Complaints
Customer Complaints Summary
- 17 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/12/2023
Type:Product IssuesStatus: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 income tax return via e-file on 4/14/2023. I received a pdf with a copy of my return. I have checked with my bank about my refund several times and have not received anything. Next I checked with *** site where’s my refund. I couldn’t get any information from them. I can’t get into my e-file account despite repeated efforts to reset my password. It also says my username is wrong even though it’s the same username they give me to use. I cannot find a phone number that provides access to an actual person. Only the options to file complaints online via my account which I can’t access. I want to speak to an actual alive e-file representative who can answer my concerns.Business Response
Date: 06/14/2023
Hello,
After receiving this complaint we attempted to contact the customer several times via their phone number. Each time the support specialist attempted to call, they received a busy tone and the call instantly disconnected.
Looking at this account, it shows that the user prepared and printed their return on 4/14/2023. However, they did not proceed with the steps necessary to transmit it electronically. The purchase this customer made was for the software which was used to prepare their tax return. Taxpayers are free to print and mail their filing or transmit them electronically once the return is prepared.The recent access log shows that this user attempted to login using an incorrect password. The account was locked for security as a result of too many unsuccessful attempts. I do not see any recent attempts to update/change the password to allow access to the account.
Since we were unable to reach this customer on the phone number which they provide, our support agents have emailed them and we will attempt to resolve their issues through email.Sincerely,
E-file.com Customer Care
Initial Complaint
Date:05/23/2023
Type:Product IssuesStatus: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.
18 of April we fill up the e-file program for tax return. The program sent back everything with "rejected" 10 days over we try communicate this office in writting. They gave always same answer what not worked . Finally I sent the tax return on mail for ***. They the free program charged ,$29.9 I asked what I paid if coustomer servise wrotte me this was free.( **** ******* ***** ********) I would like get back my money because they program doesnt work. They couldn't provide evidence for my taxreturn. Last email I asked them, but they looks like no read what we read , again sent ****** ********.Business Response
Date: 05/29/2023
Hello,
I am very sorry for the difficulty you have had with this.
It appears that you used our software to prepare a tax return and that this return was electronically transmitted to the ***. Unfortunately, the *** initially rejected your return because the figure that you entered for your spouse’s AGI did not match what the *** was expecting. The prior year AGI (Adjusted Gross Income) is what is being used to digitally sign your return. Digitally signing is an *** requirement, and only required when electronically transmitting your tax return. This is what is being used to help combat taxpayer fraud.
Typically, when a return is rejected, you just need to either correct the filing and re-transmit (free of charge) or print and mail it.
Now, we cannot guarantee that the *** will accept a user’s electronic transmission. Nor can any other tax software provider. As our Terms of Service state, we charge for the calculation and preparation of a customer's tax filing (not electronically filling it). With that said, as a courtesy we have gone ahead and refunded your purchase in full.Sincerely,
E-file.com Customer Care
Initial Complaint
Date:04/25/2023
Type:Sales and Advertising IssuesStatus: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 am upset with this company because they do not have a customer service support line to help me with a log-in issue. I do not have my email address - - and because of very stressful situation of having to flee from domestic abuse, i do not recall all of the login information - - It should be very simple to contact someone and get my login - - but I have endured undue delays and distress in regards to handling this because of THE COMPANY not having an email or customer support line. If the company can't handle the volume of requests - - then they shouldn't be allowed to handle something as vital as FEDERAL TAX RETURNS.Business Response
Date: 04/26/2023
Hello,
I am sorry for any difficulty you've had with this. I am not showing an account associated with the email address "***************************". Can you confirm that you are attempting to access an account on www.E-file.com (with a hyphen between e and file)? If you are trying to access an account on www.E-file.com, and having trouble logging in, you can email ****************** for assistance with this.
Sincerely,
E-file Customer Care
Initial Complaint
Date:03/17/2023
Type:Product IssuesStatus: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.
We have been a customer for years and had a few questions we sent the questions months ago and no one has responded now we have yet another question... My Husband received a W-2c Corrected Wadge and Tax Statement from work after the taxes were submitted... how do we enter this information in and submit it to the IRS through the website?Business Response
Date: 03/18/2023
Hello,
I am very sorry for the trouble with this. Can you please confirm that you used the website www.E-file.com (with a hyphen between E and file) to prepare your tax returns? We can only assist taxpayers who are using the website E-file.com. I do not see an account associated with this name, email or phone number on E-file.com.
Sincerely,
E-file.com Customer Care
Initial Complaint
Date:03/14/2023
Type:Billing IssuesStatus: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.
When I filed my taxes I ended up being charged $60.94 when I selected the option to file for free. I emailed E-File to ask why I was charged this amount and they replied, "The Free Edition is available to filers that have a simple return. Once you have entered an item that no longer qualifies for the Free Edition, you will see the Deluxe upgrade for $27.99. Your return no longer qualifies for free due to the following: You claimed the ****** ****** *** ****** (****)." So I replied and wrote, "Thank you for explaining that the Deluxe upgrade is $27.99, but the amount deducted was $60.94. $60.94 minus $27.99 equals a $32.95 difference. You owe me a credit of $32.95 so I would like for you to tell me how to apply it to this years tax filing." They replied and said, "Our records indicate you selected yo use the File & Go option to pay your fees and receive your refund. As previously stated, your federal return was $27.99. The fee to use File & Go is $39.99." I partly replied, "$39.99 plus $27.99 equals $67.98. I paid $60.94 so apparently something is not adding up here. Even if it does add up I was misled by E-File about the pricing. There are MANY complaints when doing a search on your company that say you are SCAMMERS. I agree and will be filing a complaint(s) about your company. I assume you don't care though." My case # with them is: Support Request - Case{************************************}Business Response
Date: 03/17/2023
Hello,
I am very sorry for any confusion with this. I do not see a purchase/tax preparation associated with you account this year. Are you referring to a filing that you prepared in a prior year? Thank you for your assistance with this as I continue to investigate.
Sincerely,
E-file Customer Care
Customer Answer
Date: 03/19/2023
[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: ********
I am rejecting this response because: I filed with them in 2021 and gave my case # with this complaint for reference. Here is the case # again, Support Request - Case{************************************} with E-File.
Regards,
**** *******
Business Response
Date: 03/23/2023
Hello,
I am very sorry for any confusion with this. When you filed with us a year ago, your filing situation did not qualify for our free filing software. The software you needed normally costs $27.99. It appears that you used a coupon code that we provided to receive 25% off this price. This reduced the cost of our software to $20.99.
As for the $39.95 fee, it appears that you chose to pay for our software with the proceeds of your refund rather than a credit/debit card. When taxpayers select to pay with their refund, the refund goes to a third-party financial institution (like an escrow service), when the financial institution receives a taxpayer's refund, they pay us for the software and deposit the balance to the customer. This is the fee for the financial institution to provide this service.
As a courtesy, and per your request, we will go ahead and refund you the $32.95 that you are asking for. Please note, the fee that we received for our software was $20.99. Let us know if you would prefer your refund via check or ****** payment. If you would like ******, I simply need your account email address. If you would prefer a check, I need you to confirm the correct mailing address.Sincerely,
E-file Customer Care
Customer Answer
Date: 03/25/2023
[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 and would like to receive my refund from E-File by check.
My mailing address is:
**** ******* **** ******** *****
************ ** *****
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