Complaints

This profile includes complaints for TaxSlayer.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  TaxSlayer.com

  945 Broad St Augusta, GA 30901-1289

  
• 

  TaxSlayer.com

  945 Broad St Augusta, GA 30901-1289

  

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:04/08/2025

  Type:Customer Service 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. The email receipt has been received. 
  
  
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 04/11/2025

  I understand this user would like a receipt for the fees associated with their amended return. Payments made with a credit or debit card for the TaxSlayer preparation fees can be found within the customer’s account by going to Settings on the left-hand menu, followed by “Transaction History”; here they will find “Account Charges” along with the option to print. I have created a receipt with a company header as requested and sent it to the e-mail address directly associated with the account.

• Initial Complaint

  Date:04/04/2025

  Type:Billing 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 have never used this company, but have had to cancel 2 separate debit cards because I've been charged in the middle of the night from this company. I don't know what's going on here, because it doesn't make sense that a tax company would be stealing from me, somehow without me ever giving them my card information.

  

  Business Response

  Date: 04/07/2025

  TaxSlayer.com is a secure website and can be verified on our
  homepage, TaxSlayer.com.  We
  adhere to all regulatory, security, and privacy standards in the tax
  preparation industry. Our security measures include but are not limited to
  firewalls, intrusion detection systems, encryption, access controls, and data
  obfuscation. Our system maintains PCI compliance and is subject to automated
  vulnerability testing and internal audits. We also have additional features
  like complex password creation requirements and single-use verification codes
  sent to a mobile phone or email for account security. 

  
  Based on the information provided we were unable to locate
  an account. It appears this may be a case of unauthorized charges or potential
  identity theft. They would need to contact their bank right away to report the
  unauthorized charges and to initiate a dispute about those transactions. Additionally,
  the user should change their bank account passwords and monitor their accounts
  for any further suspicious activity. It is also advisable for the user to
  review their credit report for any unfamiliar activity.

  
  Here are some steps you may want to consider: 

  
  Contact the *** identity theft line ************ and/or *** report fraud line ************
  Complete and mail a paper return (if they have not already filed).
  File Form *****.
  File a police report.
  File a report with the ******* ***** **********.
  Request a copy of the fraudulent return.
  Check your credit reports and account statements.
  Put a credit freeze on your accounts.
  Get a PIN for tax filing.

  
  

• Initial Complaint

  Date:04/02/2025

  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.

  I paid for an amended return for 2024. After paying, TaxSlayer would not amend my state return.

  

  Business Response

  Date: 04/02/2025

  After reviewing this user’s account, it appears that there
  has not been an Amended return purchased. This is the account associated with
  the email address provided.
  To complete the amended return using our program, the user
  will need to log into their account.  On
  the My Account screen, select Federal Section from the left side of your
  screen followed by "2024 Amended Return".
  The user will be prompted to pay the amended return fee
  which includes both the federal and state amended returns. Once they have
  successfully made your payment, the next page will be the Amended Tax Return
  main menu which will provide further instruction on how to properly complete
  the amended return.
  To create the Federal amended return, begin with the
  "Original Federal Return Information" entering your refund or amount
  paid with the original return. Continue with "Make Corrections for Amended
  Return" correcting the information as needed. 
  To begin with the state amended return, please select the
  "Amend State Return". On the following page you will select
  "Amend State" Then select "Edit" or "Begin" to
  right of "Amended Return". The following page will ask, "To
  create an Amended Return for your state, select YES and complete the menu
  below". Select "Edit" or "Begin" to create the amended
  return. 
  The user will need to go through each tab of the amended
  state return information to verify all entries match what was accepted and to
  enter any additional information required. Once complete, select
  "Continue" until you have returned to the Amended Return main menu.
  Once back at the Amended Tax Return main menu, select "Print Amended
  Return", read the important information on this page and then click
  "Continue". The next page will create your original and amended
  federal and state returns.
  Most Federal amended returns will be eligible for e-filing;
  however, State returns must be filed by mail. If mailing, send the signed
  amended return along with any changed/created schedules or forms.

• Initial Complaint

  Date:03/18/2025

  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.

   
  
  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,
  
  
  ****** ******

  

  Business Response

  Date: 03/18/2025

  Review of the account and emails indicates the user has viewed/printed the return PDF. Once the return has been viewed/printed, the return no longer qualifies for a refund. That is because our forms are presented in a format that can be sent to the IRS/state once printed. Users have the option to e-file or print and mail the returns. Our refund policy stating this information can be found on our website here.
  
  As a courtesy, we have submitted a refund request for the filing fees. Once the refund has been approved, the user will receive an email notification and should see the funds back thereafter within 14-21 business days. 

• Initial Complaint

  Date:03/03/2025

  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.

  First time using Taxslayer. When printing my return it shows I DECLINED Direct Deposit for my State Tax Return however, they direct deposited it ANYWAY to an incorrect bank account. They ALSO did not provide a ALL forms when printing my return that shows ALL 3 BANKS that I requested my Federal Refund be deposited into with the breakdown of how much goes into each. I am requesting an explanation as to WHY they did not follow the proper procedure LEGALLY required when a person files their taxes. I am dealing with a DELAYED refund of money that Ì NEED because of Taxslayers improper handling of my State and Federal tax return.

  

  Business Response

  Date: 03/06/2025

  Review of this customer’s account shows that they were able to save multiple bank accounts within their account; however, they selected the File and Go option when electronically filing their return. This option allows the user to have the program fees reduced from their refund. When File and Go is selected, only one bank account can be entered for direct deposit; there is not an option to spread the refund across multiple accounts. Once the IRS or state releases the refund, the third-party bank receives the refund, pays TaxSlayer program fees, and deducts their processing fee. Then they forward the remaining refund to the customer. If the third-party bank is unable to deposit the account provided, they will issue a cashier’s check to the address on the return. 
  The customer can verify the direct deposit information for their federal and state refund on the Refund Agreement found in their account by accessing their return and going to Summary/Print.
  The refund method for the state return will show as mailed check until the state has accepted the return. The direct deposit information on the accepted return will reflect the third-party bank’s information since the File and Go option was selected during the e-file process.

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service 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 have been trying to get into my taxslayer account . After some back and forth between myself and their phone support we realized it was a punctuation error in my email that was keeping me from getting the code to re set my password. They could not fix it on their end even though it was a simple correction but instead insisted that I submit an email request change form with 2 uploaded forms of picture ID for me and my spouse. I did this but got a strange message that made me question if the form went through. It hadn't. When I called customer support I was told to submit the form without the uploaded pictures. The form wouldn't let me do that. Called them back and was told to email everything. I did that then they told me the font of the document I sent was too small and to re submit. I did so then got an email saying my email was correct that nothing needed to be fixed. This is because they were going by the wrong user name. I had given them the right user name repeatedly when I called. I am still waiting for them to fix this. I have spent way too much of my valuable time on the phone with taxslayer and jumping through their various hoops just so someone in Georgia can type a period into my email address that was inadvertently omitted so I can get a code to reset my password and access my account.

  

  Business Response

  Date: 02/25/2025

  When processing email change request forms, updates are applied to the most recently created account or return. In this case, the customer created a 2024 account under a different username, which is why they received a notification stating that their email was already correct. Upon reviewing the other account, I can confirm that the email update was successfully applied on February 2/23/25 around 3PM, and they should have received an email correspondence letting them know and it seems that this customer was able to successfully login shortly after. 

• Initial Complaint

  Date:02/12/2025

  Type:Billing 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: ********
  
  
  
  I am rejecting this response because:

  My tax situation does not fall under any of the categories you mentioned. The only reason I was required to upgrade is because I have an ***, which should not be an itemized deduction. I did not see *** listed in your rationale for the charges. In addition, you charged me over $40 for my state return, and $39 for collecting money from my return, which I wanted to pay via a credit card, but your website was not working properly. I am happy to pay the $27.95 you mentioned, but that would mean you owe me over $80. 

  
  
  
  Sincerely,
  
  
  
  ****** ***********

  

  Business Response

  Date: 02/13/2025

  The TaxSlayer program does offer a free tax return for customers who are filing a “simple” return. On the TaxSlayer web page that explains our Simply Free package, we have additional information that describes the types of situations that fall into the “simple” category. The TaxSlayer website states “Yes, you can file with Simply Free if your tax situation meets the following:
  Your taxable income is less than $100,000
  You don't claim dependents
  Your types of income are wages, salaries, tips, taxable interest of $1,500 or less, and/or unemployment compensation
  You claim the standard deduction
  
  The website also provides examples of tax situations that are not covered with Simply Free such as:
  Earned Income Tax Credit (EITC)
  Itemized deductions (Schedule A)
  Self-employed or 1099-MISC income (Schedules A & C)
  Stock sales (Schedule D)
  Rental property income (Schedule E)
  And more
  
  Additionally, if at any point in the filing process the customer’s tax situation no longer qualifies for Simply Free, the customer will be notified and switched to TaxSlayer Classic for $27.95 plus any state return fees. Classic covers all tax situations (no form or schedule restrictions).
  The customer may refer to this information, here: *************************************************************
  
  
  This customer did not qualify for the Simply Free package and was notified within the payment page. The notification stated “You started filing using the Simply Free Edition - best for simple tax situations. Certain types of income, credit, or deduction that you have claimed are not available in the Simply Free Edition. To ensure your maximum refund, we've upgraded you to the Classic Edition which includes all major federal forms, rapid W-2 import, and prior year comparison."
  The upgrade to Classic did result in a projected charge of $70.90, which included both the federal and state return.
  
  When the return was filed, the customer selected to use the File and Go option, which allows the fees for the program to be deducted from their refund, instead of paying up front using a debit or credit card. With this option when the *** releases the refund, the third-party bank receives the refund, pays TaxSlayer the program fees, and deducts their processing fee. Then they forward the remaining refund to the customer.
  The fees associated with File and Go are outlined when this service is initially presented and again in the Products and Services portion of the E-file section. Furthermore, the customer must sign the Terms & Conditions associated with using File and Go before electronically submitting their return. Once the return is filed, the customer can review this information by going to the Summary/Print section of their account and viewing the Refund Agreement. 

  

  Business Response

  Date: 02/17/2025

  It is correct that the account was upgraded due to the *** account
  information being added in the program.
  According to the website, “To qualify for our Simply Free
  tax filing option, your return must meet TaxSlayer’s definition of a simple tax
  situation. Here’s what that means in detail:
  Your filing status is single or married filing jointly
  You don’t have dependents
  You (and your spouse) have a valid SSN or ITIN
  You’re under age 65 (and so is your spouse)
  You (and your spouse) are not blind
  You claim the standard deduction rather than itemizing deductions
  You have $100,000 or less in taxable income from wages, salaries, tips, taxable interest of $1,500 or less, and/or unemployment compensation”
  The addition of the *** is considered an adjustment to
  income and is not covered in the above description of the Simply Free edition.
  The homepage also states, “If you start filing with Simply
  Free and your tax situation ends up not being covered, you will be switched to
  TaxSlayer Classic covers all tax situations – no restrictions.
  Less than a majority of U.S. taxpayers have a simple tax
  situation that qualifies for Simply Free.”
  Our pricing is clearly marked on our homepage and in the
  program prior to payment. This includes the $39.99 fee for the third-party bank
  fee. As stated previously, the user must agree to the fees and sign that they
  understand the fees before being able to e-file. If the user decides not to use
  the File N Go option to have the fees deducted from their refund, they are
  under no obligation to continue through the e-file process. They are given the
  option to start the e-file process again and pay the fees by debit or credit card
  if they wish.
  The customer did not reach out regarding the pricing until
  after the agreement was signed and the return was e-filed. A copy of the refund
  agreement can be found in your account under the Summary screen. 

  

  Business Response

  Date: 02/17/2025

  State returns are not included in the Classic package. The price to file state returns is currently $42.95. All pricing is shown prior to payment. 

  Customer Answer

  Date: 02/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  You have yet to address my concern about having to pay over $40 to file state income taxes. I think what you are doing is criminal and I look forward to reading about the class action lawsuit in the future. I will continue to fight this because of how much money you are stealing from the American public. You should be ashamed. 
  
  
  
  Sincerely,
  
  
  
  ****** ***********

• Initial Complaint

  Date:02/06/2025

  Type:Billing 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: ********
  
  
  
  I am rejecting this response because:  I have not filed the 540 (State Return) and did not intent to file it because the fee was too much.  I would like to see a screen picture of the "File and Go" disclosing the fees will be deducted from the refund.  And, I would like to get the State fees from being deducted from my refund.  I never approved this transaction.  
  
  
  
  Sincerely,
  
  
  
  **** ****ate fee since I do not want to file the State Tax Form with them and she said there was nothing TaxSlayer could do. They are misleading taxpayer that are diligent about filing Tax Forms - this should not be happening anywhere.I don't even know how much I paid for the State income tax fee since they never disclosed the fee after the payment. As you can see, the attached form was all I received. 1) Form - Taxslayer received it. 2) The IRS accepted the Form. As you can see, there was no receipt of payment.

  

  Business Response

  Date: 02/13/2025

  When filing their return, the customer chose the File and Go
  option, as stated in their statement. This option allows program fees to be
  deducted from the refund instead of being paid upfront with a debit or credit
  card. With this method, once the IRS releases the refund, a third-party bank
  receives it, deducts the program and processing fees, and then forwards the
  remaining amount to the customer.

  The fees for File and Go are disclosed when the service is
  first presented and again in the Products and Services section before the
  customer signs and submits their return. Additionally, the customer must agree
  to the Terms & Conditions before electronically filing.

  After filing, customers can review their fee details by
  accessing the Summary/Print section of their account and viewing the Refund
  Agreement. In this case, the total package fees were as follows:

  Program
  fees: $62.90 (Federal: $22.95, State: $39.95)
  Third-party
  processing fee: $39.99

  Since a state return was created at the time of filing, the
  associated charge was applied. Because the return had already been submitted,
  and the agreed-upon fees were deducted from the federal refund by the
  third-party processor, a refund was not issued. These terms were acknowledged
  and accepted at the time of filing.

  

  Business Response

  Date: 02/14/2025

  A refund request for this customer has been submitted for the
  state preparation fees. However, please note that the refund will be issued via
  mailed check to the mailing address listed on the return. The refund request
  cannot be processed until the IRS releases the refund, as we do not get paid
  our preparation fees until the refund is released to the third-party bank.

  According to the refund agreement, it states “An RT allows
  your refund(s) to be deposited into a bank account (“Deposit Account”) at Bank
  and deducts your tax software fees and other fees you authorize from your
  refund(s). The balance is delivered to you via the disbursement method you
  select. If you file your tax return(s) electronically and select an RT, the IRS
  or applicable state taxing authority will deposit your refund(s) into a Deposit
  Account with Bank. Upon Bank’s receipt of your refund(s), ***** ******* *** ******** ****** ***, a division of ***** *** ***********, a ******** corporation, a processor, will deduct and pay from your refund(s) the RT
  Processing Fee, any tax software fees, including tax preparation and additional
  products and services you purchase, charged by the tax software provider for
  the preparation and filing of your tax return(s) and any other amounts
  authorized by you and disburse the balance of your refund proceeds to you.
  Unless there are delays by the IRS, federal tax refunds are received in less
  than 21 days from the time you file your federal tax return electronically.”

  This agreement can be found by accessing the account, clicking on Summary/Print
  > Refund Agreement. 

  Customer Answer

  Date: 02/21/2025

  Not satisfied with business response.  They did not return my money - and misrepresent the advertisement of services.

  

  Business Response

  Date: 02/24/2025

  When the File N Go feature is used, the fees ($41.99) are outlined when the user selects File N Go. Then, when the user continues to the e-file process, they are shown the total fees (Products & Services). And lastly, the user must agree to the terms and conditions indicating they have read the agreement and understand the File n Go process (terms and conditions). This is all shown to the user prior to e-filing. If the user opts to not use File N Go, they can restart the e-file process and elect not to use File N Go.