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Complaint Details
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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.
Initial Complaint
04/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I filed my Federal and State taxes with Free Tax USA on 02/10/2024. My direct deposit banking information was entered correctly before I submitted it to e-file. After I submitted my tax form and it was accepted by the ************************* I notice that my direct deposit banking was incorrect for 2 of 4 the states I file (1) ******* and (2) ******* on 02/17/2024. I contact Free Tax USA to inquire about the incorrect information on my banking information. I sent it to their support department to notify them of the issue and the problem. In addition, I contact the two states that was affected by the incorrect information. Both stated that the deposit should be rejected and sent back to me by mail. Well that didnt happened what did happen was Indiana sent a check to ************ TPG Group and Free Tax USA took their fees out of the $112.00 from ******* leaving with $27.00 was supposed to sent the remainder to me, but they didnt and Georgia $1300.00 did the same without taking dues out. On 4/8/2024, I contact Free Tax USA and spoke to an agent who lied and said my refund was sent to them on 2/21/2024 for ******* and 2/23/2024 for ******* this was not true since I had already spoken to both states during the time and it was still in process. So, I ask about the Cashier Check that I should get and he refused to ask answer the question. I also question how my banking information got changed when my Michigan state refund banking information was correct and I received the refund he avoided responding. The response I got from the customer support provided information to a link to a webpage regarding delays no additional information. However, the agent did provide information for a banking tracking number to use for verification of deposit. My bank never receive any deposit. So, I would like to file a fraud case against Free Tax USA and investigation for fraud.Business response
04/23/2024
We have reached out to the customer to try to resolve the issueInitial Complaint
04/13/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I filed my Federal and State taxes with Free Tax USA on 02/10/2024. My direct deposit banking information was entered correctly before I submitted it to e-file. After I submitted my tax form and it was accepted by the ************************* I notice that my direct deposit banking was incorrect for 2 of 4 the states I file (1) ******* and (2) ******* on 02/17/2024. I contact Free Tax USA to inquire about the incorrect information on my banking information. I sent it to their support department to notify them of the issue and the problem. In addition, I contact the two states that was affected by the incorrect information. Both stated that the deposit should be rejected and sent back to me by ********** that didnt happened what did happen was ******* sent a check to ************ TPG Group and Free Tax USA took their fees out and was supposed to sent the remainder to me, but they didnt and Georgia did the same without taking dues out. Due to the fact I did not owe any fees I still did not get the refund. On 4/8/2024, I contact Free Tax USA and spoke to an agent who lied and said my refund was sent to them on 2/21/2024 for ******* and 2/23/2024 for Georgia this was not true. So, I ask about the Cashier Check that I should get and he refused to ask answer the question. I also question how my banking information got changed when my ******** state refund banking information was correct and I received the refund he avoided responding. The response I got from the customer support provided information to a link to a webpage regarding delays no additional information. However, the agent did provide information for a banking tracking number to use for verification of deposit. My bank never receive any deposit. So, I would like file a fraud case against Free Tax USA and investigation for fraud.Business response
04/13/2024
To whom it may concern,
We have reached out to the customer help them understand the issue and provided tracking information should they need to reach out to the bank and trace the deposits.
Initial Complaint
04/09/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
When it works, it is a good product. When it hangs (cycles on the same questions), then in does not provide the stated service and it locks all information that was entered. And there is no phone or chat service to resolve problems. Do not depend upon this software service.Business response
04/10/2024
To whom it may concern,
We are a self preparation tax filing company and do all we can to assist our customer along the way with questions and alerts when we think that there might be an issue prior to submitting their tax return.
In this case the customer reached out to us 4 times asking for help getting past some of these alerts to be able to file their tax return.
According to our records the customers tax return has now been filed with both the *** and State.
If there are further questions that we can answer we are always willing to help.
Regards,
FreeTaxUSA Customer Support
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Get a QuoteCustomer Complaints Summary
73 total complaints in the last 3 years.
40 complaints closed in the last 12 months.