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:23/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning of March 2025 my mother was contacted by this business saying that they could help her apply for Medical EI as her application to get Medical EI was rejected a few days prior. She provided her personal information to this company and they said that they would need the information of who she is living with and who was taking care of her. I provided my information to this company along with my sister, and grandmother. I never signed a contract with your company or gave permission for you to access my tax information but a few days later I got an email saying that my 2023 taxes were being reassessed. I received a refund from the CRA the next day. But then I had 750$ taken from my account by this company the next day. I have removed them as representatives on my CRA profile, filed ***** charges with my bank and filed a ***** report with the RCMP. But now I have been getting harassed non stop for the past week by this company saying I owe them money and saying they will escalate further if I do not pay them. I did not give consent to all of this and they have taken advantage of my vulnerable mother when she was in a state of desperation and they never even helped her. If this company does not leave me alone I will be forced to get a lawyer involved

  Business Response

  Date: 05/05/2025

  Hi *****, 

  I hope all is well.

  We are very sorry about any misunderstanding that happened. Please be aware, ?we never say we are helping with EI, since that is not what we do. We help assess any benefits that were missed over the last 10 years. In addition, the only way we would have access to your taxes is by you completing our form and signing our client agreement (attached and signed on March 21). We would never have access otherwise. In addition, we do see that one of our agents called you on March 24 to inform you that you are eligible to claim a refund due to support you provided for your mother. You then provided us with your banking information so that we would be able to remove our fee and you decided to proceed with us filing the refund (you were also notified of our debt policy).

  That is why we have been calling you to receive our fee for the refund we filed for you, since the payment of our fee never went through. Once our fee is paid, your file will be closed and we will not proceed with filing any more refunds that are available to you.

  If you have any questions, please give us a call!

  Thank you.

• Initial Complaint

  Date:02/12/2022

  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.

  On 05/29/2022 I got an email from CBA Stating: “Hello *****! We are currently processing your Disability Benefits and require your doctors contact information to complete the claim. Please click the button below to submit your doctor’s name and telephone number. If you do not have a doctor, please contact us at 1.************ for other options. Thank you, we look forward to having your benefits ready quickly!”. To which I didn’t respond. The email stated “application on hold”, so my application was on hold and come to find out they went through with the application process anyways without receiving a Medical note from my doctor, why would they carry through with the application process of the disability benefits without sending a medical request to my doctor first? After all the only purpose of this business is to get medical information from your doctor so they can pay you the right amount of money based on the disabilities that someone has and for how long. I’ve been calling thier buisness line for answers but they don’t provide much information and the information they do provide seems to not make sense. I talked to a lady named Janice and her professionalism was despicable, she had no patience when it came to answering my questions and concerns *** ** *** ** ******** * ************ **** ***** ******** **** **** **** ********. I’m quite respectful when I talk to people so I know the reason for her attitude wasn’t because of something I said or did. In the midst of me asking her a question she hung up in my face even though I was speaking in a neutral respectful tone just inquiring about my application. I never got an email stating the Disability benefits went through. I have no idea what’s going on with this company. How can they claim or refund my disability benefits without my doctors consent or without a doctors note or without sending in a request to my doctor? They wanted me to send their email to my family members and I did, they’re just a very misleading company.

  Business Response

  Date: 06/12/2022

  Hi *****,

  I hope all is well.

  First and foremost, we apologize for any miscommunication that took place on our part, especially if an agents was disrespectful to you. That is not how we run our company and we will definitely be having a word with her about that. Regarding the refunds for disability, there are several different types of refunds we are able to claim when it comes to disability. Some refunds require a simple note from the doctor, some require a 19 page form, and some don't require anything at all. That is up to Revenue Canada to decide once they review the adjustments we file. That is why we were still able to claim something back, since Revenue Canada did not ask for a medical note to support the claim we had in process. 

  We do still ask for a simple medical note from our clients so that we can have it on record, even if CRA might not need it and we proceed with putting the adjustments in process since it does normally takes a few months for everything to be reviewed. Our clients normally send us the medical note not long after they sign up with us since it is mentioned to them when they apply.

  Again, we apologize for any miscommunication on our end and if this process has been frustrating to you. Your file has been closed with us and nothing else will be filed.

  Thank you.

  Customer Answer

  Date: 14/12/2022

  
  Complaint: ********

  I just want to know for certain that this buisness will cancel and stop their representatives from representing any applications on my behalf permanently. 

  Business Response

  Date: 16/12/2022

  Hi *****,
  I hope all is well.
  
  Yes, as one of our agents has already notified you, your application has been closed on our end and nothing further will be filed. In addition, the agent that spoke to you notified you that you can remove us as your representatives from your CRA account (either by calling CRA or doing it online). This is something only you can do. However, on our end, it has been closed and no further action will be taken.

  Again, we apologize for any frustration this may have caused you. That is never our intention.
  
  Thank you

  Customer Answer

  Date: 18/12/2022

  
  Complaint: ********

  You guys don’t have your facts right, I called CRA already as I had already mentioned this to Janice but since she apparently doesn’t listen to anything that I say I will repeat myself, the CRA said to call you guys and ask to have my file closed and to request that you guys stop your representatives from representing my case in all its entirety, The CRA Can’t cancel you guys being my representatives because they’re a seperate buisness from you guys obviously, you guys are the ones that need to close my account the cra has nothing to do with it since I already told Janice that,  they said to call you guys and tell you I don’t want you guys to represent my file anymore, Meaning you guys are the ones that need to let me know when you’ve stopped your representatives from representing any form or benefits on my behalf. Also Janice mentioned someone would call me from there end to discuss my file, no one has called me yet and I wonder why, this could’ve been sorted out already had you guys have called me to sort this out over the phone, why hasn’t anyone from your buisness contacted me like you guys said you would over the phone When I called you guys? 

   

  Business Response

  Date: 21/12/2022

  Hi *****,

  I hope all is well. 

  Unfortunately, the information you have is incorrect. We are a company registered with Revenue Canada. That means only they have the ability to remove anyone from your file. As we explained to you numerous times, we have stopped all activity on your account. It has been closed with us. However, again, only you can call Revenue Canada and ask them to remove us as representatives from your file. We are registered with them, so they have full control over your file. Just as they are the ones who approved us as representatives, they are the only ones who can remove us.  We are not sure why they told you only we can do it, but that is incorrect. It is best to call them again.

  We closed everything on our end already.

  The agent you spoke with about cancelling your file gave you the same information and she closed your file, so it is possible we did not understand that you wanted us to call you back again after we closed everything. We apologize for that.  

  On our end, regarding your file, there is nothing else we can do.

• Initial Complaint

  Date:25/10/2022

  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.

  The above mentioned company told me that I was entitled to government disability payment of up to $40,000 dollars. So they asked me for my siblings to fill out forms on my behalf as witnesses of my disability. I was told to get a dr.s note which I did. Now they are saying a totally different thing. About the payment. Now they say it goes to my sister for the support she's giving me and I have had no support or care or money from my sister and also she lives in another province. This is a **** to which they want they're commission and thats all that matters to them. They also said they are part of the government and they are not. I've been told *** after *** to get me to get thos process started so they can benefit not me. If my sister gets money ot would be a ***** and I want no part of it and either does my sister. They are about making commissions and they are telling ***s doing it. Please help me put a stop to thos ********** company. Yours truly ****** ******

  Business Response

  Date: 14/11/2022

  Hi ******,

  I hope all is well.
  

  We apologize for any misunderstanding that happened. To clarify, we never promise our clients any specific amount of a refund as we cannot guarantee the amount since it needs to be approved and decided by Revenue Canada. Therefore, to state that we told you that you would receive $40,000 is simply not correct. In addition, when we ask our clients the questions to get started on their application, we always ask them to state who has supported them with their disability, in order to maximize refund. We do not ask for any witnesses. In the call, we asked you for supporters/ caregivers, and you specifically stated to put ******** on the application. In addition, we do not say that we are the government, rather we are a company that is registered with Revenue Canada.

  In the call with ********, we notified her that she was eligible to receive refunds on your behalf for support that she provided for you, and she gave us the required information to proceed with filing the adjustments. It was explained to her how we would be filing it, and she wanted to proceed.

  We do our best at maximizing refunds for disabled clients based on the information they provide to us. If you have any questions as to why the refund couldn't be issued directly to you, please give us a call so that we can explain Revenue Canada's criteria.

  Thank you.