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:04/17/2025

  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.

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

  This is the only information I can find from their email. They do not give a phone number 

  thank you 

  **** Colapietro 

  Business Response

  Date: 04/24/2025

  Hello,

  Per your request we have processed your refund. Please note, this return was rejected by the *** due to the taxpayer date of birth not matching the *** database (IND-524).  We show no support requests (phone, email or online) on this account.

  Please let us know if you need any further assistance.

  Sincerely,

   

  E-file Customer Care

  Customer Answer

  Date: 04/29/2025

  They reimbursed me after contacting you!

  thank you!

• Initial Complaint

  Date:02/14/2025

  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 February 4th I filed my taxes for free through ********** February 13th received my refund though Santa ******* products tax group. I was suppose to get $580 and only received $243. I have reason to believe e-file shared my information with a non accredited 3rd party tax group to receive my refund and got scammed.

  Business Response

  Date: 02/16/2025

  Hello,

  I am very sorry for any confusion with this. What you have received thus far is your state tax refund, your federal refund is still processing. It looks like your federal refund (expected $583) shows an expected arrival date of 2/20/2025.

  Now, I am showing you did qualify for our free basic federal software. There is a fee, however, for our state filing software. You chose to pay this using the proceeds of your refund. When taxpayers select to pay with their refund, the refund must go to a third party financial institution (like an escrow service). The financial institution receives the taxpayer's refund, pays ********** for the software and deposits the balance to the customer.

  I apologize for the confusion with this. For further assistance with this, please call ************ (M-F 9:00 - 5:00 eastern) or email **************************** and one of our account specialists will be happy to try and assist you. 

  Sincerely, 

   

  ********** Customer Care

• Initial Complaint

  Date:02/13/2025

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  Business Response

  Date: 02/16/2025

  Hello,

  It sounds like you may have called a non-support phone number. We do offer telephone support. The automated message that you likely heard should have contained instructions on how to access support online or over the phone. I have requested support to reach out to you. They can provide assistance or a refund if you prefer. 

  I apologize for the trouble with this.

  Sincerely,

   

  ********** Customer Care

• Initial Complaint

  Date:05/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally tried to file my taxes with this company but my tax returns (state and federal) were rejected. I filed directly with the **** I waa told that Federal taxes were paid and I just got a notice from the *** daying I still owe money. I tried reaching out, but no response, I want my money back, becase the filing was nkt successfully completed. THEY DID NOTHING

  Business Response

  Date: 05/03/2024

  Hello,

  I am very sorry for the trouble with this. According to the information on your account, we transmitted the return that you prepared on 2/14, the *** initially rejected this and required that you make corrections and retransmit it. You were notified via email and it was also posted inside your account. It appears that you logged back into your account on 3/28 but we have no record of you attempting to correct and resubmit your return. We've checked our telephone and email support records and can find no record of attempts to reach us using your email or phone number.

  I have requested that one of our support specialists reach out to you to provide you with assistance on correcting and retransmitting your return.  You can also reach our support team directly by emailing ****************** or calling ************ (M-F 9:00 - 5:00 eastern).

  We apologize for the difficulty you had filing your return.

  Sincerely,

   

  E-file Customer Care

   

• Initial Complaint

  Date:04/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my tax return in February and returned today to file, I found that I was billed for an "Upgrade" and and **************** but there was no where to click to tell me what these services are nor can I decline them. The site only lets me move right to filing or start the whole thing over. It does not elaborate on fees they charge anywhere. I was charged $103 to file w/ a 50% off promo code that gave me $41.94 off my total/ I know I declined extra services and don't appreciate having my bill jacked up. I will not be filing my taxes on this site next year. **************** is email only, phones are closed.

  Business Response

  Date: 04/18/2024

  Hello,
  
  I am very sorry for any confusion with this. We offer free federal filing for those who qualify for our basic software. There is a fee for our state filing software and also a fee for our deluxe or premium software which is often used with more complicated returns. It looks like the Form 5329 (to determine the additional tax on your early retirement withdrawal) and also the Schedule 2 (additional taxes needed for your return) were required with your filing and since these are not included in our basic software, the system upgraded you to the appropriate software. I am glad you were able to locate and use a 50% off coupon, for this. Now, I looked into why you were unable to reach our support team by phone, it looks like you attempted to call late in the evening on April 15th and at this time phone support was no longer available, it does not appear that you attempted to reach support by either email or through the online request form. I am very sorry that you had difficulty reaching our support team. For future reference you can reach our support team by calling ************ (M-F 9:00 - 5:00 eastern) or emailing ******************. If you require any further assistance, directing your request to one of these is the fastest way to receive it.

  Sincerely,

   

  E-file.com Customer Care

• Initial Complaint

  Date:03/27/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  Customer Answer

  Date: 04/02/2024

  Tell them to mail my refund to *************************** ***************************

  *****, **. 44314

  Business Response

  Date: 03/30/2024

  Hello,

  This user required a tax form not included with our free basic software. The Form 4137 for SS and ******** on unreported tip income was needed and thus the system upgraded them prior to checkout. The prices are listed at checkout and the change would have been noted in the top left side of the website. With that said, as a courtesy, we will refund this user for what they paid for our software (we cannot issue a refund for the bank fee when paying with a refund, just the software cost that was paid to E-file.com). Now, since they paid using the proceeds of their refund, we must either mail a check or Paypal the refund. Please let us know if they would prefer a refund via check or Paypal payment. If you would like Paypal, I simply need the Paypal account email address. If a check is preferred, I will need them to confirm the correct mailing address. Unfortunately, we do not have a way of refunding the fees which the bank charges when a user pays with their refund. Please let me know which refund method they prefer and we will proceed with this request.

  Sincerely,

   

  E-file Customer Care
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  I just want a refund for the service I paid for then I will be satisfied I’m not sending 100 documents Just to prove my identity, I gave him Social Security number I gave Them my drivers license Almost everything 

  Business Response

  Date: 02/08/2024

  Hello,

  I am very sorry for the trouble with this. This issue can happen if the image size is too large in the electronic email change request form. I have requested that a support specialists reach out to you directly. Please let us know if you need any further assistance. 

  Sincerely,

  
  E-file.com Customer Care

  Business Response

  Date: 02/29/2024

  Per this user's request, we have refunded their purchase. For the record, the user did submit an email change request but they did not include their SSN or the previously used email address. Also, they only sent 1 ID instead of 2. If the previously used email does not match we require 2 IDs.  They were asked for the additional information, but did not contact us again after that. 
  
  
  Sincerely,
  

  
  

  Customer Answer

  Date: 02/29/2024

  I accept the refund but I did in fact provide all the information I needed except for a birth certificate but if I received my refund this argument is closed and I have filed elsewhere and will never use the e-file ever again.

  Sincerely, ******** ************. 

  
  

  
  

  
  

   

• Initial Complaint

  Date:02/02/2024

  Type:Service or Repair 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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  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. 

  Regards,

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

   

  Business Response

  Date: 02/08/2024

  Hello,

  I am very sorry for the trouble with this. It appears that you elected not to pull forward the information from the previous return that you prepared with us. Instead you manually entered a Prior Year AGI that did not match your accepted 2021 tax return. When information is entered by a taxpayer that does not match what the *** is expecting it can result in a filing being rejected. Typically, when this happens you just need to either correct the filing and re-transmit (free of charge) or print and mail it. It looks like you emailed us shortly after it was rejected and we provided specific instructions on how to correct your AGI and retransmit your return. Unfortunately, it appears that you did not make any attempts to resubmit this return until 7 months after it was initially transmitted, at which time, the *** was no longer accepting electronic transmissions. As such, support let you know that you would have to print and file by mail your tax return.

  I apologize for any difficulty you had transmitting this return.

  Sincerely,

  E-file.com Customer Care