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:07/28/2025

  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.

  Charged my bank account for something I never received no service from the business and no notifications.

  

  Business Response

  Date: 07/29/2025

  I understand this person received charges to their credit card that was not authorized.
  We offer a self-prepared tax program that customers use to file their individual income tax returns. Though there are several steps in place to verify the information entered when a user makes a payment, if the data entered is correct, there is no way for us to know that the usage is fraudulent.
  At this time, there are several steps this person can take:
  
  If these are not charges they made, we advise disputing them with their bank.
  We also recommend filing a police report, so they can subpoena our records for information regarding the transactions. Unfortunately, we cannot provide any information regarding an account unless a subpoena is issued. That subpoena can be mailed to:
  
  
  
  TaxSlayer.com: Attention Legal Department
  
  *** ***** ******
  
  ******** ** *****
  
  Additionally, if this person feels that they may be a victim of identity theft, please contact the IRS right away and request a 6 digit Identity Theft (IP) PIN. Once issued, anyone filing a return using their Social Security Number will be required to use this IP PIN or the return will not be processed by the IRS.
  
  Again, we apologize for the inconvenience and will work to assist with this matter.

• Initial Complaint

  Date:04/23/2025

  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 been using Taxslayer for 2 years now. Never had any issues until now. I was advised what the cost was going to be so I proceeded. At the end, I received an offer saying if I paid now, they will waive a fee which meant the original charge would be reduced by almost $60. So, I paid by credit card. Nevertheless, I get my return deposited and they took the original quoted amount in addition to the credit card payment made at the time of filing. I called and the CSR tried to explain and said they were only willing to return the offer amount vs. The originally quoted amount. Well, I didn't agree because you can't offer a deal and then turnaround and not make it right, it's like a bait and switch. The CSR had no clue and it appeared she was looking for assistance. This was not a great nor good customer experience. I am looking for a better response and my refund. How do you offer a deal, customer takes it, only to be charged again? How many customers have you done like that and gotten away with it?!

  

  Business Response

  Date: 04/23/2025

  Upon reviewing the account, it was found that the customer
  opted for our File and Go service. This option allows software fees to be
  deducted from the refund, rather than being paid upfront with a debit or credit
  card. When this option is selected, a third-party bank imposes a $39.99
  processing fee, which is clearly outlined multiple times during the E-file
  process. The customer must agree to these terms and sign the agreement,
  indicating their understanding and acceptance of the listed fees, before filing
  the return. This agreement can also be accessed by navigating to Summary/Print
  > Refund Agreement.

  However, shortly after filing the return and while it was
  still being processed by the IRS, the customer paid to view the summary/PDF
  using a debit or credit card. The customer then contacted us directly, and a
  refund of $74.24 was submitted for the TaxSlayer fees. Please note that we are
  unable to refund any fees associated with the File and Go option, as these are
  determined by the third-party bank.

  Customer Answer

  Date: 05/08/2025

  Complaint: ********
  
  
  
  I am rejecting this response because: The company refunded me only the discounted amount. I don't agree since I was offered the discounted amount if I paid in full in which I did. Instead they kept the $113 and some change. 
  

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

  

  Business Response

  Date: 05/09/2025

  This complaint was previously addressed and has since been closed.

  As previously mentioned, this customer chose the File and Go
  service and paid the preparation fees upfront. We were able to refund the
  credit card charges as this was a double payment for TaxSlayer charges, which has
  already been approved and released to the customer. The additional charge they
  are inquiring about is related to the File and Go feature. These fees were agreed
  to at the time of filing the return.

  With this feature, the IRS 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 third-party bank charges a $41.99 processing fee which is
  outlined multiple times within the E-file process. Selecting this feature
  brought the customers total charges to $116.23. Of which, the $41.99 processing
  fee is not associated with TaxSlayer and therefore we are unable to refund the
  charge.

  The customer can review this information by going to the
  Summary/Print section of their account and viewing the Refund Agreement.

• Initial Complaint

  Date:04/14/2025

  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.

  I paid to e-file and my return was rejected by the IRS, with the reason being that a dependent had already been claimed by someone else. My divorce decree states that my ex husband and I alternate years claiming our son, so this was expected, but unfortunately, I learned that TaxSlayer has no way of filing the necessary Form **** to explain this issue. As a result, my only way of submitting my return with the software is to delete my son from the return, and then I was unable to file as Head of Household, which I am legally allowed to do, as I am custodial parent and have him the majority of time. I would have to file single and pay more than $2000 just to use the software I had already paid for. I asked for a refund of the fees, since their software could not allow me to e-File, and they would not refund me. I lost $98.31 because their software does not do what it claims to do — which, mind you, other online tax prep software such as TurboTax is able to do. I have been a customer for decades and unfortunately can no longer use them.

  

  Business Response

  Date: 04/18/2025

  Upon review of this user’s account and previous
  correspondence with our support agent. This user’s original return was rejected
  due to the dependent claimed on the return already being claimed on a
  previously accepted return. As the user stated, she is the custodial parent and
  can claim the dependent for the purpose of filing as Head of Household. The agent
  incorrectly informed the customer that the way to resolve this rejection would
  be to delete the dependent and file as Single. However, there is an indication
  within the program users can make that will not include the dependent for CTC
  purposes but will allow the user to claim Head of Household. This indication
  can be found within the program by going to Basic Information >> Dependent/Qualifying
  Person >> This individual is NOT my dependent. We apologize for any confusion and inconvenience
  this may have caused. A refund request for the program fees has been entered. Once
  approved, the user will receive an email notification and should expect to see
  the funds returned within 14-21 business days.

• Initial Complaint

  Date:04/09/2025

  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.

  Several Years **** through **** TaxSlayer Pro Desktop Version
  
  I paid $1,095 each year and their price had gone up significantly, so being a small business I could not afford that and would be losing money from my services. I decided to use another program for **** Filing Season to help me financially and keep my business running. Now I am being told that I can not access prior years because I did not renew with them. They state because it is a Subscription, ********** is a subscription and I can still access my clients' date going back many years. This is my clients' right to be able to get a copy when needed and now I can not provide that to them. Each year I paid for should always be accessible to me to get returns from, they can just turn off submitting parts. I need to be able to access, as of now **** I have four clients trying to get loans and they need copies. I was told by Aubrey the sales rep the only way to get that was to pay another $1,095. This is very poor business practices especially concerning Tax Returns that do not belong to them.
  
  I want them to give me access for all the years I purchased ****, ****, ****, **** & **** tax returns immediately, I will go in and create PDF copies of all them so if client request I can provide and then they can do whatever they want.

  

  Business Response

  Date: 04/16/2025

  We have been unsuccessful in reaching Ms. ****.  We have called the number provided to us on ***, ****, ****, and ****. We were only successful at leaving a voicemail one time with Ms. **** as the other times her voicemail box was full.  We ask that Ms. **** please reach out to our support team at her earliest convenience so we may do our best to assist her.  Our Support team can be reached at ************.  Thank you.

  Customer Answer

  Date: 04/17/2025

  I will call them tomorrow, if they resolve issue for me without charging me, I will respond resolved, if not I still have a complaint 

  

  Business Response

  Date: 04/30/2025

  We have not heard from Ms. ****.  We did call and email again today (*******) to offer assistance.  Ms. **** was not available, but we did leave a voicemail. We also followed up with an email for her to contact our support department.  Thank you. 

  Customer Answer

  Date: 05/01/2025

  I have a call with them today, to see if they are going to resolve it.  I will respond to the current message once I know if I am satisfied or there is still an issue.

  Customer Answer

  Date: 05/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I was able to get back to them and the matter resolved today.  Thank you for your assistance.
  
  
  
  Sincerely,
  
  
  
  ******** ****

• 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.

  Paid to file an amended return. I need a receipt so I can submit the cost to someone else to pay for since it was due to a reporting error by my job. Tax Slayer indicated I could pull this from "transaction history" on my account however that does not give enough information. It doesn't even include a header or company name. I need an actual receipt or an email from the company indicate what I paid and what it was for so I can submit my expense report.

  

  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.

  Customer Answer

  Date: 04/11/2025

  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,
  
  ***** *****

• 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.

  I did my taxes on multiple tax programs and decided to try taxslayer when I was all done I was pleasantly surprised to see a refund on taxslayer I went through error check and there were no issues so paid and printed documents when I went to file it told me that I had an error as no dependent was listed for my head of household filing status which I don’t think I filled in I file single as I do not have a dependent they won’t return the money because they said I viewed the document but I could not use document because the filing status is wrong This error should been caught in error check as no dependent was listed. What a scam to have people pay and then inform them of errors They won’t give me a penny back so I spent 70 for nothing. Awful Awful Company

  

  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. 

  Customer Answer

  Date: 03/18/2025

   
  
  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,
  
  
  ****** ******

• 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.