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:10/14/2022

  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.

  Hello
  I had filed the report using this website
  I did enter the bank info for payment to be made. I did enter the bank info correctly, and I had more then enough money on the account for the payment to be made
  But we received the letter that we owe money plus penalties
  I called the customer service at this website asking for the prove that we did provide the bank account or that they sent the info to so can fight the penalties.
  Customer service person name (as she said)****** (she refused to provide any other info) said she cannot give me any prove nor any assistance in resolving this matter
  I do not see why we should be liable for penalties if website did not provide the data
  We also have friends that have same issue looks like just did not get the letter yet.
  the website has the issues and we do not have to be responsible for paying penalties
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/31) */
  Contact Name and Title:************** CEO
  Contact Phone:***********
  Contact Email: *****************
  According to the IRS the payment of tax is a private matter between the IRS and the taxpayer and as such is protected by federal law. Here at************ we receive no proof of tax payment from the IRS or the customer's bank for that reason. Our job is to transmit the information exactly as entered by the customer to the IRS. Some customers provide their bank account and routing numbers for payment of tax. We have extremely strict protections in place to safeguard this information. No one on our staff is ABLE to view any part of a bank account number, so we can neither provide proof of what they entered nor review it for accuracy. We know this can sometimes feel frustrating, however the privacy and security of our customers' tax and bank information is of the utmost importance to us.
  
  There are three big reasons why tax payments fail. First, they should check with their bank because the letter may have been sent in error when funds were correctly withdrawn. They would then send that proof to the IRS to resolve the issue. Second, (and most commonly) the customers' bank stops the payment. This can happen for several reasons, usually when the bank has concerns about fraud. If the payment was stopped by the bank, this would tell the customer that their information was entered correctly, but because the payment failed, they need to set up payment another way. Third, if there's a typo. In that case the bank would not have notification the IRS had tried to debit the account, and the customer would know they should send their payment to the IRS another way. Checking with the bank in all cases provides the taxpayer with an explanation of what happened and guides them in the best way to resolve the matter. It is also in the best interest of the customer to deal directly with their bank for the security of that banking information.
  
  When I reviewed the recorded call between the customer and ****** it was clear to me that Maria was trying to give the customer this information, however the customer was not listening. She went so far as to confirm she wasn't going to listen to Marias' attempt to help her because the only thing she would accept was proof that we cannot provide.
  
  In accordance with our Terms of use, under no circumstances do we pay IRS penalties. However, in a case like this it is very common for the IRS to simply waive them. We send thousands of 2290's with successful bank payments to the IRS every month, including the 43 other tax forms her firm has filed with us since 2016. There is not a problem with my site transmitting information to the IRS. As to the friends she mentioned in her complaint, I would ask that they call me so I can provide them with this information and answer any other questions they may have. All are free to ask for me,**************, directly. As long as I'm not on another call you'll be put right through to me. I would also welcome a call from this customer, so that I can answer any other questions she has, and advise her how to best get the IRS penalties waived.
  
  Finally, I know how awful it feels to get letters from the IRS. Whatever caused this problem I would like to help you get it resolved. I'm sorry I wasn't available the day you spoke with Maria, and that I missed you when I called you back. I look forward to another opportunity to work with you.