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:09/13/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Several years ago, I purchased a software tool for Wolters Kluwer. In 2020, I reached out to make a change to my account and asked for one of the tools to be removed. As my account *** was no longer with the company, I was told that my new account *** would be made aware and would reach out to me in a few days. I asked if I could have her contact information for future reference but was told that was not possible and I should wait to hear from her. After no response, I reached out to Wolters Kluwer several times only to be transferred around with no help. In 2021 my account was sent to collections, as my cc on file had expired, but no one at Wolters Kluwer let me know, nor was I ever given an account to log in to view an open invoice and they were never mailed to me. I emailed the collections agent and again, was transferred several times with no help and no resolution. I did reach tech support and they assisted me in setting up access to view my account, allowing me to also submit support cases online. With that, I submitted several support cases, only to have them closed indicating no one could be of assistance or that they would let my account ***resentative know, and she would reach out to me, but again no response. As I was afraid not paying would hurt my credit, despite several previous requests to remove the software tool, I paid the full invoice to protect myself and my credit. Again in 2022, the same things happened, and I was again forced to pay the full invoice to save my credit and protect myself. In 2023, I tried again to have the software tool removed or my account closed but again was unable to speak to anyone who could be of assistance, as all ***resentatives indicated I had to speak to my account ***, but no one would provide me with contact information to speak to her. Please help as I have tried all in my power to cancel my account and I am done allowing Wolters Kluwer to bully me into paying because they will not cancel my account as asked.

  Business Response

  Date: 09/24/2024

  We have been in direct contact with the customer and are working on a resolution to their complaint.

  Customer Answer

  Date: 10/04/2024

   
  
  Complaint: 22278948
  
  
  
  I am rejecting this response because: The business has reached out and there resolution is for me to continue to pay them for yet another year despite their inability to remove the unwanted software tool and/or close my account as requested since 2020. I last spoke to the manager of my account representative on September 19th and he indicated he would call me back on September 20th once he had reviewed my account, but I have not heard back from him. I left him a message on September 27th, after giving him an additional week to call back, as of today, I have not heard back from him or anyone else at Wolters Kluwer and I have not been made aware of any resolution to my case. 
  
  
  
  Sincerely,
  
  
  
  Sidney Herfel

• Initial Complaint

  Date:06/24/2024

  Type:Billing 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 continually receive invoices and past due notices for a subscription based tax research program I cancelled over five years ago. Every year, I call, email and write letters, but still receive renewal invoices. After sending communication to cancel, I am still receiving invoices for payment as recent as earlier this month. I would like Wolters Kluwers to remove me from their auto renewal and stop sending invoices.

  Business Response

  Date: 06/27/2024

  We are researching the customer's complaint and will respond as soon as possible.

  Customer Answer

  Date: 07/02/2024

   
  Complaint: 21894073
  
  I am rejecting this response because:  According to response, Wolters Kluwer is researching complaint and has not provided a response yet.  I will wait for official response.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 07/11/2024

  We have resolved the customer's issue and appreciate their patience as we worked through it.

  06/28 Sales cancellation was processed and customer's account is now at zero
  06/28 Sales left voicemail for customer to inform them

  Customer Answer

  Date: 07/12/2024

   
  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:06/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 been trying to get off the mailing list from this company Wolters Kluwer for many months now. Whenever I contact them, it's a long drawn out process where eventually they say they can't find me and have no idea what I am talking about or they have already removed me. Meanwhile I am getting unsolicited mail about subscribing to UpToDate. Yes, I have tried the customerservice@uptodate e-mail.

• Initial Complaint

  Date:05/02/2024

  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 tried to purchase tax software with this company however the software was purchased for a different company that does not belong to me using my credit card. I have tried to resolve this with the merchant for years and have not been able to come to a resolution. The account is listed under a "Red LLC" which I have no knowledge of or interest in. Tax Wise/ Wolters Kluwer has not refunded me.

  Business Response

  Date: 05/13/2024

  We are looking into the customer's complaint and will respond as soon as possible.

• Initial Complaint

  Date:04/30/2024

  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 am a CPA and my father has over 60 years of experience in accounting. For the last 15 years, we have used *** software for providing services for our clients. However, in 2022, we had to discontinue use of the *** software because it wasn't working. Wolters Kluwer was notified of the issues and demand to discontinue the service as it was not useful. We had to purchase other software to our loss in order to provide services for our clientle and not lose money. *** representative from Wolters Kluwer admitted via email that it was not used in 2023. This is consistent with my demand to no longer use the service as they breached their contract --failure to perform. They are attempting to lock us into a deal by which the software has been ususable. Also, there are several complaints online that this software is unusuable even a February 2024 story by a seasoned accountant that mirrors my story. Do not get their services as they have declined in performance over the last two years and you have to buy another competitor's product.

  Business Response

  Date: 09/24/2024

  We have left several voicemails and sent follow-up emails but have not received any response from the customer. 

  We have thoroughly reviewed the customers case history, going back to ******** both *** and Axcess. There is no indication in our systems that the software is not functioning as expected. The case history tied to this account are related to how to use the software questions and not actual issues with the software.

  ATX is broadly used in the marketplace with success, and we look forward to hearing direct from the customer so we can better understand their issues in hopes of resolving their concerns.
  

• Initial Complaint

  Date:02/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Date of Transaction: On or around August 15, 2023. I purchased tax and fixed asset software after discussions with a salesman. Assurances were made to me that the programs would work. I went through training on the software. Including recommended classes by Wolters Kluwer employees. The training was difficult to follow. I then proceeded to work with the programs during tax extension season. I never got comfortable with the software. I was determined to try to make the software work for me. However, the support team were not able to do their jobs very well. Im a CPA and have been doing tax returns for approximately 43 years. I have been with ******* Reuters for approximately 30 of those years. The only reason I looked into Wolters Kluwer was because of the cost savings over ******* Reuters. After trying to get started with Wolters Kluwer during the 2024 tax season for 2023 returns I became very frustrated and was unable to get the assistance I needed from support. On two occasions I called support and was on hold for over an hour and no one ever answered the phone or returned my call. The support team was not helpful at all. Their idea of assistance was to send me a link to an article and for me to read and figure it out. This was not what I expected when spending the money. For the most recent three to four weeks I have not been able to get anyone to respond to me except a very nice lady named ********, ******** tried to get someone to call me but they never did until today, 2/27/2024. I have had to go back to ******* Reuters to be able to try to get tax returns prepared. I feel as though I was not given enough detail in the beginning and certainly felt like I should be able to get in touch with support or management.I would appreciate any help I can get. The amount of money showing below is estimated.

  Business Response

  Date: 03/12/2024

  We are currently researching the customer's issues and will respond with our findings etc.

  Business Response

  Date: 12/04/2024

  We have attempted to contact the customer to resolve the complaint but have not been able to reach them.

  Customer Answer

  Date: 12/07/2024

   
  Complaint: 21356730
  
  I am rejecting this response because I have heard nothing from them.  I am having to pay for a product that I do not use because I can't.  Their software assistance is unable to assist me.  They don't have the answers I need.  This has nearly cost me my sanity.  I have had to see a counselor because this has driven me crazy.  Very poor customer relations.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/22/2024

  Type:Product 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 (my assistant) inadvertently purchased the wrong book. I purchased the 2024 U S Master Tax Guide, hardbound edition. I wanted to purchase the 2024 US Master Depreciation guide. I contacted the company for an exchange or refund immediately after receiving the book and discovering the mistake. The book is unused. I have no use for it. Only upon researching this did I see that the company has a no return policy. Who doesn't offer a 30 day return policy in this day and age of online purchasing. This is a terrible policy. Also, if you have that policy it should be well marked, which it is not. Instead on the invoice that you get after you purchase the item, there is a return policy heading that sends you to a web page that says you can't return the item. At least be transparent about this terrible policy. It is a rip off. A total scam. Almost all online retailers offer a return within a certain time period. Especially if it is a very expensive book like this one it. I want a refund and I want them to change their policy so that this policy does not effect any other unsuspecting consumers. Unbelievable.

  Business Response

  Date: 02/26/2024

  We have reviewed the customers account and will be shipping a copy of the US Master Depreciation Guide at no cost.

  Customer Answer

  Date: 02/27/2024

   
  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.   Thank you for this resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/19/2024

  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 received this email from this company concerning taxes as well as my signature be put on tax information. I was not even aware of the company prior to receiving the email. There is no real contact number to even contact the business at all. This is concerning why I would receive this information and I have no association with the company.

  Business Response

  Date: 01/27/2024

  We have researched the customer's complaint and the email she received appears to be one that was generated by a tax preparer that is using our software to complete the customer's tax return. We are reaching out to the tax preparer and the customer to confirm that the email received is valid and will update after we have heard back from both parties.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair 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 never purchased anything from the company, and yet I have been getting a monthly charge since as early as August that I have nowhere to trace back to. There was no member ID, username, email chain, or anything that suggested that I had bought anything that would warrant the charges.

  Business Response

  Date: 03/06/2024

  We researched this issue and the customer has referred her ******************** issue to the wrong company. We have no records related to this customer. 

  Customer Answer

  Date: 03/07/2024

   
  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. I have since stopped receiving charges from this company.
  
  Sincerely,
  
  Lishu He

• Initial Complaint

  Date:07/25/2023

  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 had a membership to Wolters Kluwers CPA resources through my previous employer, paid using the company credit. I left that position in October 2019. The membership was set to renew in July 2020. When they tried to charge the company card, which was no longer valid, they changed the membership to my responsibility. Even though there was no payment or notice of payment being my responsibility, they renewed the membership in July 2020, again in July 2021 and again in July 2022 and are now sending collection notices, saying that I owe them for those years of memberships, even though the account was a business account, not personal. If the did not receive any payment in July 2020, why was the membership deemed invalid. Then to renew again another two years with no payments is rididculous.

  Business Response

  Date: 08/02/2023

  We have received this complaint and have finalized resolution. We apologize for the experience of the customer in this matter. We take our commitment to positive customer experience very seriously. To resolve this matter, we have canceled the auto renew in question, and removed the outstanding bills from our system. Again, we apologize for this experience.