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:10/13/2026

  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.

  I am requesting a refund of $92.20 for two individual tax returns ($42.99 per return plus $3.11 sales tax per return). Since the latest update, the 2025 Drake Tax software has stopped launching, preventing me from completing the two individual tax returns I purchased it for. I have contacted technical support multiple times, but the issue remains unresolved. Each time, I was told the issue had been escalated, but no effective solution was provided. Different members of the support team provide conflicting information on every call, each time blaming a different issue.During my most recent support session last night, the technician used TeamViewer to inspect my system and made changes to the Drake software settings or configuration, making the situation worse. Since then, I have been unable to launch the software even in Repair mode.Despite repeated attempts to resolve this issue and multiple contacts with technical support, I am still unable to use the software for its intended purpose. Therefore, I am requesting a full refund of $92.20 for the two individual returns, as the software is not functioning as expected and the problem remains unresolved.

  Business Response

  Date: 10/14/2026

  I apologize that you have unresolved issues. I have referred your case to the department who can handle this for you and they will reach out soon.

• Initial Complaint

  Date:09/10/2026

  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.

  On June 2, 2026 I purchased the Drake Tax 2026 Unlimited (Pro) package from Drake Software for $2,545.00 by credit card REMOVEDcard ending 7655; the charge posts as DRAKE SOFTWARE ONLINE, June 2, 2026). I am a REMOVEDand bought it for my practice.Before purchase, Drake's sales representative told me the Unlimited package included unlimited e-filing of individual and entity returns for tax year 2026 and all prior years, with one exception, the most recent year (2025), to be purchased separately. I bought on that representation.The software now requires me to pay per return to prepare and e-file tax year 2024 returns, which contradicts what I was told. Over the past week I contacted Drake support and spoke with about four different representatives who gave conflicting answers about what my license covers. On several calls I was promised a call back; none came. The instructions a representative gave me by email were not accurate, and when I replied that I needed further instruction, my emails went unanswered.On or about September 2 or 3, 2026 I requested a refund by phone from a supervisor, REMOVED, who confirmed that a refund request had been initiated but could not give me a confirmation number for it. As of September 10, 2026 I have received neither the refund nor any follow-up.Drake has not honored the terms represented at sale and has not resolved the issue through its own support. I am requesting a refund of $2,545.00 or, in the alternative, written confirmation and activation of prior-year (2024) return coverage as represented at sale, and clear disclosure before purchase of which tax years each package covers.

  Business Response

  Date: 09/11/2026

  Currently, you should have full access to the 2024 desktop pro package. I will have someone in our highest level of customer service give you a call to resolve this for you.

  Customer Answer

  Date: 09/11/2026

   
  I am rejecting this response because: the access it describes does not exist, and Drake's own statements contradict each other.
  Drake told BBB: "Currently, you should have full access to the 2024 desktop pro package." At 7:31 am on September 11, REMOVEDat Drake REMOVED) left me a voicemail saying "renewal purchases do not change the packages purchased for prior year" and that "as a one time courtesy, a supervisor has approved the upgrade of the tax year 24 software to unlimited." One says the access was already mine; the other says it was a favor.
  Neither matches the software. At 11:45 am I redownloaded the 2024 program in case my copy was stale. The fresh download is also Pay-Per-Return and the 2024 serial number on account REMOVEDis unchanged. I called and spoke with REMOVED, who gave me case number REMOVEDfor the approved upgrade, said REMOVEDwas out, and offered a supervisor call back. I declined, having been promised call backs that never came, and asked to hold for anyone senior. The call ended without resolution.
  It is now over a week since I raised this. I have dealt with about six people at Drake, including supervisors, received conflicting answers, and spent hours on a problem that is still unfixed, while going without prior-year access I paid for.
  To resolve this I ask that the upgrade under case REMOVEDbe applied and confirmed in writing, plus one of the following, at Drake's choice:
  Unlimited access for tax year 2025 on account REMOVED, currently Pay-Per-Return; or
  A partial refund of the $2,545.00 paid on June 2, 2026, for the access withheld and the time lost.
  I would also like written confirmation of which tax years the 2026 Unlimited (Pro) package covers, so this does not recur at renewal. Once that is in hand I will close this complaint as resolved.
  

  Business Response

  Date: 09/11/2026

  After reviewing your account in detail we have arrived at some clarity. You were a new customer for Tax Year 2025. You are therefore a renewal customer for Tax Year 2026. As 2024 was not a prior year free software at the time of your 2025 purchase, it was not included and did not switch to unlimited automatically at any time.

  Due to the confusion, we are happy to convert your 2024 software to unlimited, however, a few extra steps are required, thus the reason that I referred you earlier two are high level customer support team. 

  I will follow up again this afternoon with them, make sure they understand all the details, and someone will contact you to assist you in converting the REMOVEDpackage to unlimited.

  Customer Answer

  Date: 09/15/2026

   
  I am rejecting this response because: it addresses only part of my complaint.
  Drake's 9/14 response does not address the two items I raised on 9/11:
  The representation made by Drake's sales representative at my June 2, 2026 purchase that the 2026 Unlimited (Pro) package covered all prior years except 2025 which is what I paid $2,545.00 in reliance on. Whether I was a "new" or "renewal" customer for REMOVEDdoes not change what I was told at the point of sale. For that, I ask that Drake, at its choice, either provide unlimited access for TY2025 on account REMOVED(currently Pay-Per-Return) or issue a partial refund of the June 2 purchase for the access withheld and the roughly two weeks of time spent getting the 2024 license corrected.
  A written statement of which tax years the 2026 Unlimited (Pro) package covers, so this does not recur at renewal.
  Once I have Drake's written answer on both items, I will close this complaint as resolved
  

  Business Response

  Date: 09/15/2026

  It was mentioned several times that you spoke to a salesperson. Those salespersons are put in place to sell software to prospects as new sales and would have given you the information you received as if you were a new to Drake customer. While you didn't provide the name of the person, it simply seems as though you were given information as if you were a new to Drake customer, as I thought you were initially as well.

  Secondly, you have asked what the 2026 software license pertains to, in terms of what years of software. As found in the REMOVED, it only covers the licensing of the 2026 tax year.

  We are happy to help customers out in certain situations where we may offer them prior year tax software at no additional charge. However, there's nothing in the license agreement that promises or guarantees access to prior year software.

  It appears that we successfully got you access to 2024 unlimited as requested.

• Initial Complaint

  Date:04/24/2026

  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.

  REMOVEDaka Drake Software has not refunded my duplicate payment or has responded or resolved the issue. You took REMOVEDfrom my REMOVEDcredit card on April 25, 2026 and REMOVEDfrom my REMOVEDFargo account on April 24, 2026. Statements sent to you twice. It's under REMOVEDand REMOVEDis on both accounts

  Business Response

  Date: 04/28/2026

  Our account specialists have carefully reviewed the account(s) referenced and did not find any duplicate transactions within a single account. Based on your message, it appears that two separate accounts were involved, and in such cases, one charge per account would be expected.
  
  Additionally, duplicate transactions do not occur across different payment methods or cards, as each transaction is processed independently.

• Initial Complaint

  Date:04/18/2026

  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.

  I paid Drake Software, LLC d/b/a REMOVED$38.40 for tax preparation software to file my 2025 federal return. The product contains a defect that caused my return to understate federal tax by $993.26, resulting in an REMOVEDCP11 notice.The defect is in the web form field for REMOVEDEmployment Taxes), line 8. On the actual REMOVEDform, line 8 is labeled "Total social security, REMOVEDand federal income taxes." In REMOVED's web interface, the corresponding field is labeled "State disability FICA taxes withheld" a label that describes no real tax. FICA is a federal tax, not a state one. Schedule H line 8 has no relation to state disability. For Tennessee residents, there is no state income tax or state disability program, so the field as labeled has no valid use.The defect REMOVEDusers two ways. (1) A user who takes the label at face value concludes the field doesn't apply and leaves it blank, causing omission of household employment tax from their Form 1040. (2) A user who follows the REMOVEDform's numbering (REMOVED's convention on other schedules I have used) enters the correct line 8 total in field "8" anyway. In my case I entered $993. On the filed Schedule H, the $993 did not appear in the line 8 box it appeared as a margin annotation labeled "DISABILITY," and the line 8 box read $0. Because the text label and the field number contradict each other, a reasonable user has no way to know how to correctly enter data in this field.I received REMOVEDNotice CP11 assessing an additional $993.26 on my 2025 federal return. While I do owe this tax, the assessment, the time spent resolving the notice, and the risk of future confusion with the REMOVEDare all direct consequences of Drake Softwares defective product.I reported the defect to REMOVEDsupport by email on April 5, 2026. They responded and declined to acknowledge any defect. This same field-label error will affect any REMOVEDcustomer with a household employee.

  Business Response

  Date: 04/20/2026

  Thank you for reaching out regarding the issue with line 8 on Schedule H.
  
  We understand how certain areas of a tax return can be confusing, especially when the purpose of a specific entry is not immediately clear. However, as part of the filing process, it is ultimately the taxpayers responsibility to review their return carefully for accuracy before submission.  This includes verifying that all entries appear correct and seeking clarification on any items that are unclear.  If something appears incorrect during your review, we strongly encourage reaching out for assistance prior to filing so that any concerns can be addressed and corrected in a timely manner.

  When a return is self-prepared, it means the taxpayer is completing and submitting the return without the direct involvement of a professional tax preparer. While this offers flexibility and control, it also means that the responsibility for entering accurate information, understanding each section, and verifying the final return rests entirely with the filer.

  Tax forms and schedulessuch as Schedule Hcan include complex or unfamiliar entries, and its important to take extra care when completing them. If something does not look right or is unclear during the process, its strongly recommended to pause and seek clarification before filing.
  Taxpayers always have the option to consult with a qualified tax professional if they are unsure about any part of their return. Getting guidance ahead of filing can help prevent errors and avoid the need for corrections later.

  Customer Answer

  Date: 04/21/2026

  I am rejecting Drake Software's response because it does not address my complaint.

  I did not complain that Schedule H is complex. I complained that Drake's own software labels a specific input field (Schedule H line 8) with text that describes no real tax and misrepresents what the field is for. Drake's label "State disability FICA taxes withheld" is wrong in two distinct ways. First, "state disability FICA" is not a tax that exists: REMOVEDis a federal payroll tax, and Schedule H line 8 has no relation to state disability insurance. Second, line 8 is not a "taxes withheld" figure at all. The actual REMOVEDlabel reads "Total social security, REMOVEDand federal income taxes" the total household employment tax the employer owes, not anything withheld from an employee's pay. Drake's label compounds both errors into a single field, so even a user who tried to puzzle out what it meant could not arrive at the correct answer.

  A taxpayer's duty to "review their return carefully for accuracy," which Drake's response emphasizes, depends on the software's field labels being accurate. When the label asks for a nonexistent tax, there is nothing a careful reviewer can compare against. When it asks for a "withheld" amount but the field actually captures total tax owed, a careful reviewer who knows what was withheld will enter the wrong figure and will have done so precisely because they reviewed carefully. Drake's advice does not rescue a user from a defective label; it delivers them to it.

  Drake's response does not explain why the form is structured this way, does not commit to correcting it, nor does it address the risk that other customers will be affected.

  REMOVED's product caused a $1000 mistake on my return. That is not a failure of careful review; it is a failure of the product I paid to use.
  My requested resolution is unchanged: a full refund of my filing fee, and written confirmation that Drake has corrected the field label to prevent future harm.

  Business Response

  Date: 04/21/2026

  Thank you for your detailed response. We understand the specific concern youve raised regarding the labeling of the Schedule H line 8 input and how that may have contributed to your filing outcome.
  
  While our software is designed to assist with tax preparation, it remains the taxpayers responsibilityparticularly in a self-prepared returnto ensure that all entries are accurate and consistent with IRS definitions and instructions. That said, we do take feedback about potentially unclear or misleading field descriptions seriously, as clarity is an important part of the user experience.
  
  Your comments regarding the wording of the Schedule H line 8 field have been documented and escalated to our development team for review. We are continuously working to improve the accuracy and clarity of our software, and user feedback like yours plays a role in that process. However, we are not able to guarantee specific changes or timelines for updates.
  
  Regarding your request for a refund, we understand your position. Refund determinations are handled in accordance with our terms of service, and we can submit your request for further review. Please note that use of the software to prepare and file a return may impact eligibility.

  Customer Answer

  Date: 04/21/2026

  I am rejecting this response because it does not resolve my complaint, though I acknowledge it represents movement from Drake's initial reply.

  My original request was for two things: a refund of the filing fee, and written confirmation that Drake has corrected the Schedule H line 8 field label. Drake's response commits to neither.

  Escalating the issue to a development team "for review" is not the same as committing to correct the defect. Submitting a refund request "for further review," while noting that use of the software "may impact eligibility," is not the same as granting the refund and reads as a preface to later denial on terms-of-service grounds. I appreciate that Drake has now acknowledged the specific labeling concern, but acknowledgment without a commitment to fix or to refund does not constitute a resolution.

  I will consider this matter resolved when Drake (a) issues a refund of the filing fee, and (b) provides written confirmation that the Schedule H line 8 field label has been corrected. Until then, my complaint stands.

  Business Response

  Date: 04/22/2026

  Thank you for your continued correspondence and for clearly outlining your concerns.

  We appreciate the time you took to explain the issue with the Schedule H line 8 field, and your feedback has been taken seriously. Your comments have been shared internally for further review.

  As a resolution, we will be issuing a full refund of your filing fee. You should expect to receive confirmation of this shortly.

  Our legal team has let us know that they will be handling additional correspondence.  Thank you.

• 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.

  Customer Answer

  Date: 02/11/2026

   
  I am rejecting this response because:

  DrakePay-FUNDING charge my account everymonth despite I talk to them and Drake promiced to stop charge me and refund all money.  
  

  
  

  Business Response

  Date: 02/11/2026

  Your request is pending.  While this is a contracted and agreed upon charge based on PCI compliance, you may qualify for an exception.  If you haven't gotten a decision in 7-10 business days please let us know. 

• 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.