ComplaintsforOn-Line Taxes, Inc.

• Initial Complaint

  04/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  For the 2023 tax season, I completed a tax return via OLT and an amended return on that same day after noting an error. I never received any notification from OLT about any issues or lack of progression. After submitting my 2023 taxes through a different tax preparer, I received a notification there that there might be an issue with my 2022 tax return. Imagine my dismay and incredulousness to see that the 2022 amended tax return I filed on OLT LAST YEAR still says "I Process". I called the IRS today and was noticed that they NEVER received my amended return despite the OLT website stating that it is in process for 366 days thus far. I contacted OLT and they attempted to deflect and absolve themselves of any responsibility despite the issue arising from their lack of transference of my return to the IRS. Do not utilise this service! It's not worth your peace of mind.

  Business response

  04/19/2024

  Hello,

  We are sorry that you had a problem filing your amended return. I did speak to the department manager and it appears that you filed an original return that was accepted and then proceeded to file an amended return but did not complete the process for filing the amended return.

  You can return to the site to finish the return or any refund can be processed for your troubles.

  Once again, I'm very sorry for any inconvenience the software caused.

  Thank you for reaching out.

  OLT

• Initial Complaint

  03/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my 2020 and 2021 tax returns with OLT free file since I qualified. They have rejected my taxes for 2021 based on 2020 filing information that was approved by the IRS. It's difficult to explain, but OLT is basically incorrectly rejecting my taxes. There is a flaw in their software and they have not responded to my dozens, upon dozens of email requests for assistance. I've also tried to contact the IRS to fix this, and we all know that department of the government is nonfunctioning. They haven't ever been able to reach me as well. This has resulted in an over $3,000 charge from the IRS since they believe I own them taxes, when it is truly the opposite. I am owed around $3k in past due taxes. DO NOT USE THE OLT SYSTEM. IT IS FRAUDULENT or INCAPABLE OF COMPLETING FREE FILE TAXES.

  Business response

  03/06/2023

  Hello,

  I checked with our Customer Service Manager about your situation. As per your conversations with customer service management on 3/5, OLT was not rejecting the return, the rejection is directly from the IRS. In order to avoid the IRS believing you owe; you only need to print the return and mail it to the IRS so they will have your correct and accurate filing.  E-File for tax year 2021 is not possible at this point.   This is not something OLT can do on your behalf as you must sign the return and send copies of income statements.  We are truly sorry for your trouble, but we can only transmit the data as entered.  We can’t control the IRS rejections or issues in their database regarding prior year AGI. Thank you,  On-Line Taxes, Inc.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  awful site. i cant even log into my account anymore. ive told them so many times i cant receive a verification code text or email. beyond stupid. now the irs is saying i didnt file last year. dam wat a scam. ive filed every year

  Business response

  02/03/2023

  We are sorry to hear you are having difficulty accessing your account.  We could not find any customer service inquiries matching the email address you provided.  I’m quite sure we can help you access the account.  Please contact customer service at *****************************************

  Thank you, 

  On-Line Taxes, Inc.

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Privacy concerns and misleading information on website. I submitted for 2021 fed and state extensions through OLT in 4/2022. OLT confirmed the account activity on that date. While the website and company confirmed the forms were filled out, they claim I did not submit them. When looking at my summary of my 2021 tax return, you can see the forms were filled out, though they were either "not transmitted," or transmitted in September, when I filed my taxes. The software did not actually transmit the extensions until the entire return was filed, which makes no sense for an extension form. My guess is the sequential software doesn't allow you to transmit a single form until you transmit the entire return. The extensions were never received or received late, resulting in a penalty fine with interest from the IRS. I filled out a support ticket and called the company's main number and explained the general situation (no names, numbers, or account information). Agent responded "Oh yes I think I have your ticket up, are you [first name last name]?" Without any identification other than my response of "yes," the agent immediately began going over my account details, payments, and dates. The fact that they volunteered my name and information after being given a very common scenario over the phone with no identity confirmation is troubling, on top of the fact that they assumed no responsibility for the subpar website service. The poor protection of private information of clients is very troublesome, as well as the extremely lacking accountability in customer service. In short, the website is at best misleading, at worst flawed. According the IRS website, federal extensions require submission of form **** (and corresponding state forms), NOT that you file an entire incomplete return with missing information. If filling out and submitting the form does not transmit it, there needs to be specific instructions stating a non-standard or illogical procedure.

  Business response

  11/14/2022

  Hello,

  I have spoken with our Customer Service Manager about the situation.

  We are sorry to hear of your concerns and troubles with getting your extension and return filed.
  
  The software process is designed so that the **** can be submitted without submitting the full return itself.  They are two distinct processes.  The problem is that the process just was not finished to actually go through the steps of submitting the return.  We have a progress indicator at the top of the screen to try to assist in making sure taxpayers do not stop before the end of the process.  You have to explicitly go through the steps, to the very end of the process in order for the submission to take place.  We can’t assume at any point that your returns are correct, complete, and ready to be sent until this is done.
  
  The customer service agent you spoke to, as you mentioned, was working on a response to you at the time you called.  Our phone systems have caller ID and showed your name and phone number, so there was a cross reference, as well as verbal confirmation to you on the phone in regard to who she was speaking with.  We will, however, reinforce to make sure that even in situations where it seems quite certain who we are speaking with, we ask for further verifying details before proceeding.   
  
  The timely filing of the return and payment due is the responsibility of the taxpayer.  Even if the return is submitted, the taxpayer must ensure that the returns are accepted and that the payment correctly gets processed.  As a software company, we simply pass the details to the IRS once you explicitly choose to transmit your return.  We do not have any direct knowledge or confirmation that the IRS processes the withdrawal.  Once a return is submitted for efile you will always receive an email from us confirming acceptance or rejection.  If no email is received, the taxpayer should log back in to confirm the status.  As you saw when you logged back on in September, you were still in the return process, fully able to edit the return still.  At that time you did then save through the rest of the process to explicitly submit it for efile. 

  Please let us know if we can be of further assistance.

  Thank you,

  ****

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my return last year and federal was accepted..but state wasnt.I asked the business to help me at that point. after deadline ..nobody would reply to me to contiue the return.. I am trying to get help now...i am getting the run around. now i have to try to send last year and this year. they dont give detail information on how to fix this.

  Business response

  04/11/2022

  Hello,

   

  I'm sorry that you had trouble filing your 2020 income tax return. I did reach out to our Customer Service manager who indicated that the return will have to be paper filed at this point because e-filing is closed for 2020 tax returns. She also said that this information was sent to you as a follow up. It looks like we responded to all of your original tickets in a timely matter. Your return was rejected because you did not enter the IPPIN. You will have to print the forms and mail them in for 2020.

   

  Please let us know if we can be of any further assistance.

  ****

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2020 tax returns were filed with OLT. After the IRS processed the electronically submitted data a single line item was transmitted incorrectly. This error propagated throughout the tax filing and resulted in an assessment of tax due with penalties and interest. I am left in a predicament where my 1040, as provided by OLT, and is produced from the data I input in their software (which also matches my personal accounting), disagrees with the official "as filed" 1040 the IRS has in their system. The IRS version is populated from the electronically submitted data. This value disagrees in a peculiar way, and I spent time tracking down my believed source of the error. The following exchange with OLT has occurred: Ticket ID ******** (02/07/2022) Category: Letter Received from IRS/State Priority: N/A Subject: 1040 Schedule C Question-Please provide detailed information, so that we can respond accurately. The IRS has provided me with an "as filed" copy of my Schedule C from 2020 and the value they have entered in line 6 "other income" is not the value that I filed with OLT. I need assistance in this matter. ___ I was given this response: Yes, there was an error in our system where the incorrect value was sent for other income from your schedule C. This occurred due to an IRS workaround for a system problem they were having, but was applied in some cases where it should not have been. The other income value sent was the total of your cost of goods sold, plus other income. In order to correct the issue, the easiest thing to do is to file an amended 2020 return. You can start this from within your account. Go to 2020 and you will see a link under the federal summary. Click on the link to start an amended return. when asked if the IRS adjusted the original return answer yes. ___ I am not convinced that filing yet another tax document with this company is the solution to this internal software problem.

  Business response

  02/11/2022

  Hello,

  I'm sorry to hear that you are having issues with OLT.com. I reached out to the Customer Service manager and they indicated that she offered in an email response on 2/10/22 to help prepare the amended return for you if you will provide the IRS letter showing the adjustments that were made. We have not received a response to that request yet.
  
  We have worked with several customers in this situation and have found that the quickest and easiest resolution is to file the amended return as the manager is suggesting.  Once the amended return is filed and processed with the IRS all penalties and interest being assessed would be gone.
  
  Thank you for contacting OLT.

  ****

• Initial Complaint

  01/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just received notice from the IRS that there was an error in my 2019 Tax Return resulting in my owing $3735 in taxes plus $171 in interest for a total of $3906. The free OLT software seriously miscalculated the taxable portion of both my IRS distribution and my Social Security income. I took the OLT calculations without questions and now am going to pay for that assumption with money I can ill-afford. I attempted to contact OLT to get their reaction to this problem but it appears that you can reach an actual person only if you purchased the paid product.

  Business response

  01/10/2022

  Hello,

  I am sorry to hear of your complaint. I spoke with the Customer Service Manager about your complaint.

  The most recent inquiry to customer service we are able to locate from you is from April of 2020.  We are able to help you with this request, whether you used a paid product or not, by contacting us via our ticket/email system.  The link to submit a request is on our homepage under Customer Service-E-Mail.
  
  We are sorry to hear that you received a letter. If you would like us to review it for you please fax it to ************. An administrator will then review the letter and your return and let you know the findings.
  
  Our policy is as follows: *******************************************

  Thank you for contacting On-Line Taxes.

  ****

   

   

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