ComplaintsforMary Hatfield Oliva Tax & Bookkeeping Service

• Initial Complaint

  08/25/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In February 2021, I paid this company $165 to file my amended 2019 tax return. They claim that they did so, however the put the wrong routing number on the form, and I have not received my tax refund because of this. I have spoke with them 4 or 5 times about this issue, but they still haven’t resolved it. They gave me a phone number to call at IRS, but I can’t get through. They should be calling in my behalf. They also told me they were sending me documents via USPS about my issue, but I haven’t received any. They made an error which caused me to not get my tax refund, and they’re unwilling to remedy the situation.

  Business response

  08/30/2021

  We received notice on July 6th that her 2019 return was rejected by IRS. The rejection code was related to the taxpayer filing a "simple return," which was offered for the first time in 2019 for taxpayers to receive stimulus payments. These returns were to be filed by taxpayers who were not otherwise required to file a tax return. This taxpayer WAS required to file a full tax return for 2019. When we filed the return for this client we were not informed that she had previously sent in the simple return. Had we been informed of that we would have known to have the taxpayer mail in her return instead of filing it electronically as the IRS only accepts one electronically submitted transaction per taxpayer per tax year.

  
  When we received notice on July 6th that the 2019 tax return had been rejected, we advised that she would have to pick up a copy of her return & mail it to the IRS. She did not call back until July 27th & I advised her she would need to mail her return- she said we were supposed to mail it for her. That is not our practice, as the return being mailed is to be signed by the taxpayer before being mailed to the IRS.

  
  I apologize for the miscommunication the client received regarding this situation & will work to get this resolved for her. I will continue trying to reach her & I will advise her of this as soon as she answers or returns my call.

  
  I am very proud of the business my mother Mary Hatfield Oliva started 25 years ago & always aim to please. It upsets me that this was reported to you & will do whatever it takes to make the client happy, as we have for the past 25 years for all clients.

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