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:01/14/2026

  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.

  Drakepay charge two of my bank accounts without my permission and explanation.

  Business Response

  Date: 01/15/2026

  Thank you for reaching out.  Please contact our customer service department at REMOVED.  They will be able to explain those charge(s) and help you move forward.

• Initial Complaint

  Date:01/08/2026

  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.

  Drake is continuing to charge my credit card for Secure portals that i cancelled over a year ago.They charged my amex credit card REMOVEDon or about 1/3/26. As soon as i discovered it i contacted Drake via email and phone. I spoke to a representative named REMOVEDand i explained my situation and he advised a full refund will be made and he would call me back when processed. He never called me back. Fast forward 5 days, i called and spoke with REMOVEDand she assured me someone would review my claim and call me back. I got a call back from a woman named Hepe and she advised my cancellation could only be done online through secure portal and my refund would be prorated and did not acknowledge the call or refund approval from REMOVED. This company is an outright fraud, go somewhere else, they are not honorable .

  Business Response

  Date: 01/08/2026

  We apologize for the confusion.  The cancellation does need to be done online; however, I will have our highest level of customer service contact the customer to walk them through this process, in order to ensure that it is done successfully.

• Initial Complaint

  Date:12/15/2025

  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.

  Issue with part of the company called Drake Pay. They process credit card payments for merchants. I cancelled the account and received an email from the company that the request was being processed on 9/27. My account was debited on 12/9 for $ 25. My drake pay account should be closed, $ 25 refunded, no more debits.

  Business Response

  Date: 12/17/2025

  Notes here show that the $25 refund is being processed, as of 12/15.  If the refund hasn't been issued withing 10 business days, please respond to this message and we will dig into this further.  Thank you for your patience.

  Customer Answer

  Date: 12/20/2025

   
  I am rejecting this response because not resolved until the action is done (refund issued). Company has not followed through in the pass.

  Note I have a message email from the company on September 27 that the account was going to be closed. Three months later I found out it wasn't closed.

  Why did I want to close account? Because of a merchant charge in April I was charged 100 times the correct amount ($ REMOVEDvs $ REMOVEDroughly). I called within eight minutes after the mistake and after more than a dozen e-mails and calls I had to put a stop payment on the charge. Company agreed to correction after 20 days. I believe if I hadn't made a stop payment I would never have resolved the problem. I kept getting we are working on it as an explanation. Like I am currently getting. 

  
  

  Business Response

  Date: 12/20/2025

  I agree that you should wait until the refund is processed before you close the complaint. We are awaiting the refund to be fully processed by the third party processor. As mentioned before, if it hasn't been received within 10 business days, we will make it right. Please touch base again, if the refund hasn't been received, within the original 10 business days.

• Initial Complaint

  Date:10/15/2025

  Type:Sales and Advertising 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.

  Used Drake Software for several years until I cancelled my subscription in 2023. The company had an add-on service for a secure portal which I also subscribed to. Noticed they continued to bill me for the secure portal after my cancellation on October 1 of both 2024 and 2025. When I called them, they claim the portal is a totally different service which was needed to be cancelled separately. They refused to cancel the service over the phone saying I had to cancel it online. Further, they refused to issue a refund for either year although I was willing to accept a prorated refund for the current year since it seemed like a reasonable compromise. Their claim there is fine print in the "agreement" that supports their position. My position is that my original phone cancellation of their services should have sufficed. Also, my complaint should serve as a warning to others who are considering this software vendor.

  Business Response

  Date: 10/22/2025

  The phone representative was correct that the "Drake Tax" software and "Drake Portal" portal subscription are two separate products/services and must be cancelled separately.  It appears that the customer was successful in closing his REMOVEDPortals subscription and even received a pro-rated refund.  I would consider this issue closed.

• Initial Complaint

  Date:09/30/2025

  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 purchased a subscription for Drake Portals in early August 2025 after trying the free 2 week trial. Drake Portals is advertised as a "safe, secure, and linked to Cloud Backup" The purchase was successfully completed on my credit card. I used the Portal to complete and store several critical client documents. In mid September I tried to log in to the Drake Portal and got an error that my account was not available. I called Drake and they opened a ticket.After 2 weeks of calling Drake to find out the status of the ticket (they did not once call me) I was told that there was an error with my subscription (not my fault) and the account was closed and deleting. They do not have a backup of any of the documents. I reversed the charge on my credit card - so I have my money back. However, I do not have the critical client files that I stored on their Portal - documents that were processed using services available on the Portal. Drake Support's response to the deletion of the files was extremely unconcerned and uninterested in the impact of the deletion on my business. Drake Tax software and Drake Portals advertised that they would safeguard my files including backup. Their system had an error and they deleted my files - sensitive and critical tax files for my clients. I want an explanation for why they did not have a functioning backup of my files. I want an actual apology with some type of compensation for the loss of my files. I have my refund of the subscription cost - but it will cost me reputation and time to go back to the clients and explain the situation to them.

  Business Response

  Date: 10/01/2025

  I apologize that your experience has been less than amazing.  I will be having someone on our Escalation Response Team reach out to you to see if there's anything that we can do from a much higher level.

• Initial Complaint

  Date:07/07/2025

  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.

  Drake Software is the ower of tax software REMOVEDwhich Drake advertises for underpriveliged persons who qualify at the REMOVEDGovernment Free File website. Two times on June 16, 2025 and June 25, 2025 from within the REMOVEDSoftware account I sent a problem issue requesting input on a REMOVEDSoftware failure or possibly hidden unknown correction action that is needed. I have been unable to proceed and have been held up because REMOVEDhas not responded to either contact I sent to them. Today is July 7, 2025 as it is 21 Days now I have been unable to proceed since my first request to REMOVEDon June 16, 2025. There seems to be no "accountability" at REMOVEDSoftware; they do not assign a "case number" or "tracking number" to problem issues where a contact problem is filled out and correction assistance is requested. So even this part of the REMOVEDSoftware needs enhancement so as to assign a Case Number to each request for corrective advice. I do not know why Drake or REMOVEDSoftware would have this Help Section inside the account where a person fills out the Request and Box explaining the assistance or software problem, then just ignore or not respond to the account internal request for assistance or correction and/or advice.

  Business Response

  Date: 07/22/2025

  I have been out of town and apologize for the delay. The original issue should now be resolved, and there should be communication with the customer on this.  If further action is needed, please let us know.

  Customer Answer

  Date: 07/27/2025

   
  I am rejecting this response because:

  The Response is undated, there is no Name of Respondent person.  There is no telephone number to the REMOVEDor desk. 

  The Unamed Respondent of Drake Tax Software and related response is Concealed and Hidden; no name, date, or telephone number to call.

  I never heard from Drake Tax Software, the Response to BBB by Respondent has no merit.

   

   

   

   

   

   

  
  

  Business Response

  Date: 07/28/2025

  We have a record of the email response being sent; while I'm not sure why it wasn't received, I will include the response here:

  Reviewing their return, the cause of their New York error is because they have not completed the New York general information questions that are required for e-file.  The customer will need to click on State Taxes on the left-hand side of the screen and click on Verify NYC living quarters and answer all the required questions in the REMOVEDgeneral information prompts.  Or if they click on File > Finish my New York Return it will take them to the prompt of Verify NYC living quarters.
  
  I'm not sure what information that BBB shares, so I can't speak on all of the "hidden information"

  Thank you.

• Initial Complaint

  Date:05/02/2025

  Type:Billing 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 have been communicating with REMOVEDand most recently his manager REMOVED. I have most recently decided to have communication via email as nothing has happened the way that I was told that it would by REMOVED. Every time that I bring up an issue or every time I bring up an issue on lack of transparency or a lack of information being told to me. I don't appreciate everyone saying that we were "just trying to help you out" when I bring up an issue or when I bring up a discrepancy of information. The first issue is that I asked about financing or payment plans with Drake when I decided to transition over to Drake from REMOVED. REMOVEDhas it where we pay quarterly or pay 10% down and the rest at the end of March or April of the following year. There was never a secret about this when I inquired about the software. I was then told that they would have that option for the first time this year. It went from that to you have to pay REMOVEDfor prior year software. Fine. I did that. I gave authorization for my card to be charged up to REMOVED. I received an invoice for REMOVEDand that is what my card was charged. Then it changed to REMOVEDthe next day, but I didn't receive an updated invoice with the updated amount and a breakdown. I had to request to speak with a manager and request it from him in order to get that updated invoice. Next, apparently Drake partnered with a company named ratio for their payment plans instead of it being in house. I am just now finding out that there is an interest rate/interest charge. REMOVEDnor REMOVEDadvised me of this. I asked because on the offer there was a discrepancy of REMOVEDon the offer. I was told verbally by REMOVEDthat there would be an additional REMOVEDdown and that the cost of the software was REMOVED. No one told me until today that there was an interest charge because I questioned the REMOVEDdifference in discrepancies. At this point I need some words honored and I need things to be made right.

  Business Response

  Date: 05/06/2025

  We have reached out to the customer and believe all issues have been resolved.

  Customer Answer

  Date: 05/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me.  

  Drake Software reached out to me and made everything right.  I am very appreciative, and I am looking forward to moving forward.
  
  Thank you. 

  
  

• Initial Complaint

  Date:04/22/2025

  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.

  My customer had a bill for $ 525. He paid with a credit card. I inadvertently omitted the decimal point resulting in a $ REMOVEDcharge. My merchant fess are 2.85% plus 25 cents of the charge amount. I called Drake within ten minutes of the input error. The clients credit card charge has been removed but I am being billed $ REMOVEDin merchant fees. The merchant fees have not been removed.

  Business Response

  Date: 05/02/2025

  We currently have our team working on this case.  You should hear from someone early next week with resolution.  We apologize for the delay.

• Initial Complaint

  Date:04/07/2025

  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 have called Drake several times trying to resolve an issue with not receiving payouts for add on fees, I called 3/14/25, 3/31/25 and 4/4/25. On march 7th I received a deposit in the amount of $0 I was supposed to receive a deposit for my add ons but have not so far. Each time I call I am given a different date that it should be deposited and so far those dates have passed and still no word no deposit.

  Business Response

  Date: 04/09/2025

  Thank you for reaching out.  Add-On Fees in the amount of $133 were deposited on 3/17 to the same account that the $0 "test deposit" was made to, the account ending in 1231.

  The trace number, for your records, is 051000019211716. 

  Customer Answer

  Date: 04/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. My bank said it was March 18, and it would have helped when I called that the REMOVEDshould have told me this instead of telling they did not know and sending me around in circles. 
  
  Thank you. 
  

• Initial Complaint

  Date:03/20/2025

  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.

  Drake 2024 software does not function as it should. All attempts to email anything freezes the software which means I cannot send tax returns digitally to my clients. I must go to Task Manager and end Drake 2024 then open it again to continue working. All tax preparers must have this email function.

  Business Response

  Date: 03/20/2025

  I apologize that you have had this experience.  I am having our top technical team contact you to resolve your issue. Thank you for being a loyal customer.