ComplaintsforE-File.com, LLC

• Initial Complaint

  03/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have been a customer for years and had a few questions we sent the questions months ago and no one has responded now we have yet another question... My Husband received a W-2c Corrected Wadge and Tax Statement from work after the taxes were submitted... how do we enter this information in and submit it to the IRS through the website?

  Business response

  03/18/2023

  Hello,

  I am very sorry for the trouble with this. Can you please confirm that you used the website www.E-file.com (with a hyphen between E and file) to prepare your tax returns? We can only assist taxpayers who are using the website E-file.com. I do not see an account associated with this name, email or phone number on E-file.com. 

  Sincerely,

   

   

  E-file.com Customer Care

   

   

• Initial Complaint

  03/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  When I filed my taxes I ended up being charged $60.94 when I selected the option to file for free. I emailed E-File to ask why I was charged this amount and they replied, "The Free Edition is available to filers that have a simple return. Once you have entered an item that no longer qualifies for the Free Edition, you will see the Deluxe upgrade for $27.99. Your return no longer qualifies for free due to the following: You claimed the ****** ****** *** ****** (****)." So I replied and wrote, "Thank you for explaining that the Deluxe upgrade is $27.99, but the amount deducted was $60.94. $60.94 minus $27.99 equals a $32.95 difference. You owe me a credit of $32.95 so I would like for you to tell me how to apply it to this years tax filing." They replied and said, "Our records indicate you selected yo use the File & Go option to pay your fees and receive your refund. As previously stated, your federal return was $27.99. The fee to use File & Go is $39.99." I partly replied, "$39.99 plus $27.99 equals $67.98. I paid $60.94 so apparently something is not adding up here. Even if it does add up I was misled by E-File about the pricing. There are MANY complaints when doing a search on your company that say you are SCAMMERS. I agree and will be filing a complaint(s) about your company. I assume you don't care though." My case # with them is: Support Request - Case{************************************}

  Business response

  03/17/2023

  Hello,

  I am very sorry for any confusion with this. I do not see a purchase/tax preparation associated with you account this year. Are you referring to a filing that you prepared in a prior year? Thank you for your assistance with this as I continue to investigate.

  Sincerely,

   

  E-file Customer Care

  Customer response

  03/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I filed with them in 2021 and gave my case # with this complaint for reference. Here is the case # again, Support Request - Case{************************************} with E-File.

  Regards,

  **** *******

  Business response

  03/23/2023

  Hello,

  I am very sorry for any confusion with this. When you filed with us a year ago, your filing situation did not qualify for our free filing software. The software you needed normally costs $27.99. It appears that you used a coupon code that we provided to receive 25% off this price. This reduced the cost of our software to $20.99. 
  
  As for the $39.95 fee, it appears that you chose to pay for our software with the proceeds of your refund rather than a credit/debit card. When taxpayers select to pay with their refund, the refund goes to a third-party financial institution (like an escrow service), when the financial institution receives a taxpayer's refund, they pay us for the software and deposit the balance to the customer. This is the fee for the financial institution to provide this service.
  
  As a courtesy, and per your request, we will go ahead and refund you the $32.95 that you are asking for. Please note, the fee that we received for our software was $20.99. Let us know if you would prefer your refund via check or ****** payment. If you would like ******, I simply need your account email address. If you would prefer a check, I need you to confirm the correct mailing address. 

  Sincerely,

   

  E-file Customer Care

  Customer response

  03/25/2023

  [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 and would like to receive my refund from E-File by check. 

  My mailing address is:

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

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

   

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  File taxes with E-File.com on April 11, 2022. I never ran into a screen that told me how much this would cost me. I was not give any prices until it was all over. During the screen to screen process I never clicked on any button for upgrade but at the end they charged me for an upgrade. Once you know the price you can't click out and find a cheaper tax filing site. They charged me $97.93. I wanted direct deposit but during that process I wondered when they were going to ask how I was going to pay them. I gave them my checking account information only for direct deposit. I did not give them permission to pull money out of this or any other account.. I don't have enough money to cover that. All the above needs immediate attention or they will overdaw my account. I want them to refund me the upgrade money and to not charge my account until they get my authorization. I print screen shots and have uploaded them.

  Business response

  04/26/2022

  Hello,

  I am very sorry for any confusion with this. I looked into your account and it appears that you chose to pay for our tax software using the proceeds of your refund rather than a credit/debit card. When taxpayers select to pay with their refund, the refund goes to a third-party financial institution (like an escrow service), when the financial institution receives a Payment is not withdrawn from your account unless the refund is not sufficient to cover the cost of the software. 
  
  Now, as for the cost, this was present before you completed the agreement to pay with your refund. It can be seen lin the ***’s which you provided this is what would have been displayed prior to completing/transmitting your return. 
  
  We do 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. One or more of the credits claimed on your return are not included in our basic software, so the system upgraded you (this would have been noted at the top of the screen). By using this software, instead of the free basic version and claiming these credits, you increased your tax refund substantially. 
  
  Now, considering the confusion you had with this, we have approved a refund for the software that was used. Please let us know if you would prefer that we issue your refund in the form of a check or send your refund via ******?  If you would like ******, I simply need the email address associated with your ****** account. If you would prefer a check, I need you to confirm the correct mailing address. Thank you for your help with this.  
  
  Please note, since you paid with the proceeds of your refund, there is a fee of $39.99 that is withheld by the third-party financial institution used to facilitate this. We are unable to refund this as it is a fee collected by the financial institution.

  Sincerely,

   

  E-file Customer Care

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 3-16-2022 I filed my taxes with e file and was prompted to enter my debit card number to pay for it. AFTER paying the &57.98 I was informed that I had to include my 2020 AGI. Why was I not told this before I paid? After calling the service number ************ I was told since the *** was issued I could not get a refund. At that time I told her I needed the home office number and was told she didn't have any number to give me. Why was my money taken without me knowing all the facts. Your help in this matter would be appreciated. ****** * *****

  Business response

  03/23/2022

  Hello,

  I am sorry for the confusion with this. Your AGI or PIN is what the *** requires in order to digitally sign a tax return and transmit it electronically. This is an *** requirement to protect against fraud and necessary whenever filing electronically. Your purchase was for the software to prepare your tax return. Once you have completed preparing your return (which you did) you are free to print and mail it or electronically transmit it. We do not charge an additional fee to transmit your return electronically (some software providers do) but you are required to electronically sign it using your AGI or PIN. Since you were able to use the software to prepare your return, print and mail it, our representative informed you that you were not eligible for a refund. With that said, as a courtesy, we have gone ahead and refunded your purchase in full. 

  Please let us know if you need any further assistance. 

  Sincerely,

   

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

  Customer response

  03/29/2022

  From: ***** ***** <************************>
  Sent: Tuesday, March 29, 2022 11:11 AM
  To: Info <*****************>
  Subject: Re: You have a new message from the BBB of Northeast Florida in regards to your complaint #********.

   

  I got your letter to my complaint in the mail late yesterday afternoon. The money l paid to the company in my was put back in my account. I really appreciate your help in this matter. 

  Thank you.

   

• Initial Complaint

  03/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I couldn't get into my account when i tried about 50 times! I'm locked out and can't delete my account after i have received unsatisfactory service! I want to be refunded $49.95 I called them and they couldn't help me. I have disputed this charge with my credit card company.

  Business response

  03/08/2022

  Hello,

  
  I am very sorry for the difficulty you had logging in. One of our support specialists has reached out with information on how to log back in. 

  
  If you are still having difficulty, please try logging in here ******************************** with the username *********. If you need to reset your password you can do this here - ********************************************************************. If you do this and do not see your password please make sure to check your spam/promotions folder.

  
  Please let us know if you have any further difficulty logging in.

  
  Sincerely,
  
  
  E-file Customer Care

  Customer response

  03/10/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I can NOT get any satisfaction and can't get into my account. i want to delete this account. They failed to help me in the whole process of filing. Iwas unaware that this was a cost to this service since I thought I was on the free site. I filed on the  real *** website and it was free.

  Regards,

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

  Business response

  03/12/2022

  Hello,

  Per your request we have refunded your purchase and disabled your account. Please let us know if you need any further assistance.

  Sincerely,

   

  E-file Customer Care

  Customer response

  03/14/2022

  [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,

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

   

*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. ↩