Complaints

This profile includes complaints for TaxHawk, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

TaxHawk, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  TaxHawk, Inc.

  1366 E 1120 S Provo, UT 84606-6379

  
• 

  TaxHawk, Inc.

  PO Box 51048 Provo, UT 84605-1048

  

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:06/20/2025

  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 taxes through this company. and they kept my tax refund.

  

  Business Response

  Date: 06/24/2025

  We have reached out to the customer for additional research, but we believe that the issue was resolved on 6/23.

• Initial Complaint

  Date:06/18/2025

  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 had to change phone number and can't get into my account to view my return they keep telling me to try different things and it don't work I emailed them over 10 times and still can't get in I paid for help if I had a problem but getting no help to get into my account

• Initial Complaint

  Date:06/09/2025

  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 both an Original tax return on February 1, 2025, and an Amended tax return for 2024, finalized and accepted on February 21, 2025, at 12:35 AM, with FreeTax USA, owned by TaxHawk, Inc. I was notified the IRS accepted both, but I have never received my refund. Every time I contact the IRS they say they have no record and I should wait 16 weeks and call back, It has been 16 weeks now. I JUST CHECKED THE IRS AGAIN AND THEY SAY THAT I SHOULD PAY THE AMOUNT OWED ON MY ORIGINAL RETURN WHICH IS LATE NOW, INSTEAD OF THE REFUND I AM EXPECTING FROM MY AMENDED RETURN, WHICH THEY SEEM TO HAVE NO RECORD OF.
  There is no Customer Service number to call and the suggest sending an email which they will answer within 24 hours. I have sent emails twice since the beginning of March and have received no answer. I just want to know what happened to my Amended Return and why I haven't received my refund. HELP!!

  

  Business Response

  Date: 06/10/2025

  To whom it may concern,
  
  We have reached out to the customer within their FreeTaxUSA account to address the issue.
  
  Regards,
  Customer Support

• Initial Complaint

  Date:06/02/2025

  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 submitted a tax return on or about April 13, 2025. My return was accepted by the State of Indiana and the IRS. I reflected certain amounts far from what the State of Indiana and the IRS say that I now owe. While I fully understand that these agencies can and do make adjustments, I was not given a notice from FreeTaxUsa of any notice of change, or refusal. In addition, the original filing is now not available on FreeTaxUsa despite the fact that FreeTaxUsa reflects the adjusted amount from both these agencies. In order to dispute these adjustments made by these agencies, the task is made more difficult without these documents. These two agencies are showing amounts that I did not report. Possibly with the full knowledge of FreeTaxUsa.

  

  Business Response

  Date: 06/03/2025

  To whom it may concern,
  
  We have reached out to the customer to address the issue.
  
  Regards,
  Customer Support

  Customer Answer

  Date: 06/09/2025

  
  
  Complaint: 23410351
  
  
  
  I am rejecting this response because: the request from this business was direct and plain. As complainant we are aware of some avenues to express our disagreement with the IRS and its assessment. This business only replied sending general instructions. The request and the issue at hand is that we requested but have not received a copy/transcript of our original submission to the IRS using this company's software. This company has aligned itself with the irs which may or may not be allowed and now reflect what was reported to them by this agency and not what was reported at the time of submission. Furthermore, this company TaxHawk gave no notice that our taxes was adversely affected - something that they have done in the past if memory serves us correctly. One tax authority requests original submission which we clearly stated in our BBB complaint. It could even be considered fraudulent that this company reports what was not reported by its customer(s). 
  
  
  
  Sincerely,
  
  
  
  ***** *********

  

  Business Response

  Date: 06/13/2025

  To whom it may concern,
  
  We have reached out to the customer to respond and resolve the issue. 
  
  Regards,
  Customer Support

• Initial Complaint

  Date:05/15/2025

  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 usually file my taxes with FreeTaxUSA without any issues, but today I encountered a problem I’d like resolved. I needed to amend my 2022 return, and after entering all the necessary information, I was prompted to choose whether I wanted to e-file. I selected “yes” and was informed there would be a $17 fee to e-file the amended return. After submitting my payment, I was then told that e-filing is not available for amended returns.
  
  I contacted customer support to request a refund. The representative informed me that the charge was for filing state taxes. I responded that I live in a state with no income tax and therefore should not have been charged. The representative then gave me a different explanation.
  
  The website misled me into believing I could e-file my amended return, accepted payment for that option, and only afterward revealed that e-filing was not available. I could have downloaded and mailed the amended return myself for free.
  
  I am requesting a refund for the misleading information, the charge for a service that was not provided, and the inconsistent explanations from your support team.

  

  Business Response

  Date: 05/16/2025

  To Whom It May Concern: 

  The fee that we charge is for the preparation of the amended return.  The fee is the same whether a customer e-files or mails their amended return, but we have reached out to this customer directly to address this as well.

  Regards,

  Customer Support

  Customer Answer

  Date: 05/19/2025

  
  
  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:05/05/2025

  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.

  Hello,
  
  I recently received a letter from the New York State Department of Taxation and Finance regarding an issue with how my 414(H) retirement contributions were reported on my 2022 tax return. Although the W-2 forms I entered into FreeTaxUSA correctly reflected these contributions, it appears that the information did not carry over properly to the New York State portion of the return.
  
  As a result, I was assessed a tax balance of $221.09, which I have since paid. However, based on my review, this appears to have been caused by an error on FreeTaxUSA’s end. I would like to request reimbursement for this amount.
  
  I’m happy to provide documentation, including the letter from the NYS tax department and proof of payment, to support my request.
  
  Please let me know the next steps as your customer support reps are unwilling to help me.

  

  Business Response

  Date: 05/16/2025

  To Whom It May Concern: 

  We have responded to this customer directly to address this issue.

  Regards,

  Customer Support

  Customer Answer

  Date: 05/19/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They gave me a blanket response that isn't satisfying to me and didn't resolve the issue I had. 
  
  
  
  Sincerely,
  
  
  
  ******* **********

  

  Business Response

  Date: 05/20/2025

  To Whom It May Concern: 

  We will continue to work with this customer directly to resolve this complaint.

  Regards,

  Customer Support

  Customer Answer

  Date: 05/21/2025

  
  
  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:04/15/2025

  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 paid for two state tax returns to be e-filed. I had already filed my federal tax return. The company made me pay $30 to file the state returns. However, I learned that the company will not file the state returns if they don’t file the federal return at the same time. Thus, I paid $30 for nothing.

  

  Business Response

  Date: 04/17/2025

  Hello,

  Our website charges a fee to prepare a state return. That is, we charge a fee to calculate the tax due/refund and place the correct numbers in the right place on the tax forms. This fee is the same regardless of whether a customer e-files or mails a paper return. If a customer wishes to print their state forms from our website, they will still be charged the same preparation fee. However, if the customer will not be filing the state returns by mail that we prepared, they can reach out to us by signing into their account and clicking on Support to send us a message.

  Regards,

  Customer Support

  Customer Answer

  Date: 04/17/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have already reached out to customer service on the company’s website multiple times and have repeatedly been denied a refund. I was never informed that if I had already e-filed a federal return (which was accepted by the IRS) that I could not efile the state returns on the company website. In other words, I was never informed about the contingency that I would have to efile a federal return on the company’s website in order to efile state returns. I was also asked to pay after I selected e-file as an option. Thus, I was deceived into purchasing a service that the company did not provide. 
  

  I am requesting a refund. I do not want anything else from this company. 
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 04/29/2025

  To whom it may concern,

  We have worked with the customer offline and believe the issue has been resolved.

   

  FreeTaxUSA Customer Support

• Initial Complaint

  Date:04/11/2025

  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 went to Free Tax USA to file after struggling with HR Block and Direct File with the **** both of which gave me a hard time I was nearly done with my return when Free Tax USA asked me about "New York subtractions," whatever that means. I sent a support request and received an email response that took me to my sign in page. That's it. I never got an answer to my support request and cannot find a real answer on my account page there. Not only that, they dumped my return that I was working on yesterday and never saved it. It disappeared. Please help me. I have only four days left to file and am very stressed out.

  

  Business Response

  Date: 04/11/2025

  We have reached out to the customer to resolve the issue.

  Customer Answer

  Date: 04/14/2025

   
  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.

  They gave me instructions on how to access my account and it worked.  Unfortunately, their website is about as confusing as HR Block's.  I would suggest they make it more user-friendly in the future for people like me who don't owe or pay any taxes.  Free file shouldn't be complicated.  Thank you.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/08/2025

  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.

  FreetaxUSA advertises itself as having accurate tax preparation software, but the calculations contain an error they admitted to me.
  I am requesting they fix their software or provide documentation on their website and software that they cannot calculate this issue correctly.
  The problem is that the IRS limits the deduction for charitable contributions of capital gain property to 30% of AGI. FreetaxUSA uses the incorrect general limit of 50% of AGI. All the information needed to calculate the deduction for this year and carry forward deduction for next year is container in the inputs.

  

  Business Response

  Date: 04/08/2025

  To whom it may concern,

  As a Tax Software company we try to make available as many of the complex tax situations as possible, but there are things that we do not support at this time.  Each year we try to increase the few fringe cases and make them available to our customers.

  This happens to be one of those situations that we currently do not support.  We have taken this feedback and passed it on to our development teams so that can add it to the prioritization of future enhancements.

  We apologize for the inconvenience this may cause.

  FreeTaxUSA

  Customer Answer

  Date: 04/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because the 30% agi rule for capital gains is not some fringe issue that would be difficult to implement. This is a known and simple bug. The software should at a minimum warn the user that the chartible deduction may be wrong if over 30% of agi.

  
  
  
  Sincerely,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/03/2025

  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.

  On 4/2/2025, I filed my taxes with **************************, including Federal, State, and Minnesota Property taxes. I'm not getting a refund from my Federal or state returns, but I am getting one for my Property taxes.There's supposed to be a screen that pops up to enter banking information for direct deposit. That screen NEVER came up, so my returns were filed electronically WITHOUT my bank information. That means that I will be mailed a paper check. I've had checks stolen from my mailbox before, and I was NEVER able to recover those funds.When I contacted their support, I was told they can't do direct deposit for electronic property tax filings. I was not given ANY kind of warning about this before I filed. The spaces for routing and account numbers are right there on the M1PR form. If they had told me they couldn't do direct deposit with an electronic property tax filing BEFORE I clicked the file button, I would have simply mailed the form in with the bank information on ***** now I have to mail the paper forms in regardless of the fact that they were already filed electronically, and I'm including a note to have them disregard the previous electronic filing. If the ******************************* doesn't accept the mailed form, and if the refund check gets lost or stolen in the mail, I am holding Taxhawk accountable for the full amount of the refund.

  

  Business Response

  Date: 04/23/2025

  To Whom It May Concern:

  We don't currently support receiving the ** Property Tax Refund by direct deposit.  We try to make that clear on our site, but we appreciate the feedback from this customer and will look at making this clearer in the future.  We reached out to this customer directly with further resolution on 4/15/2025.

  Thank you,

  Customer Support