Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  FreetaxUSA advertises itself as having accurate tax preparation software, but the calculations contain an error they admitted to me. I am requesting they fix their software or provide documentation on their website and software that they cannot calculate this issue correctly. The problem is that the IRS limits the deduction for charitable contributions of capital gain property to 30% of AGI. FreetaxUSA uses the incorrect general limit of 50% of AGI. All the information needed to calculate the deduction for this year and carry forward deduction for next year is container in the inputs.

  

  Business Response

  Date: 04/08/2025

  To whom it may concern,

  As a Tax Software company we try to make available as many of the complex tax situations as possible, but there are things that we do not support at this time.  Each year we try to increase the few fringe cases and make them available to our customers.

  This happens to be one of those situations that we currently do not support.  We have taken this feedback and passed it on to our development teams so that can add it to the prioritization of future enhancements.

  We apologize for the inconvenience this may cause.

  FreeTaxUSA

  Customer Answer

  Date: 04/08/2025

  
  Complaint: ********
  
  I am rejecting this response because the 30% agi rule for capital gains is not some fringe issue that would be difficult to implement. This is a known and simple bug. The software should at a minimum warn the user that the chartible deduction may be wrong if over 30% of agi.

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've reached out to Freetaxusa about me not being able to login my account because the phone and email that was used isn't mine so I wanted to update my info! They do not have a phone number nor chat service to fix the issue so once you're locked out of your account you are screwed. Anyway let's move forward! I contacted their support email [email protected] and explained to them that I can't access my account with proof of my forms I filed my routing and account number the exact dollar amount from both federal and state just for them to tell my they can't help me at all. Moving forward, I told them since i can't get back in my account where's my indiana state refund in the amount of $1751.00 which was approved and sent out to my bank 2/19/2025. Today is 2/25/2025 which is pass due! I contacted my bank on this issue and they agreed that my funds should have been made available by now. Freetaxusa disregarded my complaint, issue and concerns about my funds via their email support just to say I need to login. They stated they will take their fees out of which ever comes first in the fine print and send the rest out to my bank! So my issue is since I can't login, someone could have stole my info and changed everything I don't know but I have everything proving I am who I am with social security my id all info to prove I'm myself but they refuse to help me. I feel like they stole my money and I'm seeking to handle this in a legal manner because they are truly unprofessional and don't work as hard to figure out the issues to help their customers. Normally I use TurboTax and I never had this issue with them never! I only used freetaxusa because I couldn't afford the amount that TurboTax wanted this tax year. How to I file a lawsuit on freetaxusa because they are the worst company I've ever dealt with and this is my first time using them. I've attached my info and the services from freetaxusa, and my bank replies. And also my state approval of my funds.

  

  Business Response

  Date: 02/25/2025

  To whom it may concern,

  
  We take the security of our customers personal information very serious and cannot change both email and phone numbers on an account without proper verification.  

  We want to reassure our customers that FreeTaxUSA does not receive the tax refunds from the IRS.  We have reached out to our banking partner and they show that the IRS has processed the tax return and released the funds to the bank with an Effective Date of 02/26/2025.

  We expect that those funds will arrive in the customers account tomorrow.

  Regards,

  FreeTaxUSA Customer Support

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company don't answer emails correctly and has no working number. This company need a working number that they can receive calls to keep doing business.

  

  Business Response

  Date: 03/13/2025

  To whom it may concern,

  We are always concerned when one of our customers had a negative experience when dealing with our support organization.  In this case the customer is correct, we do not have a telephone number for customer support as we provide free email support and online chat.

  In this instance we do see a support issue that was created on Feb 2nd and after several back and forth comments between the customer and our support organization, the issue was escalated to one of our managers on February 11th.  Looking at the original request, it appears that after that escalation and suggestions made by the manager, the customer was able to successfully login to their account and proceed with filing their tax return should they decide to do so.

  We are very security minded when it comes to our customers personal information and cannot change account information because we received an email asking us to do so.

   

  Regards,

  FreeTaxUSA Customer Support

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I COMPLETED MY TAXES ON THEIR WEBSITE BUT THEY REFUSED TO SUBMIT THEM TO THE IRS AND OHIO TREASURER. I WAS CHARGED $14.99 FOR NOTHING. Order Details Customer Name - Joseph Bialek Customer Number - ***************  Order Number - *******  Order Date - 02/06/2025 Payment Method - credit card ending in 2944 Tax Year - 2024 Items in Your Order 1 Federal Return Free 1 Ohio State Return $14.99 Total $14.99

  

  Business Response

  Date: 02/25/2025

  To whom it may concern,

  We are grateful for the feedback from our customers in regard to their experience filing their taxes.  We know there are some situations that force the necessity of mailing tax returns instead of electronically filing them, and this tax return unfortunately was one of those cases.

  FreeTaxUSA does not charge for the preparation, electronic filing or mailing of a federal tax return and charges a nominal fee for the preparation of a state tax return.

  In this particular instance the customer was given an alert telling them that they could not electronically eFile their federal tax return with an explanation as to what prevented them from doing so.

  Because their federal tax return had to be mailed, FreeTaxUSA does not allow the state to be electronically filed and therefore it too needed to mailed.

  We provided the customer with instructions on how to print and where to mail both the federal and state returns.

  We know this can be frustrating when a customer cannot electronically file their tax return and we do all we can to help remedy those rare situations but at times it is unavoidable.

  Again, the fee that we charge, for the state tax return, is for the preparation and not an electronic filing fee.

  Regards,

  FreeTaxUSA Customer Support 

   

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 01/28/2025

  To whom it may concern,
  
  We have reached out to the customer to address the issue.
  
  Regards,
  Customer Support

  Customer Answer

  Date: 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

  Date:01/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Free Tax USA does not tell you that you have to enter through the *** site and set up a new account to get free state tax filing. I used this last year and apparently, they gave me a full account which charges ***** for state. I am retired, taxes are simple. No reason for me to pay this extra charge. I had to email support for them to tell me the above information. The site will not allow you to set up a new account with the same email address, so you have to use another. I did set up a new account, but I don't understand why these "trusted Partners" of the *** do not tell you on their site up front. I had this same problem with Turbo Tax before. You had to dig through their site to find free filing. If these companies want money, why put their names on the *** site at all. Hopefully, my state will be on Direct File with the *** next year. This is the same nonsense that the companies hope will make them a few extra bucks.

  

  Business Response

  Date: 02/06/2025

  To whom it may concern,

  We want to thank you for your business and apologize for any issues and frustration you have experienced trying to file your taxes this year.

  We try to be as transparent as possible when it comes to filing your taxes.

  In regards to last year tax account it was created using our commercial site.  When logging into that account this year it would continue to be a commercial account which is the reason you needed to create a new account to file under the *** FreeFile Program.

  We can see that you were able to create a FreeFile account this year, and should you choose to continue to use our service next year, if you login with the account you just created, it will continue to be a FreeFile account from that point forward.

  We will take the feedback from your experience and try to improve our processes in the future.

  Regards,

  FreeTaxUSA Customer Support

   

  Customer Answer

  Date: 02/06/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:11/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 11/20/2024

  We have reached out to the customer directly to provide further assistance in recovering the customer's refund.

• Initial Complaint

  Date:09/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 09/10/2024

  We have reached out to the customer directly to resolve this issue.

  

  Business Response

  Date: 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 Answer

  Date: 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 Wells

• Initial Complaint

  Date:07/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is charging me 4 products never received and plus i can't help my client to get their 2017 and 2018 done

  

  Business Response

  Date: 08/09/2024

  We have reached out to the customer to help better understand and resolve the issue.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 22052680
  
  I am rejecting this response because: no more further contact okay
  
  Sincerely,
  
  *************************************