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:04/16/2024

  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.

  For the 2023 tax season, I completed a tax return via OLT and an amended return on that same day after noting an error. I never received any notification from OLT about any issues or lack of progression. After submitting my 2023 taxes through a different tax preparer, I received a notification there that there might be an issue with my 2022 tax return.
  
  Imagine my dismay and incredulousness to see that the 2022 amended tax return I filed on OLT LAST YEAR still says "I Process". I called the IRS today and was noticed that they NEVER received my amended return despite the OLT website stating that it is in process for 366 days thus far.
  
  
  I contacted OLT and they attempted to deflect and absolve themselves of any responsibility despite the issue arising from their lack of transference of my return to the IRS.
  
  Do not utilise this service! It's not worth your peace of mind.

  Business Response

  Date: 04/19/2024

  Hello,

  We are sorry that you had a problem filing your amended return. I did speak to the department manager and it appears that you filed an original return that was accepted and then proceeded to file an amended return but did not complete the process for filing the amended return.

  You can return to the site to finish the return or any refund can be processed for your troubles.

  Once again, I'm very sorry for any inconvenience the software caused.

  Thank you for reaching out.

  OLT

• Initial Complaint

  Date:03/05/2023

  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 filed my 2020 and 2021 tax returns with OLT free file since I qualified. They have rejected my taxes for 2021 based on 2020 filing information that was approved by the IRS.
  
  It's difficult to explain, but OLT is basically incorrectly rejecting my taxes. There is a flaw in their software and they have not responded to my dozens, upon dozens of email requests for assistance. I've also tried to contact the IRS to fix this, and we all know that department of the government is nonfunctioning. They haven't ever been able to reach me as well.
  
  This has resulted in an over $3,000 charge from the IRS since they believe I own them taxes, when it is truly the opposite. I am owed around $3k in past due taxes.
  
  DO NOT USE THE OLT SYSTEM. IT IS FRAUDULENT or INCAPABLE OF COMPLETING FREE FILE TAXES.

  Business Response

  Date: 03/06/2023

  Hello,

  I checked with our Customer Service Manager about your situation. As per your conversations with customer service management
  on 3/5, OLT was not rejecting the return, the rejection is directly from the
  IRS. In order to avoid the IRS believing you owe; you only need
  to print the return and mail it to the IRS so they will have your correct and
  accurate filing.  E-File for tax year 2021 is not possible at this point.
    This is not something OLT can do on your behalf as you must sign
  the return and send copies of income statements.  We are truly sorry for
  your trouble, but we can only transmit the data as entered.  We can’t
  control the IRS rejections or issues in their database regarding prior year
  AGI. Thank you,  On-Line Taxes, Inc.

• Initial Complaint

  Date:01/31/2023

  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.

  awful site. i cant even log into my account anymore. ive told them so many times i cant receive a verification code text or email. beyond stupid. now the irs is saying i didnt file last year. dam wat a scam. ive filed every year

  Business Response

  Date: 02/03/2023

  We are sorry to hear you are having difficulty accessing
  your account.  We could not find any customer service inquiries matching
  the email address you provided.  I’m quite sure we can help you access the
  account.  Please contact customer service at *****************************************

  Thank you, 

  On-Line Taxes, Inc.

• Initial Complaint

  Date:11/08/2022

  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.

  Privacy concerns and misleading information on website.
  I submitted for 2021 fed and state extensions through OLT in 4/2022. OLT confirmed the account activity on that date. While the website and company confirmed the forms were filled out, they claim I did not submit them. When looking at my summary of my 2021 tax return, you can see the forms were filled out, though they were either "not transmitted," or transmitted in September, when I filed my taxes. The software did not actually transmit the extensions until the entire return was filed, which makes no sense for an extension form. My guess is the sequential software doesn't allow you to transmit a single form until you transmit the entire return. The extensions were never received or received late, resulting in a penalty fine with interest from the IRS.
  
  I filled out a support ticket and called the company's main number and explained the general situation (no names, numbers, or account information). Agent responded "Oh yes I think I have your ticket up, are you [first name last name]?" Without any identification other than my response of "yes," the agent immediately began going over my account details, payments, and dates. The fact that they volunteered my name and information after being given a very common scenario over the phone with no identity confirmation is troubling, on top of the fact that they assumed no responsibility for the subpar website service. The poor protection of private information of clients is very troublesome, as well as the extremely lacking accountability in customer service.
  
  In short, the website is at best misleading, at worst flawed. According the IRS website, federal extensions require submission of form **** (and corresponding state forms), NOT that you file an entire incomplete return with missing information. If filling out and submitting the form does not transmit it, there needs to be specific instructions stating a non-standard or illogical procedure.

  Business Response

  Date: 11/14/2022

  Hello,

  I have spoken with our Customer Service Manager about the situation.

  We are sorry to hear of your concerns and troubles with
  getting your extension and return filed.
  
  The software process is designed so that the **** can be
  submitted without submitting the full return itself.  They are two
  distinct processes.  The problem is that the process just was not finished
  to actually go through the steps of submitting the return.  We have a
  progress indicator at the top of the screen to try to assist in making sure
  taxpayers do not stop before the end of the process.  You have to
  explicitly go through the steps, to the very end of the process in order for
  the submission to take place.  We can’t assume at any point that your
  returns are correct, complete, and ready to be sent until this is done.
  
  The customer service agent you spoke to, as you mentioned,
  was working on a response to you at the time you called.  Our phone
  systems have caller ID and showed your name and phone number, so there was a
  cross reference, as well as verbal confirmation to you on the phone in regard
  to who she was speaking with.  We will, however, reinforce to make sure
  that even in situations where it seems quite certain who we are speaking with,
  we ask for further verifying details before proceeding.   
  
  The timely filing of the return and payment due is the
  responsibility of the taxpayer.  Even if the return is submitted, the
  taxpayer must ensure that the returns are accepted and that the payment
  correctly gets processed.  As a software company, we simply pass the
  details to the IRS once you explicitly choose to transmit your return.  We
  do not have any direct knowledge or confirmation that the IRS processes the
  withdrawal.  Once a return is submitted for efile you will always receive
  an email from us confirming acceptance or rejection.  If no email is
  received, the taxpayer should log back in to confirm the status.  As you
  saw when you logged back on in September, you were still in the return process,
  fully able to edit the return still.  At that time you did then save
  through the rest of the process to explicitly submit it for efile. 

  Please let us know if we can be of further assistance.

  Thank you,

  ****