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:06/19/2025

  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 got a response from CashApp about my complaint, but it was not helpful at all. It said in the BBB portal I have 5 days to let BBB know if that was satisfactory. It was not, I want my complaint escalated and investigated. I want my tax refund. ******* is not providing any help to tell me where they sent my Ohio Tax refund. They put in the info on where to send it, but I never got it even though the state sent it out a month ago. CashApp stole my money and no one can give me answers.

   

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

  Business Response

  Date: 06/20/2025

  Hello *********,
  
  This is *** with Cash App Taxes Customer Support. Thank you for sharing with us that youre still waiting on your Ohio state refund.
  
  I certainly understand how worrisome and stressful delays like this can be, when you haven't received funds you were expecting to arrive. I'm happy to share some details and steps you can take from here.
  
  Ive confirmed that your Ohio state return was submitted using the direct deposit information you provided when filing your return and it was successfully accepted by the ****************************
  
  As this process is strictly and directly managed by the ***************************, Cash App Taxes does not have any control over when states release their funds.
  
  Typically, Ohio taxpayers who request direct deposit for an original return may expect a refund within 15 business days. If your refund hasnt arrived within that timeframe, we recommend visiting ****'s "Check My Refund Status" tool at ***************************** for further information.
  
  Or you may contact the *************************** directly at ************** to check the status of your refund and verify the bank account details they have on file. 
  
  As a next step, we recommend contacting the financial institution you provided for direct deposit at the time your Ohio state return was filed.
  
  We truly understand the wait can be frustrating and sincerely wish we had the ability to make the process move faster for you.
  
  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.
  
  If you have any additional questions or concerns, please don't hesitate to let us know. We're always happy to help and here to support you!
  
  Best, 
  ***
  Cash App Taxes Customer Support
  
  Disclaimer: We know taxes are complicated, so we do our best to guide you through using Cash App Taxes to prepare your tax returns. We are not tax professionals, so you may want to consider discussing this with a tax professional to receive personalized tax advice. You can also try using  https:/*******************************
  ITA | ************************
  The Interactive Tax Assistant (ITA) is a tool that provides answers to several tax law questions specific to your individual circumstances. 

  Business Response

  Date: 06/24/2025

  Dear *********,
  
  Thank you for following up. We sincerely regret that your experience has not met expectations, and we understand how concerning it is when a refund youre counting on has not yet arrived.
  
  We want to assure you that we take your concerns very seriously and are committed to helping clarify what has occurred. After a thorough review, we can confirm the following:
  
  Your Ohio state return was successfully filed and accepted by the *************************** on 04-14-2025.
  
  The direct deposit information used on your state return was entered by you during the filing process and submitted exactly as provided.
  
  The *************************** issued your refund over a month ago, which suggests they processed your return and released funds to the account on file.
  
  At this point, the next steps lie with your financial institution. Since the refund has been sent and processed by the state, and was not returned to the *************************** as undeliverable, youll need to work directly with your bank or credit union to trace the deposit, which we can confirm was not deposited to Cash App.
  
  You may also request a refund trace from the state by calling the *************************** at **************.
  
  Wed like to emphasize that Cash App Taxes does not receive or handle any refund funds at any point. We simply facilitate the preparation and e-filing of your tax return using the information you provide. We do not have access to your refund, nor the ability to reroute or retrieve funds once a state has issued them.
  
  We understand your frustration and truly wish we could do more. Please know that we are here to support you and can help with documentation or filing details that your bank or the *************************** might require for their investigation.
  
  Thank you for bringing your concerns to our attention. If theres anything further we can provide to assist your inquiry with the state or your bank, please dont hesitate to reach out.
  
  Sincerely,
  Nia
  Cash App Taxes Support
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Order 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.

   
  Complaint: 23384288
  
  I am rejecting this response because:

  Acknowledges the inaccuracy of their software but claims regardless of that the penalty fees and interest charges were my fault because I followed to prompt that it shouldn't have given. 

  "Clear guidance in software prompts and instructions are essential, especially when filing something as important as a tax return. Your feedback is helpful and will be shared with our product team as we continue to improve the user experience."
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 06/02/2025

  Hi ***********,
  
  My name is **** and Im part of the Cash App Taxes Support team. Thank you for your patience while waiting for our response.
  Im sorry to hear about the difficulties you encountered while preparing your tax return, and I appreciate the opportunity to assist you.
  We understand how important it is for your tax return to be accurate, and I want to assure you that your concerns are being taken seriously. We also recognize that tax matters can be complex, and we truly appreciate you taking the time to share your experience with us.
  Clear guidance in software prompts and instructions are essential, especially when filing something as important as a tax return. Your feedback is helpful and will be shared with our product team as we continue to improve the user experience.
  ********************** stands behind its calculations with our Accurate Calculations Guarantee. Our system calculates your return based entirely on the information you enter. As a self-prepared (DIY) product, the accuracy of your return depends on the accuracy of the data provided during the filing process. For this reason, we always recommend carefully reviewing your entries and the resulting calculations before submission.
  While we strive to make filing as straightforward as possible, we are not able to provide personalized tax advice. If you believe there may have been an error in how your return was filed or calculated, we recommend reviewing your entries in the software. For further clarification or support with your specific tax situation, consulting a licensed tax professional may be helpful.
  If you have any other questions or need help navigating your return, please dont hesitate to reach out. We're here to support you.
  Best regards,
  Nia
  Cash App Taxes Support Team

  Business Response

  Date: 06/12/2025

  Hello ***********, 
  This is *** with Cash App Taxes Customer Support.Thank you for your continued feedback and for giving us the opportunity to revisit your concerns.
  We understand that the software prompt regarding prior tax payments may have felt unclear. Our goal is to make filing straightforward, but we acknowledge this experience fell short for you. The prompt you're referring to is designed to collect information about estimated tax payments made toward the current tax year (2024), not payments made for a prior years liability, such as your 2023 balance due.
  Unfortunately, the software cannot automatically detect the taxpayers intent or the year of the payment, which is why the prompt does not explicitly exclude prior-year payments. We recognize this may be confusing, and your feedback is invaluable in improving the clarity of this question.
  Cash App Taxes is a self-prepared tax software that calculates returns based on the information the user enters. While we stand behind the accuracy of the calculations for the information provided, we are not able to offer legal or tax representation, and our Accurate Calculations Guarantee applies to errors in computation, not to incorrect data entry or misinterpretation of the prompts. That said, we are working on enhancing the language in our estimated payments section to better guide users in future tax seasons.
  We also want to reiterate that our product is completely free to use for both federal and state tax returns, and includes features like audit defense for eligible customers.
  Were sorry for the impact this situation has had on you, and we genuinely appreciate your patience and feedback.
  If youd like to discuss this further or need help reviewing your return, please let us know. Were here to support you.
  Best regards,
  ***
  Cash App Taxes Support Team
  
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23384288
  
  I am rejecting this response because:

  They acknowledged their mistakes that caused damages but refuse to make whole.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 06/13/2025

  Hello ***********,
  
  This is *** with Cash App Taxes Customer Support. Thank you for continuing to share your concerns.
  We hear your frustration, and we want to clarify our position.
  
  We deeply regret the confusion caused by the estimated payments prompt in our software. As mentioned, the software is designed for self-preparation and calculates your return based solely on the information entered.
  The prompt asking about tax payments made during the year is intended to capture estimated payments for the current tax year, 2024. Entering a payment made for a prior tax year, like your 2023 balance due, would reduce the amount owed incorrectly.
  While we agree the question could have been clearer and are actively working to improve this experience, we must clarify that the software did not malfunction. It accurately applied your entry according to *** rules for estimated payments, but it was entered in error.
  
  Our Accurate Calculations Guarantee covers math errors in calculations based on user input, not incorrect entries or misunderstandings about what data to report.
  Because Cash App Taxes is a free, self-guided product, we cannot offer reimbursement for penalties or interest that result from incorrect entries. We understand this is frustrating, and we are truly sorry for the stress this caused you.
  
  We hope youll accept our sincerest apology and our commitment to improving the experience for others based on your feedback.
  
  If you have further questions or would like help reviewing your return to avoid similar issues in the future, were here to assist.
  
  Best regards,
  ***
  Cash App Taxes Support Team
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23384288
  
  I am rejecting this response because:

  They refuse to make whole.
  
  Sincerely,
  
  *********** ****

• Initial Complaint

  Date:03/29/2025

  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 FILED MY TAXES WITH CASH APP ON 2/20/2025 AND I HAVE YET TO RECEIVE THEM. I THEN RECEIVED A LETTER A FEW WEEKS LATER STATING I NEEDED TO VERIFY MY IDENTITY. I VERIFIED ONCE I RECEIVED THE LETTER IN THE MAIL, BUT 2 MORE WEEKS PASSED SO I CALLED AND WAS TOLD THEY DIDN'T SEE WHERE I VERIFIED ON MARCH 3. NOW MY TAXES ARE UNDER REVIEW AND I HAVE A CODE 570 ON MY TRANSCRIPTS. THIS HAS NEVER HAPPENED TO ME BEFORE AND I FEEL LIKE I SHOULD HAVE FILED WITH TURBO TAX LIKE THE PREVIOUS YEAR.

  Business Response

  Date: 03/31/2025

  Hi ********,
  My name is **** and I am a part of the Cash App Taxes Support team.
  Thank you for your patience while awaiting our response.I completely understand how stressful and frustrating it can be to wait for your return to be deposited. We know how important that is, and Im really sorry youre dealing with this delay.
  It looks like the *** needs to confirm some information on your return directly. Please keep in mind we don't have access to more detailed information. Since this process is managed by the ***, they do not provide us with access to additional details.
  I suggest following the directions on the letter you received from the ***.
  If you did not receive a letter, you can call the *** using the toll-free Identity Verification telephone number: **************.
  It may be helpful to reach out and contact Cash App General support directly for help with locating the transaction.They can help determine if an attempt was made to deposit it and if it may have been rejected, or returned.
  Please dont hesitate to reach back out if you have any questions along the waywere here to support you.
  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.
  Best,
  Cash App Taxes Team
  
  
  

• Initial Complaint

  Date:03/13/2025

  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.

   
  Complaint: 23064154
  
  I am rejecting this response because: False advertising.  Also they claim they didn't make changes but I'm submitting proof that they were working on making changes to calculations in the same time period when this error occurred (since I had captured another error on video luckily).
  
  The video I just uploaded is in animated GIF format so you have to load it in a browser to view.  You'll see that the property depreciation calculated changed without me changing any values of anything in the form.... This miscalculation will affect countless tax returns that were submitted before this bug was discovered.
  
  Since I discovered the bugs I mentioned, I changed platforms which means I wasted about 9 hours on the CA Taxes site preparing a return with their faulty software.  But the others who didn't spot this issue are the real victims.  They shouldn't claim a guarantee of accuracy with these negligent practices.  This would have been very easy to avoid with careful regression testing of their backend calculations.
  
  Sincerely,
  
  ***** ******e aware of their completely flawed tax software that wastes tons of taxpayer time and probably wastes a lot of IRS time dealing with the mistakes.

  Business Response

  Date: 03/14/2025

  Hi *****,
  
  My name is **** and Im part of the Cash App Taxes Support team. Thank you for your patience while awaiting our response.
  Im sorry to hear about the difficulties youve encountered while preparing your tax return with us, and I appreciate the opportunity to assist you.
  We understand how important it is for your tax return to be accurate, and I want to assure you that we take these concerns seriously. I escalated your case to our product team for review, and they have confirmed that no recent product updates would have caused changes to your return calculations.
  I also appreciate you letting us know that you plan to transfer your tax information to another provider. However, if you're willing, wed love the opportunity to review your return with you. If there is a specific amount or section of your return where you noticed discrepancies, please share that information with us.
  This will help our team investigate further and determine if any adjustments are needed.
  Additionally, we value your feedback, and I will be passing your concerns along to our product team to help improve our service moving forward.
  If you have any further questions or would like us to take another look at your return, please let us know. Were here to help.
  Best,
  Nia
  Cash App Taxes Support
  
  

  Business Response

  Date: 03/20/2025

  Dear *****,
  We appreciate you reaching out and sharing your concerns regarding potential false advertising. We take this matter seriously and value the opportunity to review your feedback.
  Our team has thoroughly reviewed your case, and with the new video you have provided, we have re-escalated this to our product team for further evaluation.
  At this time, we can confirm that no recent product changes have impacted your return, and there are no updates to share. However, we remain committed to reviewing your feedback and will provide any new information should it become available.
  We sincerely appreciate your time and input. Your feedback is important to us, and we hope to continue supporting you in the future.
  Best,
  Nia
  Cash App Taxes Support
  
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23064154
  
  I am rejecting this response because: Of course my own return was not impacted because as I stated I ended up using another platform to submit my return and deleted all the tax data in my Cash App account.  But countless others who submitted their returns were impacted.  And simply stating that you will look at it more with your product team isn't a plan for resolution of this issue.  Until it's clear that you aren't incorrectly calculated people's taxes, I think you should take down the false advertisement.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/13/2025

  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.

   
  Complaint: 23063902
  
  I am rejecting this response because:
  I was not given the maximum refund guarantee. There is a $500 difference in my taxes. There $100 gift card does not satisfy me on my situation. I am in poverty right now. I can barely afford to buy groceries and so $500 direct deposit is what will make me happy. I would have gotten out anywhere else I could've done my taxes and I chose cash app which right now I am regretting. Thank you for your time and ideas help me
  Sincerely,
  
  ********* *****

  Business Response

  Date: 03/14/2025

  Hi *********,
  
  My name is **** and I am a part of the Cash App Taxes Support team.
  We appreciate your patience while awaiting our response. 
  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.
  You may have noticed an email from us that was sent to you earlier today. I wanted to let you know that I will be responsible for working on your case.
  We want you to file with confidence, knowing youre getting the most from your return. Thats why we offer the Maximum Refund Guarantee.
  If you receive a larger tax refund amount or owe less in federal taxes using the same tax return information when filing an amended federal return through another online tax preparation service, then you may be eligible to receive the difference in the refund or tax amount owed up to $100 in the form of a gift card from Cash App Taxes.
  We'll make every effort to resolve the difference with you. If we're unable to do so and you choose to amend your return with another online tax service, you can submit a Maximum Refund Guarantee claim.
  
  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.
  Best,
  Cash App Taxes Team
  
  

  Business Response

  Date: 03/20/2025

  Dear *********, 
  
  Thank you for taking the time to share your concerns. I want to sincerely acknowledge how difficult this situation must be for you, especially given your financial circumstances. I understand that receiving the maximum refund is incredibly important, and I truly regret that your experience has not met your expectations.
  Based on the screenshots provided, we have not been able to identify a discrepancy in your return. However, we recognize that the *** may make adjustments after filing. If you believe there is a difference, we want to ensure that your claim is reviewed thoroughly.
  To proceed with a review, we ask that you:
  File an amended 2024 federal income tax return with another online tax preparation service using the same Tax Return Information (as defined in IRS Code Section 6103(b)(2)(A)) as your original return with Cash App Taxes.
  Ensure your amended return has been accepted by the *** and shows either a larger federal refund or a lower tax liability than your original return.
  If you choose to amend your return and believe a difference exists, please provide us with a completed PDF of your amended return, and we will be happy to investigate further.
  I understand that this situation is frustrating, and I want to assure you that we are here to support you. If you have any questions or need further assistance, please dont hesitate to reach out.
  Best,
  Nia
  Cash App Taxes Support
  
  

• Initial Complaint

  Date:08/08/2024

  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.

   
  Complaint: 22112940
  
  I am rejecting this response because: I have never had a problem filing my taxes before with turbo tax. I will never use this service again. It has cost me money that I haven't received yet and given nothing but headaches. Thanks for nothing. I'm going to get my lawyer to look into this since your not helping. Your company prepared these where is your responsibility? 

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

  Business Response

  Date: 08/13/2024

  Hi *****,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.
  
  I understand you have not received your refund from the **** I can definitely provide some information about this.
  It looks like the *** needs to confirm some information on your return directly. Please keep in mind we don't have access to more detailed information. Since this process is managed by the ***, they do not provide us with access to additional details.
  I suggest reaching out to the *** directly for more information and next steps. You can call the *** using the toll-free Identity Verification telephone number: **************

  I do see your federal income tax return was accepted by the *** on 1/30/2024. Your submission id with the *** is ********************. If the *** requests the number youll want to have it available to provide the agent.
  Please know that once the return has been accepted we arent provided any additional updates by the **** You can also check your refund status on the *** website here: ********************************************************
  I also recommend contacting the *** using the information listed below.

  *** Contact Information
  Click here to contact the ***: *********************************************
  In certain areas, the *** has local offices where you may receive face-to-face assistance. All offices operate by appointment. ******************************************************
  There are also many *** resources available online and you are encouraged to use these prior to calling the *** or making an appointment at a local office: *********************************************

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.

  Best,
  Cash App Taxes Team
  
  

  Business Response

  Date: 08/16/2024

  Hi *****,

  Thank you for taking the time to reach out to express your dissatisfaction with our response. I want to assure you that your return was successfully submitted to the **** The issue that you are experiencing is not related to Cash App Taxes, but an issue with the **** We are not provided any additional information as to why they are requiring additional information.

  Cash App Taxes does not have access, or the ability to intercede on your behalf with the **** The *** may require you to complete additional steps after filing to release your refund to your account. Once the return has been accepted we are not provided any additional updates by the **** You will need to work with the *** directly and complete any actions they require, or to get any information on the status of your refund.

  We have provided as much information as we can regarding your inquiry and are unable to provide additional resolutions as the refund process is completely controlled by the *** directly. I understand this may not be the outcome you were hoping for and we apologize for any inconvenience this may have caused you. If you receive additional communication or instructions from the ***, you can reach back out to Cash App Taxes support if you need help at that time.

  Best,
  Cash App Taxes Team
  

  
  

• Initial Complaint

  Date:05/07/2024

  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.

  My money was accidentally deposited to a credit karma Ive been trying for over a week to get my money transferred into my checking account. They keep giving me the runaround that I have to do it online. *** tried several attempts to do it online. It keeps rejecting me no matter what I do and they refuse to put me in contact with a person to talk on the phone to resolve this problem, they keep telling me I have to do it online. I like to get my money transferred as soon as possible. I really could use it right now when I finally did get onto line they keep telling me my checking account is invalid and I know its still good.

  Business Response

  Date: 05/08/2024

  Hi *******,

  Thank you for taking the time to communicate with us the issue you are encountering. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  I understand you received a deposit in your Credit Karma account in which you need assistance with. Cash App Taxes is not affiliated with Credit Karma or any account information that would regard the account.

  There may be confusion in relation to Credit Karma Tax being acquired by Cash App back in November 2020, which is separate from Credit Karma financial accounts. If you would like more information on Cash App Taxes acquiring Credit Karma Tax, please follow this link: *************************************************************************************************************************************************************

  If you need assistance with your Credit Karma deposit, you will need to continue working with their customer service support team since we are not affiliated with Credit Karma. Cash App Taxes does not have information or resources on how to get in contact with Credit Karma.

  We appreciate your patience and understanding. We take the care of our members very seriously and apologize for any inconvenience this may have caused you. 

  Best,
  The Cash App Taxes Team

• Initial Complaint

  Date:05/01/2024

  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've been asking for this to be clarified for a month now and no one can tell me anything and when I asked for a supervisor I would not get one and even when I asked for someone of American decent so I can get a full understanding they tell me no. I'm not understanding why does it take a month to rectify there mistake and it's just transferring the money from one account to the closed one 

  Business Response

  Date: 05/02/2024

  Hi *******,

  Thank you for taking the time to communicate the issue you are having with your return. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  After searching our system, it looks as if you have not filed with Cash App Taxes and we do not have any record of you filing with our product or any cases in relation to you reaching out about your issue. Back in November 2020, Credit Karma Tax was acquired by Cash App. After helping Credit Karma customers file their taxes for one last tax season, Credit Karma Tax is now Cash App Taxes.

  Turbo Tax has acquired Credit Karma which is separate from Cash App Taxes. If you filed with Credit Karma/Turbo Tax and have questions about the refund advance, you will need to reach out and speak to their customer service representatives. You can visit the Credit Karma ************** to find answers to some frequently asked questions here: *****************************************************************

  We take the care of our members very seriously and appreciate you reaching out to us to get assistance.

  Best,
  The Cash App Taxes Team
  

  
  

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21652224
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/03/2024

  Hi *******,

  We appreciate you writing back in to get assistance with your return. Cash App Taxes is not affiliated with Credit Karma and cannot assist with issues that arise from your Credit Karma account. 

  Please visit the Credit Karma ************** to find answers to some frequently asked questions here: *****************************************************************
  We appreciate your patience and understanding.

  Best,
  The Cash App Taxes Team

• Initial Complaint

  Date:04/15/2024

  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 used cashapp to file my 2021 and 2022 taxes. I filed the taxes on time, or at least I thought. I checked on my filing to find that cashapp did not file them. I reached out to customer service and they redirected my call by saying they will send me a link to speak to someone in the tax center. (*****************************************************) I click the link and speak with an agent (*****). He let me know that my 2021 and 2022 tax applications were rejected because I didnt submit a form (2021) and there was an incorrect AGI (2022). I ask him if he can send me confirmation that cashapp notified me that my applications were rejected and how we can fix that and he said he is not sure how to get that information, then sent me a link to IRS saying I can file my back taxes there. I asked to speak with a supervisor because I didnt understand how cashapp has a tax service but their agents are not prepared to answer questions about errors that cashapp made. He ended the chat mid conversation. I have the screenshot of the encounter, I wasnt rude or anything. I then spoke to another agent, ********. He said he had to transfer our conversation through email and he never responded. I merely want confirmation that I was notified about my tax application being rejected - as I want proof that I did my due diligence to file my taxes in time however cashapp failed to notify me, and their agents fail to continue a conversation until an issue is resolved. I also do not want a penalty for not filing in time when I thought cashapp did file the taxes.

  Business Response

  Date: 04/18/2024

  Hi *****,

  Thank you for taking the time to communicate with us why our customer service didnt meet your expectations. We want to address your concerns and provide the best solution available to resolve your complaint as soon as possible.

  I recognize that you asked to have your case escalated to a supervisor when you first reached out, and in which you were not put in contact with our escalation team. We apologize for falling short on getting you the quick service we strive to give to all our customers. We have since coached the advocate to ensure they take proper steps in the future to address escalated cases accurately.

  After reviewing your cases, I do see that you were trying to get information as to why your 2021 and 2022 returns were not submitted. For the 2021 tax year, you submitted your return on 04/13/22 and it was rejected the same day because the *** indicated that their records show that you purchased healthcare through a marketplace during the tax year, but you didn't report it on your tax return. An email was sent on 04/13/2022 alerting you that you would need to add the appropriate information requested by the *** and re-submit your return.

  For the 2022 tax year, you submitted your return on 04/17/23 and it was rejected the same day due to the wrong AGI or Self-Select PIN that you entered during the e-file process. We followed up with an email on 04/17/23 to inform you of this rejection and the appropriate steps needed to correct the entries and re-file your return.

  If you need to submit your 2021 and 2022 taxes, we do not support prior year filing. You can get filing forms and information on how to file for prior years on the *** website here: *****************************************

  You have the option to print your return in order to gather the information you entered. To print and mail your tax returns:
  -Log in to your Cash App Taxes account
  -Click the 3 dots in the right corner of the screen
  -Select "Tax Returns
  -Save and print out your return
  -Follow the instructions for signing your return here: ***************************************************;

  Use this link to find out more about where to mail your return: *****************************************************************************************;

  If you are logged in to your account from a computer you can also click here to access your tax forms to print: ****************************************************

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will come back to file with us at Cash App Taxes for free next year.

  Best,
  The Cash App Taxes Team