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Billing Services

Link2gov

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Complaints

Customer Complaints Summary

  • 171 total complaints in the last 3 years.
  • 23 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/02/2025

    Type:Billing Issues
    Status:
    Answered
    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 April 12, 2025, I used Link2Gov Pay1040 to make a payment to the *** in the amount of $8495.00. This transaction was processed through my **************** on April 12. 2025. Additionally, I was charged a separate service of $211.53 for the above transaction which was also processed through my **************** on April 12, 2025. Today, we received letter from the *** stating we owe $8495.00 with a penalty of $84.95 and with interest of $78.55. Your business is an authorized payment processor for the *** and is therefore contracted to provide this service in an accurate manner. You should be able to track when and where you sent my payment to the *** and you should be able to contact the *** directly to confirm their receipt of the funds you sent to them on my behalf. Please perform your business responsibility and conduct the necessary research to identify where you sent my payment to the *** and confirm they received it. I've seen previous complaints on this web site and I do not want to cancel my payment. I want YOU to rectify this deficiency in your process with the **** Fix my issue. Please.I cannot believe you you remain an viable option for the *** as an authorized payment processor for the *** with the amount of complaints I've seen.

    Business Response

    Date: 06/03/2025

    Good morning,

    We will send the *** EFT# to the email listed in the payment confirmation provided. It can be provided to the *** to locate your payment.

    Thank you for your patience,

    Again, thank you for using PAY1040.com.

    Thank you,

    Pay1040.com **************** Team
    Operations / Support Engineer III
    Pay1040.com - Operations / Support Center

  • Initial Complaint

    Date:05/23/2025

    Type:Product Issues
    Status:
    Answered
    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 December 24 I submitted payment of $5000 to *** for the 1040 ES. The transaction was failed because of the credit card block. But I was charged for $93.5 services fee for the failed payment. I called in to the customer ******************** and they said they are going to process the refund. Every time when I called in the customer ******************** keep saying we started process the refund and you should receive in 10 business days, but never received. After 5 month, when I called in on May 23 2025, I still received the same answer, the previous refund failed and we will process the payment again and you should received in 10 business days. No confirmation, no tracking numner.

    Business Response

    Date: 05/27/2025

    Hi Zhang,

    I apologize for the inconvenience. There was an email that we sent to you on Fri 5/23 explaining that the correct payment had been located. Originally, we received a request that you were inquiring about the ***** fee. In the email we explained that we located the correct payment and the fee of ***** had been added to the manual refund que for our Settlement Team to process. You should expect to see the funds credited back to your account within 10 days or so taking into account the holiday on yesterday, which may cause a delay. 

    Thank you 

    Thank you for using PAY1040.com.

    Thank you,

    Pay1040.com **************** Team
    Operations / Support Engineer III
    Pay1040.com - Operations /Support Center

    T:  ***************
    E:  ************************************************


  • Initial Complaint

    Date:05/20/2025

    Type:Product Issues
    Status:
    Resolved
    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 forgot to say the issue may be because what I needed paid was my 1040NR, not a simple 1040, as I am an international student with a work permit in-campus. I googled and my research told me Pay1040 would get that paid for me regardless. So I hope you can get it sorted.at Pay1040 either:Ensure the payment is correctly delivered and credited to the *** on my behalf, or Issue a full refund so I can make the payment directly through another method.This delay is putting me at risk of penalties and interest through no fault of my own.Desired Resolution:Timely transmission of funds to the *** or a full refund. Please contact me about updates by email only, as I am not frequently available by phone.Thank you for your attention to this matter.

    Business Response

    Date: 05/21/2025

    Our apologies, however, we are unable to cancel/refund a payment once it has been submitted to the ***, as we are no-longer in possession of the funds from the transaction.  Regretfully, we are unable to assist you directly in this matter.  You will need to contact the *** ************* for personal tax, or ************ for business tax) to request a reimbursement of these funds.

    Please note, if you made your payment recently, you will need to wait for the *** to complete processing the payment, so that it has been attached to your account, before they can assist you.  This time-frame can vary depending upon the time of the year and the volume of payments that the *** is receiving, but it typically can take up to 10 business days for the *** to process a payment.

    Thank you for using Pay1040

    Customer Answer

    Date: 05/22/2025

     
    Complaint: 23357661

    I am rejecting this response because: I am *not* asking you to refund or cancel my paymentIm fully aware that the window for that has passed. What I *am* asking is for you to do what should have been done from the start: ensure the payment is properly linked to my IRS record.
    The payment was made, it cleared, and you confirmed receipt. Yet the *** has no record of it. Thats not a refund issue. Thats a failure on your end to complete the transaction chain.
    So no, I dont want you to cancel itI want you to correct it. Label it, route it, escalate itwhatever internal action you need to take to make sure my payment is credited properly to my *** account. Do your job.
    This is a critical payment with real financial consequences. Please treat it as such.

    Sincerely, with justified frustration at your copy-pasted response,

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

    Customer Answer

    Date: 05/23/2025

    *********. I called the *** and they said I had no balance due. I guess they sent the letter before processing it which is weird considering if was far from the 21 day range they talk about. Sorry for getting infuriated at you guys. I guess it got fixed somewhere along the way unless you guys did do something between my responses. You may close this ticket.

  • Initial Complaint

    Date:05/13/2025

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Complaint: 23322323

    I am rejecting this response because: You are the acting entity receiving and distributing funds. I paid you, not the ***. You were supposed to ensure that happens. It isn't my role to do your work for you.

    Sincerely,

    **** *******

    Business Response

    Date: 05/13/2025

    Our apologies, however, we are unable to cancel/refund a payment once it has been submitted to the **** as we are no-longer in possession of the funds from the transaction.  Regretfully, we are unable to assist you directly in this matter.  You will need to contact the *** ************* for personal tax, or ************ for business tax) to request a reimbursement of these funds.

    Please initiate a chargeback with your credit card company

    Again, thank you for using PAY1040.com. 
    Thank you,
    Pay1040.com **************** Team

    Business Response

    Date: 05/20/2025

    Our apologies, once again. We are the payment processor for the **** once it has been submitted to the **** we are no-longer in possession of the funds from the transaction.  Regretfully, we are unable to assist you directly in this matter.  You will need to contact the *** ************* for personal tax, or ************ for business tax) to request a reimbursement of these funds.
    You can also initiate a chargeback with your credit card company as well.


    Again, thank you for using PAY1040.com. 
    Thank you,
    Pay1040.com **************** Team

  • Initial Complaint

    Date:04/20/2025

    Type:Product Issues
    Status:
    Answered
    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 filed my 2022 taxes in 2024 with ********** and owed $54 to the ***. On 6/14/24 I followed the link they provided to pay the past due fee which was Pay1040 (Link2Gov). I paid a total of $57 after fees and received a confirmation email stating that the *** has accepted my tax payment. Months later I received a letter from the *** stating that I hadn't paid the fee and therefore owe them money. I disputed the claim and showed them a receipt from the ******* website showing that I had paid the fees to this company and therefore they should have sent it over to the ***. Once I received this year's tax return though they took the money owed from the return. I contacted Pay1040 on 4/7/25 about how the money I paid on their website was not actually accepted by the *** and therefore I paid for nothing. They said they would contact me within 24 hours but now it is 2 weeks later and no response. I have now paid twice for this debt. It is my goal to receive a refund from ******* for the $57 I entrusted to be sent to the *** as the website and email originally stated.

    Business Response

    Date: 04/22/2025

    Our apologies, however, we are unable to cancel/refund a payment once it has been submitted to the ***, as we are no-longer in possession of the funds from the transaction.  Regretfully, we are unable to assist you directly in this matter.  You will need to contact the *** ************* for personal tax, or ************ for business tax) to request a reimbursement of these funds.

    Please note, if you made your payment recently, you will need to wait for the *** to complete processing the payment, so that it has been attached to your account, before they can assist you.  This time-frame can vary depending upon the time of the year and the volume of payments that the *** is receiving, but it typically can take up to 10 business days for the *** to process a payment.

    Again, thank you for using PAY1040.com. 
    Thank you,
    Pay1040.com **************** Team

  • Initial Complaint

    Date:04/17/2025

    Type:Product Issues
    Status:
    Answered
    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 tried to make a $3000 IRS payment transaction on your website on 4/14. It gave me an error message and says the payment cannot be processed, so I had to go to another website to pay. ONE WHOLE DAY LATER, you sent me an email saying the payment is now processed. How is this legal??? I need my $3000 and fees back. Please contact me **** to resolve this

    Business Response

    Date: 04/18/2025

    Thank you for using ******************************* at www.pay1040.com for your federal tax payment this season.

    Our apologies, however, we are unable to cancel/refund a payment once it has been submitted to and accepted by, the **** as we are no longer in possession of the funds from the transaction.  Regretfully, we are unable to assist you directly in this matter.  You will need to contact the *** ************* for personal tax, or ************ for business tax) to request a reimbursement of these funds.

    Please note, if you made your payment recently, you will need to wait for the *** to complete processing your payment before they can assist you.  This time frame can vary depending upon the time of the year and the volume of payments that the *** is receiving, but it typically can take up to 10 business days for the *** to process a payment.

    You, of course, always have the option to file a dispute with your card issuer/financial institution. This would be the easiest and quickest way to be reimbursed.  In case you decide to go this route, weve added a note to your payment so that our Accounting Team knows to accept it and not challenge it.

    If youve already filed a dispute and it was not awarded in your favor, please send us another one and it will be automatically accepted.

    Again, thank you for using PAY1040.com.

  • Initial Complaint

    Date:04/15/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

     
    Complaint: 23206758

    I am rejecting this response because: This has nothing to do with the *** and I didnt ask you to cancel or refund anything. If you read my message, when i made my payment in your Website, I received an error that it did not go through. 

    However, my credit card statement shows that it did go through. So you need to confirm if my payment processed or not. The *** has nothing to do with your website as I contacted them the same day I made the payment. Surprisingly, I got through to them and could never get through to you.


    Sincerely,

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

    Business Response

    Date: 04/15/2025

    Thank you for using ******************************* at www.pay1040.com for your federal tax payment this season.

    Our apologies, however, we are unable to cancel/refund a payment once it has been submitted to and accepted by, the **** as we are no longer in possession of the funds from the transaction.  Regretfully, we are unable to assist you directly in this matter.  You will need to contact the *** ************* for personal tax, or ************ for business tax) to request a reimbursement of these funds.

    Please note, if you made your payment recently, you will need to wait for the *** to complete processing your payment before they can assist you.  This time frame can vary depending upon the time of the year and the volume of payments that the *** is receiving, but it typically can take up to 10 business days for the *** to process a payment.

    You, of course, always have the option to file a dispute with your card issuer/financial institution.  In case you decide to go this route, weve added a note to your payment so that our Accounting Team knows to accept it and not challenge it.

    If youve already filed a dispute and it was not awarded in your favor, please send us another one and it will be automatically accepted.

    Again, thank you for using PAY1040.com.




    Thank you,

    Pay1040.com **************** Team
    Operations / Support Engineer III
    Pay1040.com - Operations / Support Center

    T:  ***************
    E:  ************************************************

    Business Response

    Date: 04/24/2025

    Good morning,

    The payments show being accepted by the ***.

    Any issues, contact the *** for additional information.

    Again, thank you for using PAY1040.com. 
    Thank you,
    Pay1040.com **************** Team

  • Initial Complaint

    Date:03/03/2025

    Type:Product Issues
    Status:
    Answered
    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 made a payment through Link2Gov website ***************************** I made an estimated IL Tax payment on 1/15/2025 around 4pm for $5000. Illinois does not have a record of this tax payment but It does show verified on *****************************. I tried to call the customer support number and it disconnects me automatically. I sent an email to the provided customer support email address and it was sent back.

    Business Response

    Date: 03/04/2025

    Hello *** ******,

     

    Please see the attached for the results of the payment verification performed on ************************************************ for the payment in question which confirms that the payment was processed and submitted to IL **** of Revenue successfully on 1/16/2025.

     

    Thank you,

    Support Team

  • Initial Complaint

    Date:01/30/2025

    Type:Billing Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***** ******

    Business Response

    Date: 01/31/2025

    Hello and thank you for using ******************************* at www.pay1040.com for your federal tax payment this season.  The *** has provided an *** reference number for your payment.  Your *** reference number is 268467531001883.

    The IRS payment date will be equal to the date your transaction was authorized and completed. Payments are posted to your account by the *** using the information you provided on Pay1040.com. The *** typically posts payments within 5-7 days but during peak tax periods, it can take longer. If you used our service and received notification that your payment was not received by the ***, please contact the *** and provide the *** number for faster service. 
     
     
    Again, thank you for using PAY1040.com. 
     
    Thank you,
     
    Pay1040.com **************** Team

  • Initial Complaint

    Date:01/08/2025

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.

     
    Complaint: 22785209

    I am rejecting this response because:

    I have tried to call all IRS channels several time since last year and also this past week, and in all calls and letter (attached) *** is saying they have never received my payment. Yet the *** has no documentation of funds received from Pay1040 under my name.

    I have my proof of payment to Pay1040, and I believe you have the same receipt or wire transfer documentation from your company over to the ***. As you have mentioned you have no possession of my money, could you provide a such documentation from you which I can show the *** about the payment done, I will have a way to get my refund from them? Otherwise, you must refund me as I made my payment through your company, and you must be responsible to complete the transaction.

    Sincerely,

    ****** H *****

    Business Response

    Date: 01/09/2025

    Our apologies, however, we are unable to cancel/refund a payment once it has been submitted to the ***, as we are no-longer in possession of the funds from the transaction.  Regretfully, we are unable to assist you directly in this matter.  You will need to contact the *** ************* for personal tax, or ************ for business tax) to request a reimbursement of these funds.

    Please note, if you made your payment recently, you will need to wait for the *** to complete processing the payment, so that it has been attached to your account, before they can assist you.  This time-frame can vary depending upon the time of the year and the volume of payments that the *** is receiving, but it typically can take up to 10 business days for the *** to process a payment.

    Again, thank you for using PAY1040.com.

    Thank you,

    Pay1040.com **************** Team
    Operations / Support Engineer III
    Pay1040.com - Operations / Support Center

    Business Response

    Date: 01/22/2025

    Thank you for using ******************************* at www.pay1040.com.  The *** has provided an *** reference number for your payment.  Your *** reference number is 268354531000558.

    The *** payment date will be equal to the date your transaction was authorized and completed. Payments are posted to your account by the *** using the information you provided on Pay1040.com. The *** typically posts payments within 5-7 days but during peak tax periods, it can take longer. If you used our service and received notification that your payment was not received by the ***, please contact the *** and provide the *** number for faster service.

    You can also call our call center and request that we send a Missing Payment Form (MPF) to the *** for them to locate the payment, make any corrections, and properly attach it to your *** account. This option can take up to 6-12 months for the *** to respond to and we will not contact you for updates or with the response that we receive from the ***. Please call ************ if you would like to proceed with this option.

    Please note that calling the *** directly and providing them with your payment's *** reference number is by far the fastest way to find your payment and get it properly attached to your *** account.
     
     
    Again, thank you for using PAY1040.com. 
     
    Thank you,
     
    Pay1040.com **************** Team

    Customer Answer

    Date: 02/01/2025

    Dear BBB,

    I apologize for being late on this response. I was try to contact *** and make sure the information provided by PAY1040 was accurate. Yes, I'm happy with their response and the information provided will help me to dispute with IRS.

    Thanks for your work.

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