ComplaintsforTaxAct

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Initial Complaint
04/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a very loyal customer with ********************** and would like a refund of my $42.39. My daughter is a student and we were filing her taxes on Taxact. Her summer employment job took DC taxes out of her paycheck instead of MD taxes. I then found out while on tax act that we couldnt submit the **40B form online and it needed to be mailed in, which I thought was some other type of form. I couldnt view the form until I made a payment. I really feel defeated because this was a simple form that I could have filled out myself. If Id know that I didnt need to use tax act for this service I wouldnt have. They didnt even file the taxes for me, I had to mail it in. I can see a validated charge if they had submitted it electronically for me!! I called the customer service number and the representative told me that she understood my issue but was told that she could not refund me. This situation really makes me not want to use tax act services ever again! Ive been using tax act for the last 15 years (maybe longer) but Im considering going with another company next year due to this. I really feel bad that there was nothing that could be done for me as a courtesy being that I am a long time LOYAL customer. Again, I feel defeated.
Business response
04/12/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Customer response
04/16/2024

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
03/27/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought the program to file my small S Corp and personal taxes after my accountant suddenly passed away, but I found it to offer no real assistance other than being a glorified PDF fillable form. There are no explanations of what things are as you go through the process, and even worse you can't find where the program is guiding you on the actual IRS form (does not cite the line item the program is referencing). Even worse, when you call in for support, they cannot help with basic things and when you request a callback from a manager, they never call you back :( It is sad this product is allowed on the market.
Business response
04/01/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Initial Complaint
03/19/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Tax Act quoted me $52.99 on March 19, 2024 for filing my state and federal taxes. upon the payment of $52.99 and receipt of the tax records. I understood it to be solely federal and not state-specific. After selecting "continue," I was asked to pay an extra $63.99 for state access. I spoke with two separate representatives for an hour after I phoned Taxact right away. Who basically stated, "I'm sorry, but I'm not able to help you or give you a refund." I've included images as evidence of the extra money I'm allegedly owe. Given that I still do not have access to my state tax paperwork, I would like a return of the $52.99 that I spent. Additionally, I would like an apology in reference to the incorrect pricing and the destain I received from the 2 customer service reps.
Business response
03/26/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Customer response
03/26/2024

Complaint: 21455555

I am rejecting this response because:

Sincerely,

*************************
Initial Complaint
03/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have used tax act for years. I added a form to my return that I didn't need by accident and it upgraded my to the premier edition for $70. After spending 3 hours completing my return, I discovered this form and removed it. The price stayed the same. I called a rep and was told that even though I removed the form the price wouldn't lower. The only way to lower the price again was to completely start my return over. When I commented that that was slimy to ******* he didn't seem that apologetic. I was done my return and now I get to spend 3 more hours re entering due to an accidental form addition that the tool DID NOT TELL ME WOULD PERMENANTLY RAISE THE ****** I figured I could adjust it later on again. This is a very slimy business practice to try to get money out of someone by hoping they'd rather pay than waste more time on taxes.
Business response
03/26/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Customer response
03/26/2024

Complaint: 21442500

I am rejecting this response I understand that to use certain forms it costs more. My frustration comes from me realizing I didnt need the form after I realized you where charging me so much extra and then removing it but being told that even though Ive removed the form that caused the fee to double the system cant lower it. The only option is to restart the whole process. That feels so scammy to me as you are preying upon people who will hopefully just pay it out of frustration. You waiving the fee at this point does nothing for me as I used a different tax software provider whom I discovered can politely walk you through removing a form and their software and will update the cost accordingly. When speaking to your costumer service rep they did nothing to convince me not to switch nor did they try to do anything to rectify the situation. Since I had to do my taxes twice because your system doesnt tell people you cant go back once you do something what are you going to do about it? You dont have the proper warnings on your site and the fact that removing a form doesnt lower the price is just plain greedy and scammy. My time is valuable and I feel it should be compensated for.
AT BARE MINIMUM CHANGE YOUR POLICY SO YOU AREN'T PREYING ON PEOPLE DOING SOMETHING TJAT IS DIFFICULT BUT REQUIRED. ITS SLIMEY AND DIRTY. MAKE IT SO OTHERS CAN REMOVE THE FROM AND HAVE THE *** LOWER. OTHER WISE YOU ARE CHARGING PEOPLE UNFAIRLY FOR THE SAME SERVICE. WHICH SHOULD BE ILLEGAL

Sincerely,

*************************
Business response
03/26/2024
The system updates to the appropriate edition based on the entries made within the software. TaxAct applied a one-time courtesy credit to cover the federal software fee that will reflect at checkout and offered to make a note on the account to apply a future credit for next year's software fees.
Initial Complaint
03/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
There was a glitch in their system when I went to pay for my Federal filing fees on Feb 16, 2024 at 7:13 am CST. I only selected Federal but it paid for State and Federal fees. It didn't even show how much I paid and it did not provide a receipt. I logged on my credit card account to find out how much it charged. As soon as I knew it charged too much, I called Taxact. They were not available until 8am cst. I requested a callback. The callback was at 8:01 am the same morning. My documentation from ******* ****** was not even available until February 17th. Neither the State or Federal forms were complete due to the missing data. Taxact can verify the date and time of the final electronic transfer from ******. I never printed State documents after the final data was received. I have used taxact for 12 years and never used the State system since they started charging for it. I can easily file for free with the ****** State software, which is what I did again this year. I am being charged $48.74 for State filing fees which I did not use in any manner. I did not select state when I paid. Their software has bugs and that's what created this false charge. I was in contact within 1 hour and they will not refund the charge even though they know I didn't have all the data complete at that time to file taxes.
Business response
03/26/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Initial Complaint
03/08/2024
Complaint Type:
Order Issues
Status:
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.
I filed my 2022 Federal and State taxes with this online company (initially thinking it was a government company and part of the ************************* because of the way it is marketed. While on the www.gov site there is a link that takes you directly to TaxAct to file. I paid $39.95 and I just discovered that my Federal and my State taxes were never filed.I have tried repeatedly to contact this company without success. I would like my monies returned. As well as copies of my personal documentation.
Business response
03/11/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Customer response
03/12/2024
Thank you for your email regarding my complaint. The response from TaxAct is incorrect. I filed on tax day deadline and chose efile so that I would not incur a penalty as my taxes would be filed electronically and I would not be late.

The company failed to file my taxes. I paid for this service and I would like my money refunded. As well as have my taxes filed by this company AS soon as possible.

Thank you for your assistance with this matter.

***********************
Business response
03/12/2024
The amount paid was for the 2022 tax software fees and are applicable whether you e-file or submit a paper return. The steps to e-file your 2022 tax return were not finalized. We value you as a customer and have initiated a refund for your software fees. Kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Customer response
03/19/2024
Please be advised that I have never received the credit as indicated by this company. I have waited since opening this claim and still have not received it.
Customer response
03/19/2024

Please be advised that I have never received the credit as indicated by this company. I have waited since opening this claim and still have not received it.
Business response
03/26/2024
The refund was processed on 3/12/24 to the payment method that was on file. We understand that you stated the account has since been closed, kindly follow up with the institution to see where they will provide the funds as they have not been returned on our end.
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
trying to file my taxes with TAXACT. I live in **************-cannot e-file because TaxAct daysit does not have necessary from - SC1040 EZ to compute estimated tax payments. ************** ********** of ******* says it has uploaded all forms. Cannot get a response fromTax Act.
Business response
03/08/2024
We apologize for the inconvenience you experienced. It appears you successfully submitted your return on 3/7/24 with the assistance and guidance of TaxAct Customer Support ********************* Support).
Initial Complaint
03/04/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was offered TaxAct Premier for $25 so I created my taxes on November 26, 2023 at 9:51 PM. I have worked on getting together my files to finish, when logged in it now says $35. There is nothing I could find on the site that you have to pay upfront or Taxact charges you what ever they want when you file. I contacted their support and they said they offer a low price and don't say that you have to file or pay at that time to get that price, you are billed the current price when you file. If they stated on the site that you have to pay upfront to get the price they offer I would have. I just want the quoted price and for them to inform users about this deceptive billing practice.
Business response
03/08/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I used TaxAct to file my personal and business taxes. The personal went fine, but rather than tell me I was using the wrong form or helping, they simply stated "user error" and implied I used their service to do the correct forms for MORE money. I want a refund because their site automatically sent me to the form I filled out when putting in my business information. I don't appreciate being gaslit. I tried disputing the charge with my Chase card, but they said to take it up with TaxAct. They no longer respond to my emails once they gaslit me. They STOLE my money. I've used them for years for my personal taxes and now feel ripped off from my business taxes. I had to do those taxes by myself and mail them in, since TaxAct was no help. Simply give me a refund for the business charge. It's not that hard. Trying to extort more money and blaming the customer is poor customer service. They simply refuse to issue one. I will NOT go away. Apparently Empress and ******* stick to a script. They no longer give names. TaxAct clearly is money hungry, despite the amount they make during tax season. Shame on them for taking advantage of people rather than refunding money.
Business response
03/01/2024
We were unable to locate an account with the information provided within the BBB complaint, please provide the username or email address associated with the account so we may review further.
Initial Complaint
03/01/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have received a local delinquent tax bill from my local tax collector from 2021. When I inquired as to where this information came from, they indicated the *********** reported much higher earnings for me. So, I went into my 2021 Tax Act return and found that Tax Act reported state earnings about 17k higher than my actual earnings to the state. I have no idea where the figures came from and it was not user error, as I double checked all the information I input and it is accurate. I need this rectified immediately. I tried calling and spoke with ****** who was unable to offer any insight as to what happened and was unable to escalate the call or identify someone else for me to speak with ??? How is that possible? I need to know where these numbers came from and I need it rectified right away. I would also like the fee I paid for filing the state return to be refunded.
Business response
03/01/2024
We apologize for the inconvenience you experienced. To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Customer response
03/04/2024

Complaint: 21364415

I am rejecting this response because:
Tax Act did not address my complaint in anyway. They sent me a generic email with prompts to file a complaint. I did follow the prompts, but nothing has been resolved. Furthermore, the issue is not with a state penalty as outlined in the language they sent to me it is a local tax penalty that was issued based on the incorrect state tax information that Tax Act submitted to the state. This is the issue. Can someone actually contact me instead of sending generic emails from "TaxAct Support." It's demeaning to go through something like this and not even be given the respect of having a point of contact.

Sincerely,

***************************
Business response
03/08/2024
To assist you further, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint. If you do not see this email, please review your spam folder.
Customer response
03/11/2024

Complaint: 21364415

I am rejecting this response because:
Tax Act once again did not address my complaint in anyway. I emailed them back but nothing has been resolved. Furthermore, once again, the issue is not with a state penalty as outlined in the language they sent to me it is a local tax penalty that was issued based on the incorrect state tax information that Tax Act submitted to the state. This is the issue. Can someone PLEASE actually contact me instead of sending generic emails from "TaxAct Support." No matter how many times I ask for a call and pointy of contact, they refuse.

Sincerely,

***************************
Customer response
03/12/2024
Complaint: 21364415

I am rejecting this response because:
Tax Act once again did not address my complaint in anyway. I emailed them back but nothing has been resolved. Furthermore, once again, the issue is not with a state penalty as outlined in the language they sent to me it is a local tax penalty that was issued based on the incorrect state tax information that Tax Act submitted to the state. This is the issue. Can someone PLEASE actually contact me instead of sending generic emails from "TaxAct Support." No matter how many times I ask for a call and pointy of contact, they refuse.

Sincerely,

***************************
Business response
03/12/2024
Due to the sensitivity of your personal situation, kindly refer to the email sent to the account on file with the subject line 2024 BBB complaint that was sent today 3/12/24. If you do not see this email, please review your spam folder. Our representative will follow up within two business days as well for any additional questions you may have.
Customer response
03/12/2024

Complaint: 21364415

I am rejecting this response because:
Tax Act continues to refuse to provide an explanation as to why the information reported on my state and federal taxes is inconsistent. I have asked this now 6 or 7 times. Is there a legal entity that I need to contact about this? I don't understand why they refuse to answer my only question. I sent them the returns that show the inconsistent numbers. Please help me!

Sincerely,

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

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