ComplaintsforCash App Taxes, Inc.

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I done my taxes with credit karma they took 2000 dollars from me saying it was for a advance I never received it they acknowledge that it's sitting in a closed account and I asked them to transfer it to the open account and for a month now I've been getting someone is working on it and when I asked to speak to the supervisor of said department I get told they have no way of connecting me to them please help me I've been hung up on and constantly told I couldn't be helped just wait

  Business response

  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 response

  05/02/2024

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

  Customer response

  05/02/2024

  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

  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

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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
  

  
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cash App changed my information I put in and when it was filed I got audited for my address. I am upset that my information is being changed from what I entered in. I also had an incident I feel my identity was stolen off Cash app. I am unable to get my tax return because of this and feel Cash App should be held responsible Please help.

  Business response

  04/03/2024

  Hi *****,

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

  We have tried to locate a case in relation to your inquiry and are unable to locate one. So we can best assist you, it would be helpful if you started a new ticket on this issue so we can review your entries and confirm any specific details in relation to what you had submitted. To do so, you will login to your Cash App Taxes account, and select the question mark in the top right corner in order to begin a chat or you can send us an email by going to cash.app/taxes.

  When you reach out, please provide details on any letters the *** may have sent you or specific details as to why they did not accept the information you provided. Please note that any personal details that are connected to your Cash App account will automatically transfer over to your Cash App Taxes account. You can review your personal details within your Cash App under the personal tab.

  If you feel your Cash App has been compromised and you need further assistance on securing your account or want additional help on reviewing your information, please contact Cash App Support directly. You can reach General Cash App support from within Cash App by following these steps:

  -Log in to your account and tap the profile icon on your home screen
  -Tap Support
  -Scroll down and tap Chat

  If you prefer, you can also call **************.

  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. Please dont hesitate to reach out so we can better assist you.

  Best,
  The Cash App Taxes Team
  

  
  

• Initial Complaint

  02/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I've used Cash App Taxes since Credit Karma, for some reason this year I've haven't been able to file my ************ taxes yet. Oregon State opened 2/15/24 for tax returns, but **** App keeps saying it's not available yet. I've emailed customer service only to get a generic response as they don't know when it will be available, The fact that I could've filed with a different company and most likely had my return by now is not ok. Please open the state taxes when they are officially open. Not sure why I'm having to wait additional time for this.

  Business response

  02/29/2024

  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 the frustration regarding your state not being open for e-file when you filed your federal return. I do have great news, your state is now open for entry and e-file within our product! We apologize for the wait and appreciate your patience while we worked on updating the state information for e-file submissions.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. If you need further assistance with your state return, please open a new support ticket within your Cash App Taxes account. We appreciate your patience and understanding.

  Best,
  The Cash App Taxes Team

• Initial Complaint

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  DO NOT FILE YOUR TAXES WITH THEM! The *** stated they made a mistake on my returns and I been emailing back and forth for 8 hours no resolution. The managers ************ were not helpful . Lacked compassion and was rude. There is no real tax support team as they stated in their ads . You open a ticket and multiple agents reply with false information. The *** is stating if cash app cannot resolve I will have file a paper return due to cash app refusing to assist. Another 2-3 month wait and I a single mom. Shame on you cash app. I am sharing this horrible experience every where . It should be illegal for them to do taxes and no way to call someone when issues go wrong.

  Business response

  02/29/2024

  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 the frustration behind your return being delayed due to the *** not accepting the information they originally approved when you e-filed. Based on details you sent within our platform on what the *** requested to be changed, we can confirm the information filed within your *** matches what the *** is asking you to change. Unfortunately, once a return is e-filed and the *** accepts the return, you are unable to re-submit the return electronically through Cash App Taxes.

  Having to paper file a return may not be the most ideal situation and we apologize for any inconvenience this may have caused you. We understand the urgency of needing a tax refund after filing your return and recognize this isnt the outcome you were hoping for. If you would like to review the entries within the *** to show the *** it was submitted with the required information, you can do so by selecting the 3 dots in the right corner of your Cash App Taxes home page and select "tax forms." We can assure you that all information listed in your *** is what we send to the ***.

  If you have additional questions about your return or ***, you can start a new support ticket with us within your Cash App Taxes account.

  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

  Customer response

  03/01/2024

   
  Complaint: 21350777
  
  I am rejecting this response because:

  The full file was not received by them. There is clearing a system glitch on your end that you guys are refusing to look into. After I posted this issue on social media, others that have filed with you are having issues too. 

  Telling me to open another ticket and the ticket system barely works is insane. I have attached a copy of the server error that is popping up on your site . You guys need a phone number..  this is a horrible way to run a business. If I knew I wouldnt be able to get a hold of someone by phone to resolve my issue .. I would have never used you guys. I def wont again and everyone I know now knows to never use you guys either. 

  
  
  Sincerely,
  
  Melody Severe

  Business response

  03/05/2024

  Hi ******,

  Thank you for taking the time to reach out to express your dissatisfaction with our response.

  Since we work closely with the *** and have not received any notification that an error took place with your return, we will need for you to provide a written letter from the *** that states there was an issue that took place with your return. Please make sure they provide specific details on the error so we can determine if this was a DIY entry issue or a software transmission error. We have confirmed with our engineering team that everything sent to the *** matches your entries and the name is correct.

  In regards to not being able to login to your account, Cash App had a known issue with customers logging into their accounts late last week. You should be able to login to your account with no further issues as this incident has been resolved. Here is a link that provides information on incident history within the app: ************************

  I understand this may not be the outcome you were hoping for and we apologize for any inconvenience this may have caused you. Once you get a statement from the *** regarding this issue, please write back in providing the letter so we can further assist you.
  
  Best,
  The Cash App Taxes Team

• Initial Complaint

  02/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CashApp provided incorrect tax software in the name of free e-Filing.Hi, I want to bring this concern to your attention and take appropriate action ASAP.However I have come across a concerning issue with this software while trying to file for my 2021 tax returns in the year 2022 beginning via this Company free software.First thing... In order to file via this site/mobile app, they force users to become a customer registration for their app.So here is some background on concern.Due to lack of knowledge on how "Wash Sale Loss disallowed" occurs in Investments of my money via Brokerage companies like Robinhood, I did some frequent buy/sells on given stock in the year 2021 and ended up in $40,000 amount of Wash Sale Loss Disallowed which made my overall Loss into Gain as per IRS rules for Fed Tax returns. Which is fine.So when I tried my tax returns via CashApp site in beginning of 2022 for the year 2021, this software showed I owe some money for both Federal (correct) and PA state (Incorrect/inaccurate) that I live. I learned this only when I tried to compare this with other tax filing software out there - which is TurboTax - Their software confirms PA state forgives Gain like Fed return that incurred via "Wash Sale Loss disallowed" and actually considers as a Net Loss and say I owe less taxes (based on my W2 income/other interest income) compared to $amt shown as due in Cash App. CashApp software for PA state is incorrect and I reported to them about this inaccuracy by comparing it with TurboTax software reference around Feb 3rd week of 2022 for correcting. However, they didn't resolved it. I waited till April 2nd week to see if they resolve this as that is a deadline to file tax returns without any penalty. They failed to resolve issue even after I reported and an year went by and its time for 2022 tax returns filing in 2023, I tried again reporting this inaccuracy, they didn't resolved. another year went past and reported again today. Plz take some action.

  Business response

  02/29/2024

  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.

  We have reviewed your past cases and escalated your concerns to our engineering team and can confirm that the calculation issues you were providing details on were validated. We recognize that this does not take care of the previous tax filing years but we are currently working on a fix for this to be corrected on federal and PA state returns. We appreciate you bringing this to our attention and apologize that we could not get this taken care of with our support team sooner.

  We have made a note to reach out to you once a fix is put in place. We hope you consider filing with us this year and future years to come. Again, our sincere apologies we could not get this taken care of sooner.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. Please keep an eye out for an email once a fix is put into place.

  Best,
  The Cash App Taxes Team
  

  
  

  Customer response

  03/01/2024

   
  Complaint: 21311660
  
  I appreciate you responding in a positive way and a an apology over email doesnt cut this out.  I am not completely satisfied with this response because:

  As you mentioned, it should have been taken care by Help section chat staff sooner and I should not have to take it on n see it has been ignored repeatedly over 3 years till last week where i tried to email back n forth pinpointing the PA state tax issues with a clear example, it means over these 3 years who has been in my situation (might be more), this company/tax software failed them in the name of force user registrations n free returns filing. It stresses out me a lot n only reason I have to get this far is because its been ignored in first place n tells to its users you are on your own with incorrect software out there. 

  
  Sincerely,
  
  Naga *********************************

  Business response

  03/05/2024

  Hi ****,

  Thank you for taking the time to reach out to express your dissatisfaction with our response.

  We understand that not being able to address this error in a timely manner is unacceptable. We truly appreciate your feedback and our team is working hard to put in a fix for this. As a free DIY product, we give our customers the freedom to choose if they want to file with us or not and appreciate you choosing Cash App Taxes the last 2 years.

  Cash App Taxes stands behind its calculations with our Accurate Calculations Guarantee. In the chance we have a hiccup in our system that impacts your return to where you owe funds, we will make it up by reimbursing you. If you get penalties or interest on your filed return due to a Cash App Taxes calculation error, we will reimburse you up to a maximum of $1,000. Please note if you are not charged any penalties or interest, you are not eligible for the Accurate Calculations Guarantee.

  To learn more about our Accurate Calculations Guarantee including eligibility, click here: ***********************************************************************************************
  We also offer Audit Defense for returns that are filed through us. For details and eligibility, click here: ****************************************************************************************************************) 

  We are sincerely grateful for you bringing this matter to our attention and apologize that it was not done in a timely manner. We hope to earn back your trust and have you consider us for filing returns in the future.

  Best,
  The Cash App Taxes Team
  

  
  

  Customer response

  03/06/2024

   
  Complaint: 21311660
  
  Thank you for your due diligence on this issue reported.

  I am still unhappy with the defective product out there. I may not have penalties from IRS solely due to free cash app defective tax software. However i went beyond and above to have it reported by reaching out to customer service again n again yet had to be turned down for no proper resolution. I had gone to so much stress during initial year of this observation, i am positive before year (2021 returns) were also incorrect due to this but at that time the taxes i owed are for less compared to 2022 year try and clearly i found the difference/defective software with cashapp.

  As i stated in my initial email, I only had waited to use this product to file tax returns for myself and not paying out to anyone else since my case is straightforward to file for returns, 

  However please do note that a resident in PA state is highly unlikely to get refund on income, they(pa) only take their % as needed based on income reported and since software for PA state return is defective for the Wash sale clause, it showed me I owe around $2.5k+ to PA state. Which i am fortunate to cross check with TurboTax software due to high amounts (for federal i already owe around $16k) where they clearly said PA laws dont consider wash sale gains like Federal and didnt show me I owe money for those wash sale loss reported amount. So i had to pay money to turbotax software to file my returns.

  i would appreciate if you can offer some courtesy credit in my cashapp account for all the inconvenience caused and bringing this matter to your attention for better customer service and defect free product that helps many customers to file their tax returns.

  
  Sincerely,
  
  Naga *********************************

  Business response

  03/18/2024

  Hi ****,

  We appreciate your patience as we reviewed your follow up and why we are not meeting your expectations on a solution for your inquiry.

  We would like to thank you, not only for your persistence in getting this resolved, but also your continued efforts to make Cash App Taxes accurate, not only for yourself, but for the many ************ users who file with **. Although we are thankful for your findings, we are unable to issue compensation.

  We have provided as much information as we can regarding your inquiry and are unable to provide additional resolutions 

  We understand this is not the outcome you were hoping for. 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
  

  
  

  Customer response

  03/18/2024

   
  Complaint: 21311660
  
  I am rejecting this response because, the outcome is not as expected but i hope it is at least  will be useful to someone with this information while considering their tax returns how wrong cashapp throws incorrect software in the name of force **** registrations they count to their annual reports 
  
  Sincerely,
  
  Naga *********************************

• Initial Complaint

  02/09/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hi, I used Credit Karma to file my year 2020 Tax Return was approved 05/15/2021 for tax return $793.00. I haven't got a clear response from Cash App Tax team. Trying to obtain a PDF copies of year 2020 Tax Return. Please email my PDF Form file to ******************************* Thank you, *************************

  Business response

  02/15/2024

  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.

  After reviewing your account, it looks like you have previously imported your Credit Karma Tax returns into Cash App Taxes. In order access your returns:
  Log into your Cash App Taxes Account 
  Select the three dots in the top right corner of your home page
  Select Tax Return from the drop down menu 

  Here you will be able to view, download and/or print a copy of your prior-year returns. If you need further assistance with locating your returns, please login to your Cash App Taxes account and start a new support ticket with us so we can best direct you to where your returns are located.

  We take the care of our members very seriously and apologize for any inconvenience this may have caused you. We hope you will consider filing your return for free with Cash App Taxes this year!
  
  Best,
  The Cash App Taxes Team

  Customer response

  02/18/2024

  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

  12/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed taxes with Cash App Taxes in 2022. I have spent the last 3 days attempting to get a copy of my 2021 tax return. The "tax" section of the Cash App app no longer exists but there is a section for "documents". This page lists the tax returns that I need but the buttons to view or download them do not work/do anything. The "support" team continues to send me links that do not work and they will only communicate with me over email now.It is a tax service yet, the associate I have been speaking with doesn't even seem to know what a tax return statement is and keeps telling me that I need to contact the *** to find out when my tax return statement will be "deposited". The whole thing is extremely sketchy and unprofessional. I'm worried that the whole company is a scam.At this point, they are withholding my statement and I need it for income validation. I need them to find and send me my tax return.

  Business response

  12/20/2023

  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.

  During the time you were trying to login and contact us here at Cash App Taxes, we rotated some keys during our weekly tooling deployment that could have potentially caused existing sessions at the time to make customers unable to login. Since you have reached out and spoke with Cash App Support, we have been able to solve the login trouble our Cash App Tax customers were having.

  We understand that you are trying to download a copy of your 2021 return and want to make sure you feel confident in getting those documents. Please follow the instructions listed below to obtain your tax returns:

  To access your returns previously e-filed with Cash App Taxes:
  Log into you Cash App Taxes Account 
  Select the three dots in the top right corner of your homepage
  Select Tax Returns from the drop down menu
  Here you will be able to view, download and/or print a copy of your prior-year returns.

  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
  
  

  
  

• Initial Complaint

  12/14/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  **** app refuses to back up their own calculations guarantee. Avoid at all costs. It is truly a scam that will cost you fines with the government.

  Business response

  12/15/2023

  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.

  Thank you for filing your 2022 tax return with Cash App Taxes. Weve carefully reviewed the information youve provided and have determined that your claim is denied based on that information. Heres some additional information to explain how weve reached our decision:

  - The $124.40 penalty imposed by the ****************** of ******* (IN DOR) as shown on the Notice of Proposed Assessment you provided is due to a reason outside the control of Cash App Taxes and the penalty and/or interest applies to a form or situation that Cash App Taxes doesnt support. Since you didnt have enough tax withheld throughout the year and didnt make the required amount of estimated tax payments towards your 2022 ******* income tax liability, the IN DOR calculated an underpayment penalty for the amount of tax you underpaid throughout the year. The amount due isnt related to a calculation error on our part since youre responsible for making estimated payments towards your tax liability, when required. 

  IT-2210 wasnt included in your tax return since underpayment penalty calculations aren't a supported situation on Cash App Taxes as shown in the published list *********************************************************************************************************************************;

  Additionally, when you e-filed your federal return with us, we showed you this message "If you underpaid your state income tax during the year, you may be subject to an underpayment penalty from the state. The state will figure this penalty for you (if applicable) and send you a notice detailing the penalty you owe" on the State Taxes Owed screen where you selected your payment option. Since the adjustment issued by ******* isnt related to a calculation error on our part and is instead due to your underpayment of the tax you owed during tax year 2022, weve denied your claim for $124.40 in penalties. 

  Cash App Taxes is a DIY self-prepared tax product. Your tax returns are always calculated based on what you enter into our software, and this is why your entries into the software are critical to your tax return correctness. If you believe your state adjusted your return in error, we recommend you contact them directly to discuss this matter by calling the number shown on your Notice of Proposed Assessment.

  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

• Initial Complaint

  11/11/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Filed my taxes back in February. Paid extra through them to check it for errors and and what not. Said I was good to go. Fast forward its November I received nothing so much as confirming my filing . It shows my 2022 tax information on the cash app taxes page but I'm told it was never submitted.

  Business response

  11/14/2023

  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.
  
  Upon further review, I show that your federal return was rejected by the **** on 03/24/2023. It looks like the ** PIN you entered didn't match what the *** has on file for you. We notified you by email. I dont show that you fixed and resubmitted your return for filing. I truly understand your concern and urgency to fix and file your taxes. To help, I'll share some additional information.
  
  ** PIN Error
  
  Identity Protection (**) PINs are 6-digit numbers issued by the *** to help taxpayers reduce the risk of their Social Security Number from being misused on fraudulent federal tax returns. They're different from self-selected PINs, which are 5 digit numbers used to sign your e-filed tax return. 
  
  Once you opt-in for an ** PIN, you must use it on the federal return you file each year. You can't opt-out of receiving an ** PIN. ** PINs are generally mailed out by the *** in December by postal mail. If you receive an ** PIN, make sure you put it in a safe place since getting a replacement at the last minute can be challenging.
  
  If you want to learn more or have any other questions about ** PINs, check out these ** PIN FAQs (*********************************************************************************************************************************************) from the ***.
  
  You can retrieve your ** PIN online by clicking here: (*******************************************************************).
  
  You can edit your ** PIN information in the "Other tax items" section by selecting Enter identity protection PIN to enter it, or by searching ** PIN in the search bar at the bottom of your Tax Homepage. If you are logged into your account on a computer you can also click here: ***************************************************************************
  
  While you can still access and print your tax return with any of the information you filled out during the tax season, you can no longer e-file, edit the information, or amend your return for this tax season with Cash App Taxes. 
  
  The deadline to efile taxes was 10/16/2023. If everything is correct on your PDF, you can print and mail your return to the ***.
  
  If you need to make any changes or amend your return, you may need to use a different tax filing service.
  
  If you would like to print your return, you can do so by selecting the 3 dots in the right corner of the screen, then select "Tax Returns".
  
  If you still need to file your taxes, you can get filing forms and information on how to file for prior years on the *** website here: *****************************************
  
  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
  

  Customer response

  11/14/2023

  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,
  
  *******************************

*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. ↩