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:01/31/2024

  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.

  Tax software overlooked important information and my tax liability is higher than it should be. Return has already been accepted by IRS and corrections have to be made by amending return.

  

  Business Response

  Date: 02/01/2024

  Thank you for choosing
  FileYourTaxes.com and thank you for contacting us using the BBB service.  Thank you to the BBB for providing this forum
  for customers and businesses to communicate.
  
  We received your e-mail dated today, January 31 that you sent through our secure e-mail system. We will provide you
  a response to your question regarding your tax situation using our secure
  e-mail system.  To protect your privacy
  and comply with tax laws, we cannot discuss tax return related issues in this
  public forum.
  
  If you need to make a change to a filed
  tax return, the IRS requires that you file an amended tax return.  You can electronically file or paper file tax
  return our amendments. The FileYourTaxes.com system can electronically file
  amendments for tax returns that were filed by FileYourTaxes.com. 
  
  To file an amendment, please log
  into your account and select to work with your 2023 tax return filing.  This will bring you to our Navigation Page.  On the Navigation page click the option to
  edit your return.  The system will give
  you the option to begin your amendment. 
  At this time, there is no charge to prepare and e-file a tax return amendment.
  
  If there is anything further assistance
  we can provide, please reply to our response in our secure messaging tool.

• Initial Complaint

  Date:10/09/2023

  Type:Billing 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.

  Misleading information at checkout. The first option was for around $55 and mentioned basic filing of tax return plus extra unspecified protections. The second option was for $34.95 and said just tax return and standard protections. I clicked that, clicked to pay, and get a charge for $89.95. No where did it say that the filing fee was $55 and that the presented options were additional fees.
  
  I want the $34.95 refunded to me (last year's fee was $50 and I have no problem paying $55 this year).

  

  Business Response

  Date: 10/09/2023

  Thank you for choosing FileYourTaxes.com. We appreciate your repeat business.  Thank you to the BBB for offering this service where businesses and customers can communicate.

  We did receive your e-mail and voicemail you left for us yesterday, Sunday October 8 requesting a refund for Post
  Filing Services Membership that you paid for during checkout in error. Our offices are closed Sunday to allow our employees to spend time with their families.

  This morning, we
  responded to you over e-mail and we spoke to you over the phone.  As we explained over the phone and in e-mail, we have opened an support ticket to
  remove Post Filing Services Membership from your account and to refund the
  $34.95 that you paid for that product.  Due to the way refunds are processed by the credit card networks, even though we process the refund today, you may see it in your account for a week to 10 days.

  Thank you for your repeat business
  and we look forward to serving you again in the future.

  Thank you for choosing FileYourTaxes.com

• Initial Complaint

  Date:07/05/2023

  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 filed both my Illinois state and federal taxes on Feb 24 2023 and I was charged $40 for the state return but I have not received my refund and IDOR doesn't show that my state return was received.

  

  Business Response

  Date: 07/12/2023

  Thank you for taking the time to
  write to us, and thank you to the BBB for offering this forum for businesses
  and customers to interact.
  
  Our software is a do-it-yourself
  product that allows taxpayers to construct and file their tax returns to the
  IRS and state agencies.  The government
  allows taxpayers to file their tax returns electronically (e-file) or to print
  them, sign them, and mail them in.  FileYourTaxes.com
  does not require that taxpayers file electronically or file on paper, this is a
  choice the made by the taxpayer or required by the government.
  
  Once a customer makes payment for
  our services, our system gives you two choices. 
  The first choice is to print the tax return.  This is a fileable copy of the tax
  return.  The other choice is to e-file a
  tax return.  Since we deliver the service,
  providing the tax return that can be filed electronically or on paper immediately
  after the payment is submitted, we do not offer refunds for the fees paid.
  
  It appears that you did select the
  option to e-file the federal tax return, however you did not select the option
  to e-file the state tax return.  As a
  policy, we do not submit tax returns for customers because the customer must
  approve the tax return and be sure it is accurate before sending to the IRS or
  state.
  
  Since you did not click the option
  to e-file your Illinois return, if you did not submit the return to Illinois on
  paper, then they will not have received your tax return.
  
  When you contacted us at the end
  of April, we provided you instructions to submit your Illinois state tax
  return.  Since you already paid for the
  construction of the return, you can log into your account, and edit your tax
  return.  Once you get to the Summary
  page, check to make sure there are no errors in your return.  The State of Illinois has some special
  requirements for people filing tax returns, and if you have not completed those
  requirements our system will display am error message to you about how to add
  the information required by the state. 
  These requirements apply to all tax software companies and all taxpayers.  If you can not or do not wish to complete
  those requirements, you can always print your return, sign it, and mail it to
  the state.
  
  If your return has no errors, you
  can click the button that reads “Start Return Filing Process.”   Once you click that button, you will be given
  the option to print or electronically file your state return.
  
  Since you have already paid for
  the construction of your return there is no additional fee to print or
  electronically file your return.
  
  If you have any additional
  questions, please give us a call at ###-###-####. 
  
  Thank you for choosing
  FileYourTaxes.com

• Initial Complaint

  Date:04/19/2023

  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 was using the service of Fileyourtaxes.com. I used them last year and the year before. I finished my return and paid the fee. I have proof I paid the fee. The site will not allow me to print my return so I could mail it in, the site says the fee is non-refundable. I do not wish to be charged twice. But if I do pay the fee again. I want a refund for services not rendered.

  

  Business Response

  Date: 04/19/2023

  
  Thank you for choosing FileYourTaxes.com and giving us the
  opportunity to respond to your question. 
  Also thank you to the BBB for offering this service where businesses and
  customers can communicate.
  
  In reviewing your account the return you filed on April 18, 2023 is available to print.  The
  unfiled return copies were available for you to print before you submitted your
  return to the IRS.  Once you submit your
  return to the IRS for a brief period of time you can not print the return since
  we do not know to mark the return filed or unfiled.  Once the IRS responds to your submission, we
  make those forms available to print as filed copies.  This process is the same this year as it was
  in prior years.
  
  To print your return, you will need to return to our website,
  FileYourTaxes.com and log into your account. 
  Once you log in you can see all the tax returns you filed using our
  service. On this screen you can also send us a secure message and request
  customer service. Select the return you wish to print by clicking on it.  You will arrive at the Navigation Page for
  that return, and you can click the link that reads “Print Completed Forms and
  Documents”
  
  Since we did render the services you requested we are unable
  to process a refund. Also, you will not be asked to pay again. The services we
  provided to you include constructing the return based on the information you
  provided, making the unfiled copy available for you to print or review, and
  then after you requested that we e-file it to the IRS we did e-file your tax
  return, and once the IRS responded to your return we notified you by e-mail and
  we made it so you can print a filed copy of your return. 
  
  If there is any other assistance we can provide, please feel
  free to call us at ###-###-#### or submit a secure message to us once you log
  into your account.
  
  Thank you again for Choosing FIleYourTaxes.com

• Initial Complaint

  Date:04/17/2023

  Type:Billing 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 Saturday, April 8th 2023, I used the free tax filing service offered by fileyourtaxes.com to file my simple federal taxes. During the process additional services were offered for a fee of 55 dollars, which I declined. My returns have since been accepted, but I was charged the 55 dollars despite my declining the additional service. They have not yet replied to my email requesting to know where this charge came from and to remove any additional services I did not consent to pay for. My order number is bed******6bf:1

  

  Business Response

  Date: 04/17/2023

  
  Thank you for choosing FileYourTaxes.com and thank you to the BBB for this service where customers and businesses can communicate.
  
  We tried to reach you at the phone number you provided, however there was no answer and the voicemail indicated it is full.  Please give us a call at your convenience so we can help resolve this situation for you.  Our phone number is 805.256.1788.  Please ask to speak with Amanda when you call as she has the details regarding your issue.  The best time to call so you can reach Amanda is 9:00a to 5p Pacific Time.
  
  It appears that you filed this complaint with the BBB on April 15, and you sent us a secure message in your account today April 17.  We commit to responding to customer e-mails as soon as possible, and so you should receive a communication from us soon.  Unfortunately, we cannot respond to e-mails that are sent outside our secure e-mail system because of the personal information in your tax return.  If you do e-mail us outside our secure e-mail system, an auto-responder will ask you to resubmit your e-mail using our secure e-mail system.  We do not retain the e-mails that are sent outside our secure e-mail system.
  
  FileYourTaxes.com does not have a free simple tax return product.  All tax returns filed through our service have a fee. Our fees are posted on our website, FileYourTaxes.com where you started your return.  To see any applicable fees click the Pricing link at the top of the page.  The $55 fee is the fee for processing your federal tax return.
  
  Additionally, it appears that you did not decline to make payment for the software fee, and you did enter your credit card information.  We do not have access to your credit card numbers, so the only way we can charge your card is with your explicit authorization after you manually enter the credit card number and other information from your credit card.
  
  FileYourTaxes.com does participate in the IRS Free File program.  With the IRS Free File program eligible taxpayers are able to receive a free federal tax return.  The IRS Free File program has specific rules that require us to do certain things that are different from our non-free file product.  Since you did not start your tax return from the IRS Free File page or our Free File landing page, you selected to use our non-Free File product.
  
  Thank you again for choosing FileYourTaxes.com, and we look forward to speaking with you to resolve your issue soon.