm the correct mailing address. Unfortunately, we do not have a way of refunding the fees which the bank charges when a user pays with their refund. Please let me know which refund method they prefer and we will proceed with this request.

  Sincerely,

   

  E-file Customer Care
  
  

  Customer response

  04/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***************************

   

  Customer response

  04/02/2024

  Tell them to mail my refund to *************************** ***************************

  *****, **. 44314

• Initial Complaint

  02/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I filed my tax return with efile I made the mistake of forgetting 4 numbers of my email address now I have been trying to change the email address by going through the procedure they provide but every time I submit the information to change it it just says “entity to large” and “error” I’ve searched for a way to contact them to discuss the issue so they can resolve it but I can’t find any contact information I’ve paid money to file with them I need to change information on my return so I can resubmit it but this foolish company is standing in the way with their none helpful website this will definitely be my last time ever filing with this joke of a business.

  Business response

  02/08/2024

  Hello,

  I am very sorry for the trouble with this. This issue can happen if the image size is too large in the electronic email change request form. I have requested that a support specialists reach out to you directly. Please let us know if you need any further assistance. 

  Sincerely,

  
  E-file.com Customer Care

  Customer response

  02/12/2024

  I just want a refund for the service I paid for then I will be satisfied I’m not sending 100 documents Just to prove my identity, I gave him Social Security number I gave Them my drivers license Almost everything 

  Business response

  02/29/2024

  Per this user's request, we have refunded their purchase. For the record, the user did submit an email change request but they did not include their SSN or the previously used email address. Also, they only sent 1 ID instead of 2. If the previously used email does not match we require 2 IDs.  They were asked for the additional information, but did not contact us again after that. 
  
  
  Sincerely,
  

  
  

  Customer response

  02/29/2024

  I accept the refund but I did in fact provide all the information I needed except for a birth certificate but if I received my refund this argument is closed and I have filed elsewhere and will never use the e-file ever again.

  Sincerely, ******** ************. 

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed my taxes on 4/14/23. Get the congratulations were sending your info to the **** Next day they say theres a problem, your AGI from the previous year doesnt match our records. Go back to the website, theres a new screen to enter the amount from line 11 of the previous years return. Enter it ,says its wrong , no matter what number I enter. After a few times ,Im sure Im entering the correct number but it says its wrong. I cant find a way to talk to a person, if I keep it up there going to freeze the account Obviously theres some sort of software glitch on somebodys side. Its impossible to fix. They have all the info, it all looked good to me, but they wont un-reject it cause their software isnt happy. Its their position its my problem, its my position their software is preventing me from filing my taxes for no good reason. Offering me no recourse to fix the problem. Now they say I have to file on paper. Thats unacceptable, I want them to process my returns.

  Business response

  02/08/2024

  Hello,

  I am very sorry for the trouble with this. It appears that you elected not to pull forward the information from the previous return that you prepared with us. Instead you manually entered a Prior Year AGI that did not match your accepted 2021 tax return. When information is entered by a taxpayer that does not match what the *** is expecting it can result in a filing being rejected. Typically, when this happens you just need to either correct the filing and re-transmit (free of charge) or print and mail it. It looks like you emailed us shortly after it was rejected and we provided specific instructions on how to correct your AGI and retransmit your return. Unfortunately, it appears that you did not make any attempts to resubmit this return until 7 months after it was initially transmitted, at which time, the *** was no longer accepting electronic transmissions. As such, support let you know that you would have to print and file by mail your tax return.

  I apologize for any difficulty you had transmitting this return.

  Sincerely,

  E-file.com Customer Care

  Customer response

  02/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

  ***************************

   

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 19 2023 I used e-file.com tax service to do my 2022 federal return paying $79.98. As part of their process I had to also file my state taxes with them. I only desired a federal return, but at the time saw little harm. On June 12 2023 I received a letter from ******** stating that I owed $5,640. I used their tax service again to resolve this issue. This cost an additional $29.99. This did not resolve the issue. On August 25 2023 I received a letter from ******** stating that my account was in collections and has risen to $7,239. After hours of phone calls it was determined that my state taxes were filed incorrectly. A tax representative of the state of ******** stated this. I do not have documentation as it was a phone conversation, but I'm sure I can provide this if required. I requested a full refund from e-file.com due to the poor handling of my state return. It was refused.

  Business response

  10/19/2023

  Hello,

  I am very sorry for the trouble with this. It appear that this customer entered their W-2 information incorrectly as they had two states listed. Since the W-2 was entered as **** it caused the ******** return to have an amount owed. On 6/27, after we reviewed their notice, the customer added the **** return to their account (thus the additional charge).

  As a courtesy, we have refunded them for their software purchase.

  Sincerely,

   

  E-file.com Customer Care

   

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hello, I’m trying to access my account (I know the username and password) however it wants me to verify the account through email or phone which I no longer have access to either. I’ve clicked “can’t access this email” and submitted the form 2-3 times with all of my information and 2 forms of ID attached without a response. As a previous complaint states, there is no way to contact customer service without first logging into account, which I can’t access. Can someone please assist me in getting this problem resolved so that I can login and resubmit my taxes to the ***?

  Business response

  07/25/2023

  Hello,

  I am very sorry for any difficulty reaching customer support. You can contact support by emailing ****************** or calling ************ (M-F 9:00 - 5:00 eastern). In the meantime, I will ask a support specialist to reach out to you directly to provide further assistance.

  Sincerely,

   

  E-file Customer Care

  Customer response

  07/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. Thank you for helping quickly resolve this issue.

  Regards,

  **** *******

   

• Initial Complaint

  06/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed my income tax return via e-file on 4/14/2023. I received a pdf with a copy of my return. I have checked with my bank about my refund several times and have not received anything. Next I checked with *** site where’s my refund. I couldn’t get any information from them. I can’t get into my e-file account despite repeated efforts to reset my password. It also says my username is wrong even though it’s the same username they give me to use. I cannot find a phone number that provides access to an actual person. Only the options to file complaints online via my account which I can’t access. I want to speak to an actual alive e-file representative who can answer my concerns.

  Business response

  06/14/2023

  Hello, 
  
  After receiving this complaint we attempted to contact the customer several times via their phone number. Each time the support specialist attempted to call, they received a busy tone and the call instantly disconnected.
  
  Looking at this account, it shows that the user prepared and printed their return on 4/14/2023. However, they did not proceed with the steps necessary to transmit it electronically. The purchase this customer made was for the software which was used to prepare their tax return. Taxpayers are free to print and mail their filing or transmit them electronically once the return is prepared. 

  The recent access log shows that this user attempted to login using an incorrect password. The account was locked for security as a result of too many unsuccessful attempts. I do not see any recent attempts to update/change the password to allow access to the account. 
  
  Since we were unable to reach this customer on the phone number which they provide, our support agents have emailed them and we will attempt to resolve their issues through email.

  Sincerely,

   

  E-file.com Customer Care

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  18 of April we fill up the e-file program for tax return. The program sent back everything with "rejected" 10 days over we try communicate this office in writting. They gave always same answer what not worked . Finally I sent the tax return on mail for ***. They the free program charged ,$29.9 I asked what I paid if coustomer servise wrotte me this was free.( **** ******* ***** ********) I would like get back my money because they program doesnt work. They couldn't provide evidence for my taxreturn. Last email I asked them, but they looks like no read what we read , again sent ****** ********.

  Business response

  05/29/2023

   Hello,

  I am very sorry for the difficulty you have had with this. 
  
  It appears that you used our software to prepare a tax return and that this return was electronically transmitted to the ***. Unfortunately, the *** initially rejected your return because the figure that you entered for your spouse’s AGI did not match what the *** was expecting. The prior year AGI (Adjusted Gross Income) is what is being used to digitally sign your return. Digitally signing is an *** requirement, and only required when electronically transmitting your tax return. This is what is being used to help combat taxpayer fraud.
  
  Typically, when a return is rejected, you just need to either correct the filing and re-transmit (free of charge) or print and mail it. 
  
  Now, we cannot guarantee that the *** will accept a user’s electronic transmission. Nor can any other tax software provider. As our Terms of Service state, we charge for the calculation and preparation of a customer's tax filing (not electronically filling it). With that said, as a courtesy we have gone ahead and refunded your purchase in full.

  Sincerely,

   

  E-file.com Customer Care

• Initial Complaint

  04/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I am upset with this company because they do not have a customer service support line to help me with a log-in issue. I do not have my email address - - and because of very stressful situation of having to flee from domestic abuse, i do not recall all of the login information - - It should be very simple to contact someone and get my login - - but I have endured undue delays and distress in regards to handling this because of THE COMPANY not having an email or customer support line. If the company can't handle the volume of requests - - then they shouldn't be allowed to handle something as vital as FEDERAL TAX RETURNS.

  Business response

  04/26/2023

  Hello,

  I am sorry for any difficulty you've had with this. I am not showing an account associated with the email address "***************************". Can you confirm that you are attempting to access an account on www.E-file.com (with a hyphen between e and file)? If you are trying to access an account on www.E-file.com, and having trouble logging in, you can email ****************** for assistance with this.

  Sincerely,

   

  E-file Customer Care

*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. ↩