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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
01/27/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the deluxe pro which advertised priority support, love chat, unlimited amended returns, phone support, live screen share and basically help. I was able to chat with online help, and was not satisfied, I needed help amending my tax and was told to mail it in and that was a slower process. I said no I wanted to file electronically. NO Live screen help, no phone support no nothing that was advertised. The representative told me she was sad that I felt like wasn't being heard. I didn't pay 50 bucks for sympathy I want my money back. That ad was a lie
Business response
01/28/2025
To whom it may concern,
We have reached out to the customer to address the issue.
Regards,
Customer SupportCustomer response
01/30/2025
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. They have agreed to refund my money.
Sincerely,
******* ****Initial Complaint
11/24/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I changed my emails and deleted my phone number on the free tax USA website due to it being hacked by my Abusive ex husband. I was informed to do this by a police officer. My ex husband was told by the courts to get his own tax account. Free tax USA allowed my ex to add back both of my personal emails and my phone number and change my password without my permission. He is also using my social security number without my permission. He was told in 2022-2024 to get his own account and not to file jointly married taxes. I informed this irresponsible company of this. I want my ex to leave my info alone. They continue to allow him to use emails with my name clearly on the email.Business response
12/19/2024
To whom it may concern,
We do all we can to protect the privacy and information of our customers and in this case it's hard for us to know if the person logging into the account is the person who has been asked to not login or the person who legally has rights to the account since they both accessed it prior.
We have reached out to this customer with suggestions on how to secure their account by changing information on the account that would only be known by the owner such as:
Username
Password
email address
and enabling 2 factor authentication for security.
Customer response
12/19/2024
Complaint: ********
I am rejecting this response because:I made this business aware that I changed the email and password and that the other person still hacked into the account although court ordered to get his own account. I also asked them to remove my phone number and I removed it and the other person was allowed to add it back to the account without my permission. I did all that was asked of me by the company and fraud is still happening.
Sincerely,
******* ***** ********Initial Complaint
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed my taxes thru Freetaxusa on April 14 2024 My refund was deposited on May 1, 2024 I contacted Freetaxusa and was told my bank account information was entered incorrectly by the software and caused a delay in processing. I was told it would take 12 weeks for ***** to return the funds to the *** and a check to be issued. I contacted ***** on November 15th and was told that they money was still in the ************** and would take 12 weeks to go back to the ***. I had also contacted the *** and Freetaxusa and the *** completed a trace verifying deposit made to Green dot bank. But then I received a response from Freetaxusa stating that a check was issued to my mailing address which I never received. So I requested a cancellation of check and a reissue of check and received no response back.Business response
11/20/2024
We have reached out to the customer directly to provide further assistance in recovering the customer's refund.Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I filed my taxes with TaxHawk via their FreeTaxUSA website March 12 of 2024. They used a company called TPG without informing me and now my refund is lost. FreeTaxUSA only informed me of TPG after I contacted them to see why my refund is still missing after SoFi bank denied it being deposited since the deposit was miscoded. TPG claimed they couldn't deposit the money so they returned it to the IRS. The IRS did a tracker and here as of Sept 5 of 2024 the IRS still hasn't received my refund as returned. TPG and FreeTaxUsa stole my money and I want it back.Business response
09/10/2024
We have reached out to the customer directly to resolve this issue.Business response
09/12/2024
We have reached out to this customer multiple times to remedy this situation, but the customer is not satisfied with our response: namely the customer has been provided with the information to contact the Taxpayer Advocate Service which, as stated on their website (*************************************), "is an independent organization within the IRS and is your voice at the IRS.". This department assists taxpayers in locating and receiving their refund.
We have also requested that Santa Barbara Tax Products Group contact the customer directly to confirm that they returned the customer's refund to the IRS.Customer response
09/12/2024
Complaint: 22245798
I am rejecting this response because: the company keeps giving me numbers to call but when I call them these companies are telling me they don't actually work for the IRS but instead with the IRS.
Sincerely,
Patrick WellsInitial Complaint
07/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
This company is charging me 4 products never received and plus i can't help my client to get their 2017 and 2018 doneBusiness response
08/09/2024
We have reached out to the customer to help better understand and resolve the issue.Customer response
08/12/2024
Complaint: 22052680
I am rejecting this response because: no more further contact okay
Sincerely,
*************************************Initial Complaint
07/09/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My name is ***********************************. I just wanted you all to know that I filed my taxes with this group called FreetaxUSA. It was my first time ever using it. I actually did my taxes over the phone with their application, I gave them all the information concerning my taxes and I paid them *****. So because of I was going to get my money mailed to me, I also had to mail my taxes to the department of the treasury, internal revenue service, and the ******************* of revenue. It seems that the department of the treasury internal revenue services continue to bring me back my information saying that I didnt sign the forms correctly. Im having a big problem with them as well, but no one has said anything about giving me my money back. if you look at their reviews, youll find a lot of five star reviews but if you push ratings on the review and push one, you will find a lot of people are complaining about the same thing as myself, and I have still not received my money to the this day. This is the first week of JulyBusiness response
07/09/2024
Hello,
We have messaged the customer directly and will continue to work with the customer to resolve this issue.
Sincerely,
TaxHawk ****************Initial Complaint
06/20/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Hello my name is ************************* and I'm filing a complaint against Freetaxusa abount my chid tax credit that wasn't posted to my account this month for the amount of $385.92 for **** i recieved my payment for ***** and may but not june I've spoke with DC ****** of *** Revenue and they said my money was taken out on the 5 of june but my money is still not posted in my account i need my moneyBusiness response
07/01/2024
Hello,
We have messaged the customer directly and will continue to work with the customer to resolve this issue.
Sincerely,
TaxHawk Customer Service
Initial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I used there service to amend my tax return THEIR PROGRAM malfunctioned and changed my income resulting in me having to file ANOTHER amended return I want my money since THEIR PROGRAM caused the mistake and I dont want to use it again.Business response
05/15/2024
To whom it may concern,
We believe we have addressed the issue with the customer
Regards,
FreeTaxUSA Customer Support
Customer response
05/15/2024
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
04/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I used freetaxusa to file my taxes. These people lost my from the original 1886 dollars. It's been 4 months since it was processed and I'm still waiting. I need to have these people looked into for fraud.Business response
05/07/2024
We sincerely apologize for the inconvenience this has caused the customer. TPG notified us that ********* was erroneously rejecting deposits due to an issue in SoFi's computer system. SoFi has remedied the situation. TPG should have already been in contact with this customer with the following information:
----
According to our records, you chose to pay for your tax preparation through a Refund Transfer (**) product. This means your tax preparation fees would be paid out of your tax refund instead of paying via credit card at the time of filing. The ** product is processed through a third-party payment processor, TPG. When TPG received your refund from the **** tax preparation fees were deducted, and the remainder of your refund was sent to the account at ********* you designated at the time of filing your taxes. You may reference the Disbursement Methods section 7 of your *********************** Agreement to confirm your submitted account information.
Unfortunately, your financial institution, *********, rejected the funds for your refund and declared your account an R17/ File Record Edit Criteria. According to laws that govern electronic payments this means that your refund must be returned directly to the **** Unfortunately, TPG cannot refuse to honor the instructions from ********* or intervene on your behalf. TPG is required to return your refund to the *** as **** has directed. TPG has no information or visibility into why ********* rejected your tax refund from the **** We can tell you that ********* is the only financial institution that has experienced this issue across all its account holders. If you have questions in that regard, you should contact *********.
Therefore, TPG has, or will, send the funds to the *** in the next available wire. The *** will provide TPG with an External Lead Number, and TPG will provide this number to you through [agency and/or email]. This *** External Lead Number is used by the Return Integrity Verification Operations (RIVO) department at the *** and will help you track the status of your refund. It is recommended that you allow the allotted time and contact the *** directly at ************ or go to www.irs.gov for further details or to seek assistance from a Taxpayer Advocate in your State.------
If this customer has never received a lead number from TPG we can help with that process if they reach out to us.
Regards,
FreeTaxUSA Customer Support
Initial Complaint
04/18/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I made a purchase from FreeTaxUSA on 4/17/24 for $22.96 and I authorized the payment to be withdrawn from my checking account. On 4/18/24, an additional $25.96 was withdrawn from my account without my permission. This business does not take phone calls. I would like my $25.96 refunded and any further withdrawals stopped.Business response
04/23/2024
We responded to the customer on 4/18/2024 explaining what the two charges were for. Both payments were initiated by the customer. We do not take payments without permission. Only the customer can click the Pay Now button to submit a payment.
Our records show that the customer purchased a 2023 California state tax return for $14.99 and then a printed copy of the tax return for $7.97 for a total of $22.96. The same day, the customer ordered and paid for a 2022 California state tax return for $17.99 and a printed copy of the tax return for $7.97 for a total of $25.96. The two charges would equal to $45.92.
The customer finalized the 2022 state tax return, so we let them know we could not offer a refund for that order. We told them if they do not plan to file the 2023 tax return, we could offer them a refund for that. But the customer did not reply and request a refund for the 2023 order.
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Get a QuoteCustomer Complaints Summary
75 total complaints in the last 3 years.
37 complaints closed in the last 12 months.
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