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:05/11/2023

  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.

  **** app not only stole my taxes this year, but they stole my fiancs last year. Over a couple of grand stolen. Never received my taxes

  Business Response

  Date: 05/17/2023

  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.

  Based on our records, we see that you did e-file your federal tax return on 04/16/2023 and it was accepted by the *** the same day. Generally, it takes around 21 days for the *** to issue refunds if you requested it to be deposited into your bank account. You can check the status of your refund by going to the Wheres My Refund page on the *** website (***************************). 

  Theres no way for Cash App Taxes to know when the *** will process your refund or when your refund will arrive since we dont have access to the *** systems.  Please continue checking the Wheres My Refund tool for daily updates about your refund.

  If you would like to review the account information you entered for the direct deposit of your federal refund that was sent to the ***, you can login to your Cash App Taxes account to view your tax return PDF.

  We aren't able to provide more detailed information about the *** process for refunds since we're not the governing agency and have no insight into refunds being issued. We appreciate you being a customer of **********************. Please remember ** every year for your tax filing needs since using Cash App Taxes is always free.  

  Best,

  The Cash App Taxes Team

• Initial Complaint

  Date:04/16/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  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,
  
  *******************already sent my refund. But I didn't get it. The numbers I see in my routing and account fields on my form are completely unknown to me. They aren't even close; as in one or two wrong numbers. They bear no resemblance to anything pertaining to any accounts I have. Somehow between my entering the correct numbers and Cash App processing my return, someone or some group (?) substituted information for an unknown party. I would've checked sooner but just felt the refund process would take longer. I have submitted a message to **** App asking for help on this. But what puzzles me is the utter strangeness of the routing/account numbers. As I said, they have no similarity to anything I know or have seen. So it seems inevitable that there is a big problem with Cash App and their security. I don't know if the *** can pull back the refund, if I need to file an amended return, or what. But if not then Cash App owes me the refund.******************* ************ *******************

  Business Response

  Date: 04/26/2023

  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.

  
  We recognize the concern that your banking information does not match what is listed within your accepted federal PDF. When entering your bank account information for direct deposit, its critical to verify the information you entered is correct before submitting your return. We do not have access to your personal information or have the ability to change this information on your return for security purposes. 

  
  If the *** is not able to send your refund via direct deposit because the account information you entered is incorrect, they may send your refund by paper check to the mailing address listed on your tax return.

  
  If an account or routing number was entered incorrectly, or the bank account information on your return doesn't match your records you will need to contact the *** for a status of the expected refund. 

  
  The *** may help taxpayers who have included incorrect bank routing or account numbers on their federal returns. The *** FAQ article on What should I do if I entered an incorrect routing or account number for direct deposit of my refund? has info on what to do if you submitted a federal tax return with incorrect direct deposit information: ****************************************************************************

  
  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

  Date:04/15/2023

  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 haven't received my tax return and the *** said they cannot give me information about it. I believe you have stolen my money and are hoping I won't say anything. Cash app support told me they can't do anything and recommended the ***. My lawyer recommended I go here and post my grievances. I just want my money

  Business Response

  Date: 04/26/2023

  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.

  
  We recognize you are trying to locate your return filed with us for the 2022 tax year. We can confirm your 2022 return was accepted by the *** on March 22, 2023. Please know that once your return has been accepted we arent provided any additional updates by the ***. We recommend you continue checking the Wheres My Refund tool for daily updates about your refund from the ***. You can also reach out to the *** in other ways - please see the following *** Let Us Help You website for additional ways to reach out to the *** for assistance: ***************************************************;

  
  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

  Date:04/10/2023

  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.

   
  Complaint: 19919098
  
  I am rejecting this response because:
  They Didn't help me at all. I had a professional look at my taxes and they were filled in correctly but **** app changed my info from head of household like I've filed for years to single.  Point is I never received my money after **** app came back and said I owed which in fact the IRS.gov website and the lady I spoke with said I didn't owe any money and showed me where they did send money. Fact is they took my money point blank. Distrusting company Period.
  Sincerely,
  
  ***********************************

  Business Response

  Date: 04/21/2023

  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.

  
  We can confirm your 2021 return was accepted by the *** on 02/05/2022. As a free DIY service, your entries are crucial to the correctness of your return. Once your return has been accepted by the ***, we arent provided any additional updates on your return or refund issuance. 

  
  In regards to your 2022 tax return you referenced, we recommend reviewing the information you have entered to make sure it is correct as that can greatly affect your refund amount or the amount you owe. Income and wages, credits and deductions, and tax law changes may cause your tax obligation to change from year to year.

  
  Some common reasons your tax obligation may have changed are:

  
  -Tax law changes
  -Your filing status changed
  -Your income changed
  -There were changes to your qualifying dependents
  -You chose a standard deduction instead of an itemized deduction

  
  If you are needing additional information regarding your return, we would be more than happy to assist you if you file a new support ticket within the app.

  
  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 ** at Cash App Taxes for free next year.

  
  Best,

  
  The Cash App Taxes Team
  

  
  

  Business Response

  Date: 05/03/2023

  Hi *******,

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

  
  We have confirmed your 2019, 2020, 2021 AND 2022 returns were all filed using the Single filing status, which is what you selected when preparing your return. As a free DIY service, your filing will only be determined by the entries you make when preparing your return, we cannot update any values on your return as we do not have access to change this information on your behalf. 

  
  We can also confirm your 2021 return was accepted by the *** on 02/05/2022. For updates on your return, you would need to work with the ***. Please know that once the return has been accepted we arent provided any additional updates by the ***. You can continue checking your refund status on the *** website here: ********************************************************

  
  If you are needing additional information regarding your return, we would be more than happy to assist you if you file a new support ticket within the app.

  
  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 ** at Cash App Taxes for free next year.

  
  Best,

  
  The Cash App Taxes Team
  

  
  

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19919098
  
  I am rejecting this response because:
  I don't have time for this dishonest, stealing company. I've hired an attorney via the IRS agent told me to do so. With as many complaints and bad reviews this company has and I have to go back and forth like this. They stoled my money. Nothing more to say about that. This whole thing coming to the BBB seems a complete waste of time.  That's fine, there are other ways and other places to post bad reviews on this company. I thought the BBB was to help with dishonest companies,  but apparently it's not. 
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/09/2023

  Hi *******,

  
  Thank you for reaching back out to express your concerns with our previous responses.

  
  We have provided as much information as possible to help you resolve your issue. Were unable to provide additional support as we have given all possible solutions for your inquiry. Please consider the information provided in each of our responses to understand why your tax returns reflect information you have selected while filing.

  
  We understand this is not the outcome you prefer. 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:04/05/2023

  Type:Sales and Advertising 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 for the first time with cash app taxes and they claimed they had my information from last year but I filed with H&R Block the prior year so I used there info be my return was rejected

  Business Response

  Date: 04/15/2023

  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.

  
  We recognize the urgency of needing to submit your e-filed returns in a timely manner. We could not locate a case in regards to your rejection error but I am happy to say that we do have an accepted e-filed return on file for you. Both your federal and state returns were accepted on 03/14/2023.

  
  If you are needing additional information regarding your return, we would be more than happy to assist you if you file a new support ticket within the app.

  
  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

  Date:04/03/2023

  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.

  Filed my taxes through Cash App's free service under the guarantee that I would receive the max ******* Just to check, I entered my information into another tax service's software, and while the federal return amount was the same, Cash App cost me $518 due to an error on their end. I have attached a screenshot of my completed and ready to file return done through H&R Block that has the correct state amount owed of $315 versus the $833 through the Cash App Taxes return.Their support has been completely unwilling to look into the issue or provide me help with how to correct it.Their guarantee is a lie, as there is no guarantee at all for this type of error. They do not cover the difference of their error under any circumstances, and therefore cannot claim they guarantee.I am asking that they remove their guarantee claim from their site, and that they pay me $518 they owe me due to their tax software's error.

  Business Response

  Date: 04/14/2023

  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.

  
  We understand you have some concerns about the information you entered in our system that is different from another tax preparation software. As a free DIY service, your entries are crucial to the correctness of your return. We cannot guarantee entries within another tax filing system are correct, whether they have additional questions, etc. If you would like to file an amended return, you have the option to do so within our product, through your state website or through another DIY provider.

  
  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

  Date:03/31/2023

  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 received a 2022 Tax Return through Cash App that I did not file. I do not have a W2 for 2022 to file which supports that notion that I did not file this return. I have reached out to CASH APP via email, app and phone with every representative passing me to someone else. This is extremely unprofessional and frustrating for those you are trying to resolve these errors. I have a ticket number which reflects that I notified their ************** of this error and they sent an email stating that I need to call the Customer Support Representative(whom I spoke to first) which referred me to the Cash App **************. Other people are experiencing these discrepancies as well and it is not acceptable with the unwillingness to fix the problem. I want this matter to be corrected.

  Business Response

  Date: 04/04/2023

  Hi ********,

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

  
  We were able to locate your inquiries and recognize you are concerned about seeing a 2022 tax return **** *** located within your account. We can confirm that a tax return was not filed for you in 2022 within Cash App Taxes and you have not entered any information to set up your Cash App Taxes account. The *** you provided a screenshot of in your case is only a placeholder that is automatically generated for your 2022 Cash App Taxes account to prepare you for whenever you decide to file with us for the 2022 tax year. 

  
  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

  Date:03/23/2023

  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.

  In February of this year I decided to try their tax software. Against my better judgement, turbo tax has always provided awesome customer support. However I decided to try cashapp.My entire tax return got donated to the charity neighbors helping neighbors. I've sent over 20 emails to cash app trying to get my refund back. Everytime they send me an email about some other issue. To file a fraud report with the *** or telling me that they can't change a return that I should file an amended return .I've tried calling them and they customer support will email me a link sending me through the same process in the app and nothing gets resolved or they send me this disclaimer saying how their not tax professionals that I should pay if I want tax advice.Arizona department of revenue refuses to reimburse the taxes because their not at fault. Neighbors helping neighbors won't even respond to my emails. The fact remains that I never chose to have my taxes donated. I clearly sent them my banks routing and account number and elected to have the return deposited there.It obviously was a clerical error. On the portion of the tax paperwork there's a section for gifts to charities. The amount of my return _ ****** was put in the spot next to neighbors helping neighbors. No where is there a question or spot that I chose to donate it. There's no questions or anything that would indicate I wanted them to do that. ******* keeps saying that they only respond to my choices while they assist me which isn't true at all. They alone fill out those tax forms and put in details regarding all kinds of things without my opinion. It's their fault. I just want my money I got evicted because of this whole situation. I really needed that money it's the reason I filed the return in the first place. My wife is absolutely crushed over all of this.They keep playing this circle game sending me back through the same channels I've already went through . Please help me get some resolution to all of this

  Business Response

  Date: 03/24/2023

  Hi *****,

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

  
  In the Cash App Taxes product, you went through a screen where you were able to enter the dollar amount of your refund that you wanted to donate to certain ******* charities. On this screen we provided you with the following message: Please enter the amount of your ******* tax refund you would like to donate to the charities listed below. You can choose to donate part, all, or none of your state tax refund to any ******* charity listed on the screen.

  
  In reviewing your return entries, you entered $695 in the Neighbors Helping Neighbors Program field. This amount is shown on page 14 of ******* Form 140, lines 65-78.
  We (Cash App Taxes) prepare and calculate tax returns based on your entries into our DIY product. Since you chose to have part of your state refund donated to an ******* charitable organization that is what was e-filed on your tax return. 

  
  You may be able to file an amendment with the **************** to reverse the erroneous entry you made if you no longer wish to contribute all or part of your state refund to the charitable organizations you selected when filing your return.

  
  We take the care of our customers very seriously and appreciate you being our customer. We look forward to helping you file your tax return(s) for free again next year.
  
  Best,
  The Cash App Taxes Team

• Initial Complaint

  Date:03/21/2023

  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.

  I used this app after the tax filing service was moved from Credit Karma, I downloaded the paperwork so have proof that I filed through them. They never sent the information over to the *** and tax information is not accessible through the app like it was with CK. I was able to get my 2021 transcript through the *** website and confirms my return was never filed. I never had an issue with CK in the years I used it. If you can't properly provide a service, please do not waste consumer's valuable time. This is money I use to help my grandmother and I am sure other people have bigger needs than I do.

  Business Response

  Date: 03/23/2023

  Hi ***,

  
  Thank you for reaching out to us through the Better Business Bureau to address your concerns. We understand that you have some questions about your 2021 return not being submitted to the IRS.

  
  We dont have any record of a 2021 tax return under your name and/or email address provided. We also do not have a record of any cases being filed requesting details of the status on your 2021 return. 

  
  If you would like to reach out and start a new ticket with us, by logging into the Cash App account you used to file your 2021 return with us, we would be happy to review your account.

  
  We take the care of our members very seriously and we 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
  

  
  

• Initial Complaint

  Date:03/20/2023

  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.

  I planned on filing my taxes as usual. I filled everything out correctly. **** app said I owed almost 6k in state taxes. I didnt believe that was accurate. So I used turbo tax to validate the findings and used all the same data. With turbo tax my state return was 289 dollars. This is a huge discrepancy and no one at cash app cares to dig into why this would be happening. I urge users to fill out taxes using another service and compare the results. This is unacceptable and could potentially lead to a lawsuit if people start catching on.

  Business Response

  Date: 03/23/2023

  Hi ********,

  
  Thank you for reaching out to us through the Better Business Bureau to address your concerns. We understand that you have some questions around your return calculations.

  
  We dont have a record of any cases being filed regarding your concerns. As a free, DIY tax preparation service, your entries are crucial to the calculations on your return.

  
  If you would like to reach out and start a new ticket, we would be happy to answer any questions you may have regarding how your return is calculated.

  
  We take the care of our members very seriously and we 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