Complaints

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• Initial Complaint

  Date:05/24/2022

  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.

  On 04/08/2022, I paid Pennywise Tax & Accounting to file my federal tax returns for 2018, 2019, 2020 and 2021. Each year resulted in a refund - 2018 amount being $1937. Because of *** regulations, the 2018 return needed to be filed by 04/18/2022 or I would be ineligible for the refund. On 04/20/2022, I received the refunds for 2019-2021; however, the 2018 amount never came. I contacted the *** and was informed that the 2018 return was never filed and that although I would not be penalized for non-filing, I would also not be eligible for the refund. I have attempted to contact ************************* and Pennywise several times by both email and telephone. They have never answered my messages. I am beyond upset and need ************************* to make good on this. If she did file the 2018 return, she needs to provide proof to the *** so I may get my refund. If she failed to file the return, Pennywise needs to pay me the refund amount of $1937 that their failure cost me.

  

  Business Response

  Date: 05/25/2022

  I am ****.  I took this client in the middle of my busiest time of the year...so I remember the multiple years very clearly.  First of all....I have not had any days off since tax season & there have been no phone calls or emails.  Not one! This is the first I'm hearing this complaint.  Before we started, I told her she's pushing the limits & possibly may not get the refund on the 2018 return because of the 3 year statute of limitations.  She said she understood, but wanted to file all years anyways.  I was also very clear in my instructions that SHE had to mail her 2018 return because I was not able to efile a return that late...I even attempted to efile while she was there & showed her the *** reject.  I carefully went over the instructions (which I am also attaching) with the deadline to mail & the address.  If the *** says they did not receive it, it is very possible that they lost it.  It happens. That is also why the instructions say to mail certified return receipt for proof of timely filing.  I hope she did this. I am actually quite amazed at the gall to ask for a refund of what the *** refund was....this is just silliness.

  Customer Answer

  Date: 05/25/2022

   
  Complaint: 17250019
  
  I am rejecting this response:  I NEVER received the instruction that is included here. I do remember her telling me she didnt think it could be e-filed and she turned her screen to show me. She also had to shut down and restart her computer and indicated her software was having a problem. After she restarted her computer she continued preparing the return. In the end I received documentation from her that stated the return would and had been e-filed. I included that documentation with my complaint. The packet I received from her before leaving the office is stapled into a folder and has not been altered. There is NOTHING included in that packet that looks like the instruction sheet she provided here. That is because I never received that instruction. Why would I have to mail a return that she told me she would handle and had given me a packet showing she had completed filing it? And why is she providing a copy of something I never received at the time of service? Again - I never received instruction that it was my responsibility to actually mail the return - in fact, I received a receipt and paperwork that states the opposite. She would handle the actual filing of the return. I am stunned that she would fabricate a document after the fact that was not given to me at the time of our appointment. Her response that I have gall is completely unprofessional and providing a copy of a document I clearly never received from her is beyond that. No wonder she never returned my subsequent requests for contact regarding this issue. 
  
  Sincerely,

  
  
  *******************************