ComplaintsforTax Defense Network ™

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been making payments for the last 4 and a half years to the *** and always make make payments on time. I always have to call *** ask what my balance is and sometimes dont get a response. My representative of the company no longer works there and I have made several calls but nobody can direct me in the right direction or give me who is representing me now. I am now getting calls from other companies and they say this should have been taken care of along time ago especially with the new tax relief programs. I have left messages for them to call me back but have yet to receive any call backs.

  

  Business response

  04/18/2024

  Our team has had the opportunity to review this matter internally and assist this client with their concerns. While we worked with this client in the past and completed their services in 2021, they continued to receive assistance from a former associate of our company. Being unable to reach this individual and still believing them to be associated with us, they felt our team was ignoring their contact requests. 
  
  We have, since receiving their feedback, connected with them and assisted them with their inquiry. 

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company too money from my payments. Have never done anything to get the process started. 5 times now someone was to get back to me and they always choose to not reply of start working on my case.

  

  Business response

  04/18/2024

  We are glad this client reached out to us to express their concerns. Based on our records, their case was closed in February 2024 due to a lack of necessary documentation. They've recently contacted our team to provide this information and move forward with their services. We want to apologize for any delay in communicating with this client in their attempts to reactivate their services, as we understand this was very frustrating for them. 
  Our team spoke with our client on 04/09/2024 and discussed the documents needed to move forward. As of 04/18, we have not received a response but will continue to contact them to resolve this matter. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 10th 2024 I spoke with a gentleman who's name is *****. He asked if it was State or Federal, I replied, I'm not sure, I closed out a 401k to purchase a home. Few months later I have open heart surgery I'm out on recovery with no earned income coming in. ***** stated that it certainly sounds like i/we can surely help you with this. January 15th i called back to proceed. A third party calls me and asked me the same question as *****, is it State or Federal. I told her what I did and she immediately said that there really isn't anything they could do because it was a 401k. I truly believe ***** miss lead me and have tried calling, leaving messages, no return calls. E-MAILED a few times only to get a return e-mail with phone number ************ that was nothing too do with ***********. Email back asking for a different number. ************************************* responded back with #************ which I believe was a fax #. That was March 27th. I need some help. I'm getting nowhere. Just would like my money returned. I did not use there service at all. Would not recommend ??

  

  Business response

  04/08/2024

  Our team is a bit confused about this feedback as it appears our team spoke with this client on 01/10/2024 and discussed that their IRS debt originated from a 401K withdrawal. In this conversation, we reviewed the installment agreement options available to them and how we would work to accomplish this resolution. Our client chose to review the provided information independently and contact our team in the future. 
  When we spoke to the client again on 01/17/2024, they decided to proceed with services, which our team began on 01/19/2024. 
  Despite many attempts by our licensed tax professionals to reach the client via phone and email, we didn't successfully reach them until 03/06/2024. In this call, the client informed our team that they would not proceed with the services as they had received incorrect information from their consultant. Their decision was the result of a conversation they supposedly had with another individual from our company. After a review of our contact records, we are under the impression that a representative or individual from another firm or company has contacted our client and provided misinformation about our services, as we do not have a record of this conversation. 
  
  We have provided a contact number for the client to contact us, but if they are having trouble getting through, we would be happy to connect them with our *********** Team. They may also reach this department by calling ************** Monday - Friday, 9 AM - 6 PM EST. 

  Customer response

  04/15/2024

  I'm not sure what I was supposed to do. I thought there was a 2 week window for them to respond?

  Customer response

  04/18/2024

  I would like the chance to call them and try to resolve. Today is my first time seeing there email. Had ***** told me that closing out a 401K there would be penalties  I never would have called back  a week later and given my card # over the phone. I was ***************.        Thank-you

  

  Business response

  04/19/2024

  As mentioned in our previous response, the impact of the 401K withdrawal caused the *** debt that the client called our company for assistance with. Our team attempted to reach this person regarding this matter when their concerns were first submitted but did not receive a response. 
  
  If they have additional questions about their experience, they may contact our *********** Team at ************** for further assistance. 

  Customer response

  04/21/2024

  Hi, I have reached out to them on Friday April 19th and left a message. Haven't received a response from them yet.

  Customer response

  04/23/2024

  Hi BBB, WE HAVE REACHED AN AGREEMENT. THEY WILL BE ISSUING ME A FULL REFUND.  THANK YOU SO MUCH FOR YOUR HELP.                                                  SINCERELY,  ***********************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I contracted with this company for credit repair services in September 2023 for my daughter and I which I was quoted and agreed to pay ***** for myself and ***** p/month for my daughter They have drafted ***** x 3 as well as ***** per month since September which is more than twice the agreed upon amount. Additionally, zero credit repair services have been rendered. I requested to cancel in January but they continue drafting my account as recently as yesterday. I also requested a full refund which totals upwards of $2,000.00 but they have yet to do so or respond to my request. The most recent drafts caused my account go into overdraft which caused additional financial harm.

  

  Business response

  03/29/2024

  Our team has thoroughly reviewed this matter with our client and determined that an accounting error has impacted their finances and experience with our company. We sincerely apologize for any inconvenience this matter may have caused and have taken steps to rectify this issue to ensure it does not occur again. 
  
  Our client has also had the opportunity to choose the best resolution for this matter based on the options made available by our team. We have received and implemented their request as a means of compensating for the error that has occurred. 
  
  While they have already spoken with us about this matter, additional questions or concerns can be communicated with our *********** Team by calling **************. 

  Customer response

  04/10/2024

  Tax Defense Network made an offer to resolve this issue and I accepted.  I am satisfied with the outcome and do not have any other issues, concerns or complaints regarding this company.
  

  Your assistance with this matter is very much appreciated!

• Initial Complaint

  03/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I got the Tax Defense Network contact information online, (**********, but it was it was listed a Tax Relief company. When I call their agent, ******** **********, told me they are a tax relief company that work with the IRS but their company name is Defense Network. After he took all my pertinent information, he said he needed to check my credit, that include my driver's license and social security number. He began using intimidating approach to put fear, (rushing me to complete all the transactions need to summit the money to pay for the services), in me about the amount of down payment and monthly payments for their services towards enrolling me in the IRS Tax Relief program. Refused to give him the money requested for the services which would cause me even more hardship. I did sign the release to check my credit and for a lender before I realizes what was happening. I felt mislead about having to get a lender), so I refused the service when he told me the amount, ($**** – he told me to come up with a monthly payment about. I told him I needed to discuss it with my husband. Then he said just give me any amount and we would work it out after getting a lender. But when, he returned to the phone, he said I had to pay **** and **** per month,) I would have to pay. I never gave him any money. What do I do about signing for through DocuSign on **********

  Customer response

  03/21/2024

  I would like a statement from Tax Defense Network stating that they will delict my information and that they have accepted that I don't won't their service.

  

  Business response

  03/21/2024

  Our team received these concerns from the client on 0********* and immediately worked to ensure they had the information necessary to alleviate their apprehensions about this situation. 
  We understand providing personal information can cause someone to feel uneasy, but it's never our intention to make a person feel pressured into pursuing our services.  
  
  An email, addressing the client's credit concerns and loan application, was sent on ******** ** *** email address on file and has been attached for BBB review. 
  
  If this person would also like us to remove their information from our systems, we can do so. They may contact our Client Care Team at (**** ******** if they have any other questions or concerns. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Made an inquiry when unemployed that my tax burden was beyond my means to pay. Was informed if I paid $2,000 and/or $500 monthly my tax burden would be forgiven over time and my monthly payment obligation would cease. Was informed by the individual working on my case that this program was not as described and services offered would not occur.

  

  Business response

  03/29/2024

  Our team is committed to providing satisfying and beneficial services to our clients. Based on a review of their file, the resolution option offered to them does not match their circumstances, which is something our team is disappointed to have found. 
  We have performed an internal review into this matter and, in the meantime, realize that our services are not to the best benefit of this client. They have been in contact with our *********** Team and will continue to speak with them directly regarding the resolution offered for this matter. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received a ***** notice in the mail, and couldn't get through to the IRS due to extended wait times/being hung up on... so I reached out to this company to help me. They told me I had no options unless I was going to pay my tax amount due in full (not true - IRS ended up directly offering me a long term payment plan) and needed to secure they services immediately with a payment of

  

  Business response

  03/18/2024

  The information in this complaint is not an inaccurate reflection of the client's services and contradictory to their signed agreement, which lists an Affordable Settlement Plan as the resolution option our team would provide them.
   
  Our client has apparently chosen to address their tax matters independently, though this seems to be the first communication with our team about this matter. We can certainly discuss how best to address the potential closure of their account. A management team member will contact this person very soon to discuss this further and our refund policy listed in their service agreement. 
  
  A copy of the service agreement is attached for the client and BBB review. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took 8 1/2 months to incomplete on ******/Loss statement. Called stating they did not include husbands profit/ loss statement in contract after asking for documents and after ******* quit 8 months in. Taxes never started on our joint filing. And blamed the customer, me for their error. Then wanted to charge more for their error and try to blame customer, saying customer never ordered that service. Which I did. I was offered to cancel with prorate for the work that was done, which took 8 months! And I should get full refund at least.

  

  Business response

  03/07/2024

  Our team has reviewed this matter thoroughly and determined we were not appropriately informed about this client's business expectations or about intentions before completing their current service(s). 
  We provide various resources and services to our clients, but they must understand that we can only provide what is requested. When our team asks if there are questions or concerns, that is the time for our clients to make us aware of any additional services or service expectations that do not align with their current contract. 
  Based on this person's experience, the additional cost for added service(s) is valid, and the payment for services already provided to them does not qualify for a refund. 
  
  If they would like to discuss this matter with our *********** Team, they may do so by calling **************. 

• Initial Complaint

  02/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I call Tax Defense Network to help with my current tax bill. I spoke to an attorney who after reviewing my monthly expenses she informed me that i would qualify for the program. She then offered a payment plan for ******* a month for the company to work with the *** as part of the Fresh start program. I enrolled in October and the first payment was due in November. I paid Novembers and December. I was then assigned an actual attorney who reviewed my case and she informed me that i was not eligible for the program and that i would receive a full refund of $400.00. I received $200.00 not the $4000. as promised. when i called the company to inquire about the full refund i was told that they worked on my case and i should only receive half back. This is not acceptable given the fact that the first attorney had me sign on under false pretenses. This is a scam. This company tells customers they could receive help, gets them to sign on for a 3500 loan just to be told by an actual attorney that they do not qualify and then they keep half the money.

  

  Business response

  02/23/2024

  Our company has remained true to our word in initiating a return of funds to this client. They did, however, utilize a third-party service that provided a loan as their form of payment to our company. As a result, the lender could only return the principal payments paid. The funds for this account are no longer with our company, as they were returned to the lender following the closure of this client's case. 
  
  We understand this is disappointing, but it is the unfortunate result of utilizing a loan as a payment method. Our team has already had the opportunity to speak with this client about this matter, and we understand they were looking for an alternative response by submitting this feedback. Sadly, it does not change the circumstances regarding their refund.  
  
  If they would like to discuss this matter with our team, they may speak with our *********** Team once more by calling ************** for further clarification. 

  Customer response

  02/26/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21319107

  I am rejecting this response because: I spoke to the financial company and they informed me the amount to be returned to be instructed by the company was $200.oo so they cannot issue the full amount. This is an issue between Tax Network Defense and Special Finance to work out. Not me. I'm being bounced back and forth between companies and I want my money back. I understand my case is closed with your office,  but your company offered the financing through your company and I was connected and approved through your company and I paid them for the work your company was doing and now it is your turn to call them and make this right. I want my money back.

  Regards,

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

  

  Business response

  02/26/2024

  The information provided to this client is not entirely accurate based on the terms of this client's loan agreement. If they would like to speak with our team about this issue once more, they may contact our *********** Team at ************** for further assistance. 

  Customer response

  02/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21319107

  I am rejecting this response because: the terms are the agreement were not a part of the discussion when ****************** concluded I was ineligible for the program. She contacted her supervisor who approved a full refund she then apologized to me and told me to expect a full refund.The first attorney reviewed my case and told me i was eligible to get me to sign up. I want my money back

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

  

  Business response

  02/27/2024

  As already discussed with our team in January of this year, the circumstances of this reimbursement were determined by the method utilized to pay for services. As a loan was the primary payment method, the amount eligible to be returned only includes the principal payments made to the lender. 
  
  We have asked numerous times that our former client contact our *********** Team to discuss this matter further but have received no attempts to communicate with our team to address or resolve this matter. 
  
  When they are willing to discuss this issue with our team, we will be available to assist them. We hope to hear from them soon. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  7 months ago I hired Tax defense network To work on my state tax returns.For 7 months they done nothing but make a phone call to the state about my tax record. But, yeah, they were continuing to withdraw money from my checking account. . the weather around cell phone. The state began to garnish 2 weeks ago, cause they done nothing. ********** now garnishing 25% of my monthly income. I called a manager and spoke with him about my problem I was having. He agreed also, that nothing had been done. He said if I wanted to drop them he understood and He had no problem with that. I asked for a refund, but they said they were only going to pay me 50% of what I had paid them.

  

  Business response

  02/21/2024

  Despite our client's feedback and dissatisfaction with his services, there doesn't seem to have been a lapse in process throughout their service experience. During our client's time with us, we failed to receive the necessary documents to efficiently and quickly address their tax matters, which sadly, resulted in aggressive action from the IRS. 
  Our refund policy is clearly listed in our client contracts and has been reviewed with the client thoroughly. They have received the offer appropriate for their circumstances, which can be fulfilled once the client agrees. At this point, we have received no communication from them, so there is no action for our team to take.
  
  If our client would like to speak with our *********** Team about this matter again, they may do so by calling **************.

*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. ↩