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:08/26/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We have been using ATX software as a tax group to share the workload in the past 7 years. We purchased ******* for 3 users and 2 additional charges in year 2024 based on ******** ********, Senior sales business renewal consultant from *** customer Support.Recently we received unreasonable invoice $10,374 claiming additional office setup for year 2024. We believe this charge is unfair and fraudulent.The license was clearly for 5 users which we paid in full. Usage should be measured by licensed users, not by IP addresses. *** should not permit to install if the user identifies multi-installation. There is misleading information to allow the user to install then later unexpected invoice saying different IP address to be charged extra fee.I am a laptop user and bring my PC to travel either *******, ********** or **********. How could I prevent extra charge if ATX only recognition of different IP addresses?We attempted to contact Wolters Kluwer for customer support for a couple of weeks with endless emails and phone calls, but no efficient response and the billing department triggered the collection action.We paid 2025 license fee for multiple 5 users by end of May 2025 and not receiving 2025 installation process yet. At this point, we should consider switching different tax software if *** does not provide the appropriate resolution to waive 2024 additional unaware charges.We respectfully request that Wolters Kluwer waive a $10,374 invoice and honor our long-standing relationship/willingness to continue using your tax software going forward.

• Initial Complaint

  Date:08/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Our group has used ATX tax software for over 10 years under the same circumstances without ever receiving additional charges. We purchased ATX MAX for 3 users and 2 additional users (a total of 5 PTIN users), with an annual cost of about $3,000.A few weeks ago, Wolters Kluwer issued us an unexpected invoice for $10,374, claiming we triggered an ***************** Setup due to recognition of different IP addresses. This charge is unreasonable, unfair, and misleading.1. Licensing Misapplied Our license is based on 5 PTIN users, not IP addresses. Professionals work from both office and home. If every IP is treated as a new office, even a home installation would create artificial charges. Further, VPN use can generate different IPs, but that does not equal a new office.2. *************** Flaw If restrictions truly exist, the software should block installations at *****. Instead, *** allows use freely, then issues large retroactive invoices. This is a trap for customers.3. No Prior Warning *** never provided any alert or notice. We had no opportunity to correct potential issues before receiving an excessive bill.4. Usage Records Already Tracked **** efile history database clearly shows we operated within licensed limits. We have not exceeded user counts or engaged in misuse.5. **************** Gap We contacted ******************** for resolution but received no effective support or explanation.Desired Resolution: Cancel or fully adjust the $10,374 invoice and honor the original license agreement (ATX MAX for 3 users + 2 additional users at about $3,000).We value ATX but expect fair billing, transparency, and proper customer support. Without resolution, this constitutes an unfair business practice and causes undue harm.

• Initial Complaint

  Date:08/05/2025

  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 received an invoice from this company for $513.29. Googling the information it appears to be a for a textbook. I never purchased this textbook. I never received this textbook. In fact, about a week prior to receiving this notice my credit card company alerted me to possible fraud in this amount. I confirmed it was a fraudulent charge and declined the charge.

  Business Response

  Date: 08/06/2025

  We received your concern from the Better Business Bureau of Silicon Valley Consumer Complaint #******** (R-001), and responded to the complaint with the following message.
  
  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and confusion you experienced.
  
  Upon reviewing order K1423633, we found that while an online order was initiated using your billing information, it was submitted as a proforma order and was never processed for fulfillment. This type of order remains pending until an alternate payment method is provided. We have confirmed that no charges were made to your credit card, and the proforma order has since been canceled.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. Were here to help.

   

  Thank you,
  
  ***** ******
  Customer Service Manager
  Health Learning, Research & Practice
  
  Office ************
  ***********************************************************************

• Initial Complaint

  Date:07/30/2025

  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.

  ********* their registration service. They continue to bill me. Have left repeated messages over last 16 months as instructed on their involve. No messages are ever returned. They continue to bill me in spite of this.

  Business Response

  Date: 08/12/2025

  ************** has reviewed the invoices in question and will void all to a zero balance.  The customer will no longer owe for the invoices listed on the collection notice.  We will investigate as to why no one contacted the customer despite reaching out to our Collection Department. 

• Initial Complaint

  Date:07/29/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Wolters Kluwer Client ID: ******* Invoice Number: ********** Amount Charged: $10,374 Contract No.: ******** I am encountering significant issues with the billing department. Wolters Kluwer has charged me $10,374 for ATX software installations across multiple locations. As a loyal ATX user for over a decade, *** recently faced persistent slow connection speeds when accessing ATX remotely from home to my office. To resolve this issue, I installed ATX software on my home PC and attempted to e-file directly from there, but the connection speed remained poor. Subsequently, I replaced my PC and installed the software on a laptop as well. Additionally, I moved to a new residence and, while traveling abroad, purchased another PC and installed ATX to test its functionality. I understand my situation is somewhat complex. The billing department claims *** is installed on six PCs, but I only recall installing it on five. My primary usage occurs at my office and home, which are the two main locations with active e-filing. The other installations were used briefly for minimal file access and occasional e-filing. My account manager, ********, acknowledged my situation and mentioned he had also attempted to contact the billing department on my behalf. I explained that I was unaware of the terms regarding installations across multiple locations and provided context for why these installations occurred. Despite this clarification, the billing department denied my dispute and escalated the invoice to a collection agency. This charge is unreasonable. Wolters Kluwer could have implemented measures to prevent unauthorized installations, as many software companies restrict installations by locking IP addresses to specific locations. If such restrictions had been in place, I would have been aware that installations in other locations were not permitted.I have small tax firm with only 1 employee. My gross receipt is only around $100,000. Please resolve my case.

• Initial Complaint

  Date:07/15/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have purchased and used ATX tax software for several years, I pay for the annual subscription in the $2,200 range. That is paid prior to the tax season in August-December. In May of 2025 I received an additional invoice of $7,241 claiming a breach of license agreement. I have e-mailed and called on the phone more than 10 times disputing this invoice. I am only allowed to talk to a customer agent and they will not transfer me to anyone who can resolve my complaint. They only say they will note my call in the file that it is currently under investigation. I have not been contacted from the investigation division, I have not been given any way to contact the investigative division directly, I have not violated the license agreement. As of this date the invoice is still active and they say if it is not paid it will be referred to collections and they will suspend my account. Attached is an email referencing the invoice with a name and contact info. I called the number which came back as not a valid number, I emailed with no response. I would like ******* Kluwer to cancel the invoice as I have not violated the license agreement.

• Initial Complaint

  Date:07/08/2025

  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.

  On May 22, 2025 I experienced technical difficulties accessing the website ***** Visual Guide to Physical Examination. Upon communicating with staff, I was instructed to purchase a bundle that includes both a physical copy of a text and digital access to services. Unfortunately, this was not the correct troubleshooting process because the purchase did not grant access to this specific online service. The textbook never arrived in the mail. It is unethical to promote an unrelated purchase to troubleshoot technical difficulties. I would respectfully ask for a full refund on this order.

  Business Response

  Date: 07/10/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the inconvenience and confusion you experienced.
  
  After reviewing your order and the circumstances surrounding your purchase, we discovered that the version of the product you selectedincluding the print textbookwas not intended to be available for purchase at the time. We understand how this may have led to frustration, especially when you were seeking assistance with accessing the ***** Visual Guide to Physical Examination.
  
  As a result,we have issued a full refund for your order. You should see the refund reflected in your original payment within 7-10 business days.
  
  We appreciate your patience and understanding and are taking steps internally to ensure this issue does not happen again. Please don't hesitate to reach out if you have any further questions or need additional support.
  
  
  Thank you,
  
  ***** ******
  Customer Service Manager
  Health Learning, Research & Practice
  
  Office ************
  Fax ************
  
  ***********************************************************************
  
  Wolters Kluwer
  *******************************************************************************************************
  
  ******************************
  
  

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The company sold tax software which did not work and had lots of errors. I attempted many times to report and have the problems fixed and ****** Kluwer ignored all requests. I attempted many times to contact them about issues and cancel the software purchases and also told them I am not using as it does not work and had to purchase another program so I could complete clients Tax Returns. They ignored all my requests and now are attempting to renew my purchase when again have told them I am not interested. It is my belief this company is a fraud, a scam. They make it virtually impossible to contact anyone and ignore all requests.

• Initial Complaint

  Date:06/02/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Invoice Number Client PO # Reference # Invoice Date Due Date Amount Due ********** ********** 11/05/24 12/05/24 USD ******** ********** ********** 11/05/24 12/05/24 USD ****** ********** ********** 12/01/24 12/31/24 USD ******** ********** ********** 01/01/25 01/31/25 USD ******** ********** ********** 02/01/25 03/03/25 USD ****** ********** ********** 05/01/25 05/31/25 USD ****** Fraudulent Request of Balance as of 5/28/2025 ********* I am requesting Wolters Kluwer cancel the above invoice(s) and account account Medium: **********, in the amount of $ 18, ******. In November 2024, I signed a contract for Wolters Kluwer tax software that I nor any person within my company was able to access. From November until December several failed attempts to communicate with the sales rep ******* ****** and the support services regarding the services "promised" by Wolters Kluwer were never fulfilled. I contacted Wolters Kluwer and ******* ****** about not being able to access the software. After receiving no response and no support services, I requested to have the account cancelled. And since no funds were ever exchanged, I am requesting that the invoice for the account be removed and the account closed.Since I made the request to have the account closed in December 2024, Wolters Kluwer continued to invoice me demanding payment. However, no one has reached out to provide support to access the *********** continuing to charge for services never rendered is unfair business practice on their behalf.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 company keeps receiving invoices from Wolters Kluwer. We don't have an account with them, we don't use their services, we have never signed up.