ComplaintsforTaxAct
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I used TaxAct to file my 2021 taxes. The *** ended up with $5254 in a tax line and sent me too much money back for that tax year, as a result. TaxAct documentation shows that zero was put in that line that was sent to the ***. By the time I was made aware of this, the *** charged me interest on the overpayment. I have spoken with representatives at TaxAct multiple times and they have assured me that there was nothing, zero, in that tax line. I have double checked online to ensure that there was zero in the tax line. The only help that TaxAct provided me was to send me to their affiliate tax protection, plus. I have been waiting over a year for them to address this error. In the meanwhile, I have been charged interest the whole time. I did my taxes correctly and should not be charged for an error that obviously came from TaxAct. They should be paying the interest not me. I had to pay $1,560.45 in interest. I expect that TaxAct will reimburse me that total amount due to their error.Business response
05/23/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Initial Complaint
05/15/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Filed two returns / federal and state, with a 3rd one pending. Classic bait and switch - had an offer to "lock the price" in november, with a 50% off. The gave me the 50% off current pricing instead.Business response
05/16/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Customer response
05/20/2024
Complaint: 21705870
I am rejecting this response because: no offer to honor the price was made. bait and switch
Sincerely,
*********************Business response
05/20/2024
The email you received had a disclosure at the bottom of the email that stated, will be applied to actual prices, which are subject to change and determined at the time of print or e-file. Discount is only for recipient of this communication and may not be combined with other offers. Add sales tax for applicable orders. ***** paid is determined at the time of filing and is subject to change. All TaxAct offers, products and services are subject to applicable terms and conditions.
The amount you paid was accurate based on the email you received. It appears our customer support team spoke with you on 5/14/2024 with a follow up email. Thank you for using TaxAct.Initial Complaint
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I was charged $49.95 for tax filing and my 2023 taxes were never filed by them.Business response
04/29/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Initial Complaint
04/26/2024
- Complaint Type:
- Order Issues
- Status:
- Resolved
I had issues with the website on April 15, 2024 it was going in and out. I inputted several corrections to my K1s and saved them. It was not apparent till after filing, after the tax deadline that the changes did not actually get saved into the software even though it said saved. The difference will cost me at several thousands of dollars. I called the customer service they acknowledge that their system was acting up on the final day taxes were due they said they would refund what I paid as a courtesy. They still have not refunded me.Business response
04/29/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folderCustomer response
04/29/2024
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.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I logged onto TaxAct to file my taxes. I am a full time employee with a W2 which they confirmed with integration, which was one of the first steps after providing contact information. Besides the W2, I only have one financial institution to download information. This would have been an ideal time to inform me that TaxAct was going to force me to file as self employed and pay an additional $99 because of my dividends and interest. Instead they wait till the end after I refuse the other attempts at extra revenue. At the end, they give me two options file as self employed or dont file at all. Since it is April 15, I feel like my hands are tied so I select self employed. Since I am not self employed and I feel that the *** will flag this, I purchase the audit protection that I previously decline for $49. To me, this is completely unethical and I cant imagine how many other individuals this group has scammed. If this complaint is not taken seriously, I will be filing a complaint with the ************* of ********** I have purposely kept things simple with one employer, one financial institution besides my home mortgage at ****************. In my mind this is stealing and if large enough, I believe they should be prevented from doing business in *******. Besides the billing adjustment that was requested below, I think they need to stop these unethical practices. Its just not fair, especially for struggling people.Business response
04/19/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Customer response
04/22/2024
Complaint: 21580094
I am rejecting this response because:As I mentioned in my response to Taxacts email, they charged me for the most expensive option of self employed even though I am not self employed and have only earned income from my job at ********** Blue Shield. I have one W2, one Mortgage interest and one investment account. I asked them if self employed was the only consumer level product that allowed for regular dividends, which they declined to respond to me. I highly doubt that because receiving a dividend from a company like **** of America is not self employed
The second part of the complaint is deceiving the consumer. Taxact had the opportunity in the third step of downloading financial information to flag the return service, and tell me that I would required to file as self employed. Instead they have me fill out all my information to include bank data and only mention at the very last step. Its very simple to understand why because it statistically increases their revenue, but done through an unethical way.
I would still like to know if the only consumer product from Taxact for individuals to include their investment account at a company like Fidelity is only from the self employed product when a dividend is received. Also, I have purposely made my returns easy and only agreed to audit protection because they required me to file as self employed.
I appreciate the BBB support and hope this complaint goes beyond myself and requires this company to change the way the mislead consumers.
*******************;
Sincerely,
*******************Business response
04/24/2024
To ensure that TaxAct is addressing all of your concerns, we will have a representative give you a call within three business days to the phone number within your account. We appreciate your patience.Initial Complaint
04/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
In December, TaxAct sent an email about a "Cyber Week" discount for filing taxes (received November 24, 2023). The advertised rate for the Premier filing service was $34.99 and with the discount, it would be $26.24. I signed up for this offer and received a confirmation email on December 4, 2023 telling me that my rate is confirmed and giving me an option to start working on my taxes. When I went through the tax filing process and went to file on April 14, 2024, I was told that the base rate for the tax filing was $79.99 and that my discounted rate is $59.99. The state return was separately billed at $59.99. I called TaxAct to have my rate corrected. When I spoke with the representative, she confirmed that she saw the $26.24 for federal filing and a discounted rate for the state filing on her end. She was not sure why I was not seeing those discounted rates on my end. She contacted her supervisor/co-worker for clarification. It was taking some time, so she offered to provide me a rebate for the difference in price if I was still being charged the higher rate. However, just before we moved forward with that, she received a response from her supervisor/co-worker that she should not give me the original rate discount. The representative was told that the rate I confirmed in December 2023 would only be valid if I had paid for the services at that time or filed my taxes then. It would be impossible to file my taxes for 2023 in December 2023 because the year was not over and I had not received any tax forms. When I logged into TaxAct in December 2023 to start my filing, I was not given the option to pay. The representative I spoke to agreed that what her supervisor/co-worker was telling her did not make sense, but she was also not able to give me the discounted price that I had confirmed in December and that she was seeing on her screen.Business response
04/17/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Initial Complaint
04/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I am a very loyal customer with ********************** and would like a refund of my $42.39. My daughter is a student and we were filing her taxes on Taxact. Her summer employment job took DC taxes out of her paycheck instead of MD taxes. I then found out while on tax act that we couldnt submit the **40B form online and it needed to be mailed in, which I thought was some other type of form. I couldnt view the form until I made a payment. I really feel defeated because this was a simple form that I could have filled out myself. If Id know that I didnt need to use tax act for this service I wouldnt have. They didnt even file the taxes for me, I had to mail it in. I can see a validated charge if they had submitted it electronically for me!! I called the customer service number and the representative told me that she understood my issue but was told that she could not refund me. This situation really makes me not want to use tax act services ever again! Ive been using tax act for the last 15 years (maybe longer) but Im considering going with another company next year due to this. I really feel bad that there was nothing that could be done for me as a courtesy being that I am a long time LOYAL customer. Again, I feel defeated.Business response
04/12/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Customer response
04/16/2024
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
04/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received an email in December 2023 offering a 50% discount if I started my return before December 22, 2023. The email states I didnt have to pay until I filed. Now the price is $167.99 and Im being told by customer service that they can see that I signed up for the discount but I was not locked on the price until I filed. The email I received specifically states I did not have to pay until I filed. Ive been a customer for 7 years and Ive always paid when I filed. This is a blatant scam and should be illegal. Its unfortunate that Tax Act treats a customer this way. They just flippantly state that the price has increased and Im not locked into the lower price and theres nothing they can do.Business response
04/08/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Initial Complaint
04/05/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
There was a security issue with my ********************************** email. Someone set up a fake taxact.com account under the name "*****" using my email. This account is fraudulent and taxact needs to close/delete the account.Astoundingly, I have called taxact dozens of times and no one can help me. I am getting dozens of emails for a fraudulent account.Stop emailing me.Business response
04/08/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.Initial Complaint
03/27/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I bought the program to file my small S Corp and personal taxes after my accountant suddenly passed away, but I found it to offer no real assistance other than being a glorified PDF fillable form. There are no explanations of what things are as you go through the process, and even worse you can't find where the program is guiding you on the actual IRS form (does not cite the line item the program is referencing). Even worse, when you call in for support, they cannot help with basic things and when you request a callback from a manager, they never call you back :( It is sad this product is allowed on the market.Business response
04/01/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
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Customer Complaints Summary
126 total complaints in the last 3 years.
32 complaints closed in the last 12 months.