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:02/08/2023

  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.

  I hired the national benefit authority to help me file forms for a potential disability tax credit. I was unaware that in their clause they state that they require life**** access to my CRA account. They stated that it costs nothing and they take a percentage of the disability tax credit if I qualify. I never received any disability tax credit and now they have sent my file to a collector stating I owe them $666.01. I have not removed them from my CRA so they can see that I have received no return. **** ** ** ***** **** ********** ********* *** I’m worried that it will affect my credit score. I don’t want them to have access to my CRA anymore. I didn’t understand what I was signing due to my disability, and they took advantage of me that way.

  Business Response

  Date: 16/08/2023

  We thank Ms ************ for reaching out and appreciate that she would like to have this matter resolved.  We as a company  prides ourselves on helping thousands of disabled Canadians and their families over the last 13 years certainly have no interest or intention to wrongfully invoice anyone.  We would like the opportunity to confirm the information provided. However because we do not have CRA authorization we are unable to do so. 

  Ms ************ was advised of this in 2019 when she spoke with our agent. Upon discussion and agreement by our client ,he mailed out a CRA authorization form so that we may verify the information however we did not have this returned. 

   

   We certainly do not request access to a persons CRA account indefinitely , only  for the duration of our work  so that we can assist the application process. Fully maximize a persons claim and then confirm the determination to ensure the client receives all that they are entitled to. if not, then further work is applied . 

  What we do know from our records is that the National Benefit Authority assisted in filing the Disability Tax Credit application July 24th 2018 . The Application was initially declined by the CRA September 2018 however as part of our promise and service to our clients we immediately got to work in an appeal and filed a Notice of Objection December 2018. 

  March 7th 2019 we received notification via both via a letter of redetermination from the CRA and a manual check of the clients CRA account  that the original decision was overturned and the client was not approved the DTC for years 2012-2019 , everything we had asked for.  

  As our authorization was then cancelled we could not confirm the deposit amount or date of the refund which is part of our service. To assist the client should there be any delays or questions.  

  We therefore sent out a "blind; invoice, which is the amount that was showing as the estimated refund based on the years approved that was showing in a previous review .  with this invoice we request re-authorization to a persons CRA account, level 1 only so we may "view' the details.

  if this invoice is incorrect, we ask that the client provide CRA access or alternative proof that no credit was issued as part of the work performed by the National Benefit Authority  and we would have the matter updated and corrected.  

  We ask that this client reach out to us to discuss. We we are definately willing to work with her.  

   thank you . 

  Customer Answer

  Date: 16/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have tried to call the company many times and they have no voicemail and with no answer, I will not be calling them again. 

  As stated by the company in their own response, I am not eligible for the Disability Tax Credit this our business agreement is over. An agreement was made with a representative in 2019 that I would put them as a level 2 on my CRA and I had them as a level 2 on my CRA which means they can see everything but not do anything for on my behalf up until August 2nd, 2023. I have removed them from my account as they sent an amount into collections even though they can see that I never received any disability tax money. Due to this ********** behaviour I have been advised by my legal representation to remove them from my CRA so that they have no access to my personal details. I also do not feel safe having this company have access to my details. 
  
  
  
  Sincerely,
  
  
  
  ***** ************

  Business Response

  Date: 01/09/2023

  We would definitely like the opportunity to resolve this situation . If an error in invoicing has been made , we will of course correct it. Based on the information we have and have had we cannot confirm the discrepancy . if the client does not wish to talk to us then if she can talk to the collection agency . They then can Liaise with us .If this client has an alternative way to provide proof that they did not receive a credit  based of our work then we ask that they do please do this.  If the client would like to arrange a time that we call her  to discuss options then we will also do this.  Thank you .

  Customer Answer

  Date: 01/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  

  Again, I have tried calling your number listed. 

  CRA had a history of every time you have accessed my account. I removed you on August 2nd AFTER you sent an amount into collections. On July 25th 2023 you accessed my account many times. You can see that I never received a disability tax credit and STILL sent an amount into collections. 
  Our business contract is terminated. 
  Please send me proof in writing that our contract is terminated and that you have removed the amount from collections. My email is ************@*******.com 

  I have taken screenshots of the activity on my CRA that you claim to no have had access to, you will never gain access to my CRA again as I have privacy concerns if you don’t know that your own staff are accessing clients CRA accounts. 

  Thank you.

  Business Response

  Date: 20/09/2023

  We would like to assure this client that we are and have been looking into her claims. Should any further information  come to light then we will act accordingly . We have no desire to invoice anyone for work not done by our company . All evidence we have on file still suggests the invoice was valid as we did not confirm that no refund was issued due to loss of authorization .. We have also reached out to the agency where the invoice now belongs. They can act as Liaison between the two of us in order to find a speedy resolution . Thank you .

  Customer Answer

  Date: 21/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  The company has received an email from my legal representative with ample proof including tax returns and proof under the disability tax credit section of the CRA stating that I have never received a refund. Further, proof that this company falsified their claims having not had access to my CRA when they clearly did and sent an amount to collections anyways. I do not trust this company. ** ** * **** ******* *** I am trying to have it reported to whatever authorities I need to, in order to protect other people like myself. 
  Please remove the collection. You have received more than enough proof that I never received any refund. 
  
  Sincerely,
  
  
  
  ***** ************

  Business Response

  Date: 03/10/2023

  We would very much like to resolve this issue. A representative did try  to call Ms **** September 20th to discuss this but unfortunately they were disconnected after being told "wrong number" . We will try again . By the correspondence forwarded we do see that Ms **** was approved the Disability Tax Credit for the work completed by the NBA .  The information provided does not illustrate whether a refund was issued or not. We understand if Ms **** does not wish to provide further CRA access , If , alternatively  Ms **** or her representative can take a ******* of her 2012, 2014, 2016 tax returns on her CRA account and email it to us as proof she was never reassessed for those years regarding DTC adjustment that would be acceptable and we can certainly settle this matter.   thank you .

  Customer Answer

  Date: 03/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I didn’t even hire this company until 2017. Why are they asking me for my old tax returns? I have been emailing the company ***** with my representative Lori M.. Neither of us have received any response. I have tried calling the company multiple times with no response. Can the company please provide with me with a different phone number where someone will be available. And please provide me with an email address where I can send proof that I never received disability tax credit (which I have already provided via email but I must be emailing a representative who doesn’t work there anymore as I have received no response.) My representative has also emailed the collection agency as well. 
  
  
  
  Sincerely,
  
  
  
  ***** ************

  Business Response

  Date: 10/10/2023

  Thank you ***** for working with us on this. Please if you and/ or your representative can forward all documentation for the attention of Derek.  Email : **************@****************.ca  Phone ***** ********.  They have  tried reaching out to you by phone but have so far been unsuccessful . We would ask that as your invoice is several years old that you do liaise with this agency now as they are taking care of your details and aware of the matter. Should they need anything from us they will in turn reach out  to us for details.  We do that this comes now to a speedy resolution for you . Thank you.

• Initial Complaint

  Date:30/05/2023

  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.

  Never performed any service on my behalf with the cra.Began demanding fee for percentage of my tax returns,that I amended and filed Demanded payment by phone email ,collection agency .relentless.Until I contacted cra who confirmed nba had done nothing on my behalf?except once they wee aware refunds were issued to me they came after it
  Surely this abuse of sitting in the wings and then threatening disabled people to give them money deserves to be looked at by the Ontario ** office .Not just *** Thanks ****.I am so incensed because these people are sending me these letters AGAIN

  Business Response

  Date: 06/06/2023

  We would like to assure this client that prior to any invoice being sent out  we do confirm that any refund issued from the CRA was based of of the work that we do . In this case we were given permission via email from the clients email address May 31st 2019 to to go ahead and make submissions for unclaimed amounts.

   June 17th 2019 our Tax department completed their review and  proceeded to submit paper adjustments to CRA along with the Schedule 6 attached to support the Working Income Tax Benefit (WITB) claims  Although we note that  the client claims that he did the work himself,  for this particular WITB clam CRA would not have processed a claim  unless a T1 adjustment and a Schedule 6 was sent to them to show that the client was entitled to a refund in 2014-2015.

  On July 30, 2019 we invoiced  for the 2014-2015 reassessments for WITB claims totaling $1121. Based on everything we can see ,the refund was generated by our work. 

  We have made no attempt to contact this client since he advised us he was not going to pay the invoice August 2019 however we would urge him  to please contact us if they wish to discuss further . 

   

   Thank you 

  Customer Answer

  Date: 06/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I have removed them from my cra account prior to 2019.Cra confirmed they did nothing on my behalf.Never received any correspondence from the nba until after I received monies 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 30/06/2023

  We again would urge this client to contact us to discuss. From our records CRA authorization was removed but this was not prior to 2019 . Our records indicate October 2020 . Our submission were made the CRA for Mr ****** refund June 2019 . According to our records the refund was issued as per our request August 2019.if our authorization had been removed we would not have known and the refund.
  

  In no way does the National Benefit Authority want to charge anyone for work we have not completed however there is no indication on our end and what we have confirmed with CRA to justify NBA removing the invoice.  if Mr ***** can provide us  any further proof that the refund was based off of  work he did independently or confirmation from CRA that the refund was not a result of the work performed by the NBA then we will certainly take that into consideration. .

  Thank you.
  

• Initial Complaint

  Date:02/05/2023

  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.

  I have used National benefit authority( # is 1 888-389-0080) for many years because of my son's disability, When I applied they requested I send the original copy of my T2201 form from my son's doctor, I sent it to them and they used it to deal with the cra, Now that I am no longer using them since 2020, I have for the past 2 months been asking to return these very important forms, and they refuse. they keep saying they do not have them, but the whole purpose of using them is to help deal with the cra, they have to keep these records for 6 years from the last year we used them. Besides it would be very irresponsible of them to have misplaced the original copy of this important document. I have been trying for 2 months to get a copy of this, I spoke with bunch of different people, and sent a letter to their privacy department, and still nothing. I want a copy of this for my records. They belong to me. I also want you to be aware that this business is now known as ****** ******** Inc.( 1 ************) They changed their name while I was with them. I will also be filing a complaint with the office of the privacy commissioner of Canada regarding this matter.

  Business Response

  Date: 04/05/2023

  We thank Ms ********** for working with the National Benefit Authority and apologize if there has been any confusion . I do see on the file that Ms ********** spoke with an agent April 14th and requested a copy of the T2201 completed in 2014 be sent to her.  We would like to advise that this was mailed back to the Ontario address we have on file. This was mailed only yesterday so we apologize for the delay.. this was not intentional. Prior to the communication with our agent April 14th 2023 , the last call we had with Ms ********** was May 16th 2022. We hope that this resolves the matter . Thank you.

  Customer Answer

  Date: 09/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Today is may 9th, and I have not received anything from them yet, nor I I heard from them, and I requested that these documents be sent in a safe and secure manor as these are very personal and private documents. and am also concerned they will just say lost in the mail. 
  
  These documents should take 5 days max to reach us.
  
  Sincerely,
  
  
  
  ********** ********

  Business Response

  Date: 19/05/2023

  We definitely understand the frustrations with the duration of mail but do assure this client that the application requested was sent out when requested May 3rd to the Hamilton address we have on file. . We would ask that the client call us to advise if this is now received or of the address on file needs to be updated. Perhaps we could fax the application / 

  In the interim I will have a copy of the application mailed out again . 

   

  Thank you . 

• Initial Complaint

  Date:15/02/2023

  Type:Customer Service 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 applied with NBA years ago it was denied. I didn't pursue it .NBA appealed it. Its been closed,canceled I thought years ago.
  I have told George several times I'm not claiming. He is harassing me. I ve blocked,however he stoll leaves me messages about time sensitive and my tax credit. I'm retired. Please have him stop.
  Thank you

  Business Response

  Date: 21/02/2023

  We sincerely apologize for disturbing this client. Our intention is only to help. I have ensured that we will no longer be reaching out. Thank you.

  Customer Answer

  Date: 21/02/2023

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

• Initial Complaint

  Date:31/01/2023

  Type:Sales and Advertising 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.

  This company will not stop with trying to contact my husband (**** ****** and myself (****** *****). In 2018, after contacting them I advised them that my psychologist was not on board with filling out the forms. So, I was not going to continue filling out forms for the Tax Benefit. It causes unwanted stress when messages are left on our phone telling us they urgently need to speak with us. 5 years later ....... please stop. Thank you.

  Business Response

  Date: 03/02/2023

  We would like to sincerely apologize for disturbing this lady and her family
  Our intention is only to help.I have ensured that we will no longer  be reaching out..
  If you change your mind please do reach out to us.
  We are here to help! Thank you .

  Customer Answer

  Date: 03/02/2023

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

• Initial Complaint

  Date:24/01/2023

  Type:Sales and Advertising 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.

  This company will not stop calling. They call from 1-************ They call me every day despite be telling them to remove me from their calling list. I’ve called numerous times, and spoken to many people who all claim they will remove my information- they are still calling. When I call and ask to speak to a supervisor- there is never one available.

  Business Response

  Date: 24/01/2023

  We certainly understand this clients frustration however the phone number mentioned does not belong to the National Benefit Authority . This lady was a client of ours ,but no contact has been made or attempted since September 1st 2022. Thank you.

  Customer Answer

  Date: 28/01/2023

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

• Initial Complaint

  Date:05/12/2022

  Type:Order 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 do not want to be contacted by the national benefit authority. Although I have a qualified disability I have found gainful employment. I have been contacted multiple times for over 12 months and I do not wish to return the call as I no longer need your services. Please do not contact me by phone any longer.
  Thank you for understanding.

  Business Response

  Date: 19/12/2022

  We understand this
  clients concern and would like to reassure them that since receiving this request to make no further contact, that all contact details have
  been removed from our files.
  Should this client have
  any further concerns we would request that they call and speak with an agent.Thank you.

• Initial Complaint

  Date:25/10/2022

  Type:Order 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 not done any business with this company other than signing up to be called to learn more about their service. I decided to not work with them and did not answer their call, now I am receiving calls multiple times a week saying there are updates with my claim. I have not given them any further information and have not filed anything with them and I do not know why they continue to leave voicemails.

  Business Response

  Date: 18/01/2023

  We appreciate the concerns mentioned in this post. We would like to assure Ms ***** that once we were informed that she no longer wished to hear from us , that a stop to all calls to her was placed and her contact details removed. We apologize for any inconvenience our attempts to reach out to her caused. If Ms ***** has any concerns or question for us in the future we do encourage her to call or email us directly. Thank you. 

  Customer Answer

  Date: 18/01/2023

  
  
  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,
  
  
  
  ****** *****