Complaints
This profile includes complaints for TaxHawk, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 78 total complaints in the last 3 years.
- 27 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/17/2025
Type: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.
2023 tax return income was under the *** threshold so freetaxusa offered free federal and state filing. Even their website states they are honest and transparent and no hidden fees. So I sign up knowing income will be below the limit. They try to charge me for state. I have to file so I pay and message them for a credit with proof of their ad and proof of the *** below the income max.I am told I should have gone to a different site and created a different account and no refund will be issued. Again I tried to explain nowhere in that ad did it day I needed a special account just income below this number was free filing.They refused again. So I initiated a charge back with CC, presented my evidence and the card company adjudicated and agreed with me. This year, i try again knowing my income will be higher and expected to pay for the state. I actually entered my card info? As I am also honest and transparent (turns out also was not correct - I am the only one honest and transparent here) payment rejected. They are demanding I pay not only the state cost but also they want me to cover their cost incurred due to the charge back after they were caught and the credit card company agreed they were not acting in good faith. I will say their software is pretty good and their prices are very reasonable but what they tried to do last year looks a lot like bait and switch which is illegal. And now that I caught then and didn't cave they are demanding reimbursement. So again, no hidden fees they say yet the $0 I was supposed to pay became $15 and now the $15 I've been quoted turned into $50.I say they are out of line and in this case represent everything wrong with this industry- trying to ***** consumers.Senior citizen. Predatory tactics
Business Response
Date: 04/17/2025
Michigan's website (*******************************************************) states: In most cases, in order to receive the FREE offer, you must access the software from the link on this page and you must only use qualifying forms. Otherwise, you may no longer be eligible for the free offer.
In order to ensure that the Free File program continues as an option in assisting tax payers in filing free tax returns, FreeTaxUSA is bound to operate by the rules put in place by the ***'s FreeFile program, which is also linked on Michigan's website. The rules we have agreed to are as follows:
How IRS Free File offers work:
1. Choose a Free File option from *********** (or from the state's website). You wont get the free service if you go directly to a companys website.
2. IRS Free File (or the link on Michigan's website) sends you directly to the *** partners website to create an account.
3. Prepare and file your federal tax return.
4. Get an email when the *** has accepted your return.
Because of these requirements we have put measures in place to separate our Free File customer and our commercial customers.Mr. ******* was provided these details and given the option to set up an account under the FreeFile program, but chose not to do that and opted to use the paid version of the software and then initiated the chargeback. We regret any misunderstanding, but have attempted to be transparent between the two offerings.
It is our practice that, if a customer initiates a chargeback and wishes to return as a customer, the fees we incur with the chargeback must be reimbursed in order to return the account into good standing.
Customer Answer
Date: 04/17/2025
Complaint: 23079434
I am rejecting this response because: sign up for the free program was not clear. It deemed like if i met the reqs, it would be free. There was no way to know i was going to be charged until the end as I didn't know when the deduction of fees to become free would occur so it felt like a bait and switch. I think it was reasonable to assume it would occur om checkout like a discount or promotion.I spent considerable time entering data in and when i tried to redo it, I had issues.
Initial Complaint
Date:02/11/2025
Type: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.
This company don't answer emails correctly and has no working number. This company need a working number that they can receive calls to keep doing business.Business Response
Date: 03/13/2025
To whom it may concern,
We are always concerned when one of our customers had a negative experience when dealing with our support organization. In this case the customer is correct, we do not have a telephone number for customer support as we provide free email support and online chat.
In this instance we do see a support issue that was created on Feb 2nd and after several back and forth comments between the customer and our support organization, the issue was escalated to one of our managers on February 11th. Looking at the original request, it appears that after that escalation and suggestions made by the manager, the customer was able to successfully login to their account and proceed with filing their tax return should they decide to do so.
We are very security minded when it comes to our customers personal information and cannot change account information because we received an email asking us to do so.
Regards,
FreeTaxUSA Customer Support
Initial Complaint
Date:02/07/2025
Type: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 COMPLETED MY TAXES ON THEIR WEBSITE BUT THEY REFUSED TO SUBMIT THEM TO THE IRS AND OHIO TREASURER. I WAS CHARGED $14.99 FOR NOTHING.
Order Details
Customer Name - Joseph Bialek
Customer Number - ***************
Order Number - *******
Order Date - 02/06/2025
Payment Method - credit card ending in 2944
Tax Year - 2024
Items in Your Order
1 Federal Return
Free
1 Ohio State Return
$14.99
Total
$14.99Business Response
Date: 02/25/2025
To whom it may concern,
We are grateful for the feedback from our customers in regard to their experience filing their taxes. We know there are some situations that force the necessity of mailing tax returns instead of electronically filing them, and this tax return unfortunately was one of those cases.
FreeTaxUSA does not charge for the preparation, electronic filing or mailing of a federal tax return and charges a nominal fee for the preparation of a state tax return.
In this particular instance the customer was given an alert telling them that they could not electronically eFile their federal tax return with an explanation as to what prevented them from doing so.
Because their federal tax return had to be mailed, FreeTaxUSA does not allow the state to be electronically filed and therefore it too needed to mailed.
We provided the customer with instructions on how to print and where to mail both the federal and state returns.
We know this can be frustrating when a customer cannot electronically file their tax return and we do all we can to help remedy those rare situations but at times it is unavoidable.
Again, the fee that we charge, for the state tax return, is for the preparation and not an electronic filing fee.
Regards,
FreeTaxUSA Customer Support
Initial Complaint
Date:01/27/2025
Type: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 purchased the deluxe pro which advertised priority support, love chat, unlimited amended returns, phone support, live screen share and basically help. I was able to chat with online help, and was not satisfied, I needed help amending my tax and was told to mail it in and that was a slower process. I said no I wanted to file electronically. NO Live screen help, no phone support no nothing that was advertised. The representative told me she was sad that I felt like wasn't being heard. I didn't pay 50 bucks for sympathy I want my money back. That ad was a lieBusiness Response
Date: 01/28/2025
To whom it may concern,
We have reached out to the customer to address the issue.
Regards,
Customer SupportCustomer Answer
Date: 01/30/2025
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 have agreed to refund my money.
Sincerely,
******* ****Initial Complaint
Date:01/19/2025
Type: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.
Free Tax USA does not tell you that you have to enter through the *** site and set up a new account to get free state tax filing. I used this last year and apparently, they gave me a full account which charges ***** for state. I am retired, taxes are simple. No reason for me to pay this extra charge. I had to email support for them to tell me the above information. The site will not allow you to set up a new account with the same email address, so you have to use another. I did set up a new account, but I don't understand why these "trusted Partners" of the *** do not tell you on their site up front. I had this same problem with Turbo Tax before. You had to dig through their site to find free filing. If these companies want money, why put their names on the *** site at all. Hopefully, my state will be on Direct File with the *** next year. This is the same nonsense that the companies hope will make them a few extra bucks.Business Response
Date: 02/06/2025
To whom it may concern,
We want to thank you for your business and apologize for any issues and frustration you have experienced trying to file your taxes this year.
We try to be as transparent as possible when it comes to filing your taxes.
In regards to last year tax account it was created using our commercial site. When logging into that account this year it would continue to be a commercial account which is the reason you needed to create a new account to file under the *** FreeFile Program.
We can see that you were able to create a FreeFile account this year, and should you choose to continue to use our service next year, if you login with the account you just created, it will continue to be a FreeFile account from that point forward.
We will take the feedback from your experience and try to improve our processes in the future.
Regards,
FreeTaxUSA Customer Support
Customer Answer
Date: 02/06/2025
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:11/24/2024
Type: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 changed my emails and deleted my phone number on the free tax USA website due to it being hacked by my Abusive ex husband. I was informed to do this by a police officer. My ex husband was told by the courts to get his own tax account. Free tax USA allowed my ex to add back both of my personal emails and my phone number and change my password without my permission. He is also using my social security number without my permission. He was told in 2022-2024 to get his own account and not to file jointly married taxes. I informed this irresponsible company of this. I want my ex to leave my info alone. They continue to allow him to use emails with my name clearly on the email.Business Response
Date: 12/19/2024
To whom it may concern,
We do all we can to protect the privacy and information of our customers and in this case it's hard for us to know if the person logging into the account is the person who has been asked to not login or the person who legally has rights to the account since they both accessed it prior.
We have reached out to this customer with suggestions on how to secure their account by changing information on the account that would only be known by the owner such as:
Username
Password
email address
and enabling 2 factor authentication for security.
Customer Answer
Date: 12/19/2024
Complaint: ********
I am rejecting this response because:I made this business aware that I changed the email and password and that the other person still hacked into the account although court ordered to get his own account. I also asked them to remove my phone number and I removed it and the other person was allowed to add it back to the account without my permission. I did all that was asked of me by the company and fraud is still happening.
Sincerely,
******* ***** ********Initial Complaint
Date:11/18/2024
Type: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 thru Freetaxusa on April 14 2024 My refund was deposited on May 1, 2024 I contacted Freetaxusa and was told my bank account information was entered incorrectly by the software and caused a delay in processing. I was told it would take 12 weeks for ***** to return the funds to the *** and a check to be issued. I contacted ***** on November 15th and was told that they money was still in the ************** and would take 12 weeks to go back to the ***. I had also contacted the *** and Freetaxusa and the *** completed a trace verifying deposit made to Green dot bank. But then I received a response from Freetaxusa stating that a check was issued to my mailing address which I never received. So I requested a cancellation of check and a reissue of check and received no response back.Business Response
Date: 11/20/2024
We have reached out to the customer directly to provide further assistance in recovering the customer's refund.Initial Complaint
Date:09/05/2024
Type: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 with TaxHawk via their FreeTaxUSA website March 12 of 2024. They used a company called TPG without informing me and now my refund is lost. FreeTaxUSA only informed me of TPG after I contacted them to see why my refund is still missing after SoFi bank denied it being deposited since the deposit was miscoded. TPG claimed they couldn't deposit the money so they returned it to the IRS. The IRS did a tracker and here as of Sept 5 of 2024 the IRS still hasn't received my refund as returned. TPG and FreeTaxUsa stole my money and I want it back.Business Response
Date: 09/10/2024
We have reached out to the customer directly to resolve this issue.Business Response
Date: 09/12/2024
We have reached out to this customer multiple times to remedy this situation, but the customer is not satisfied with our response: namely the customer has been provided with the information to contact the Taxpayer Advocate Service which, as stated on their website (*************************************), "is an independent organization within the IRS and is your voice at the IRS.". This department assists taxpayers in locating and receiving their refund.
We have also requested that Santa Barbara Tax Products Group contact the customer directly to confirm that they returned the customer's refund to the IRS.Customer Answer
Date: 09/12/2024
Complaint: 22245798
I am rejecting this response because: the company keeps giving me numbers to call but when I call them these companies are telling me they don't actually work for the IRS but instead with the IRS.
Sincerely,
Patrick WellsInitial Complaint
Date:07/27/2024
Type: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.
This company is charging me 4 products never received and plus i can't help my client to get their 2017 and 2018 doneBusiness Response
Date: 08/09/2024
We have reached out to the customer to help better understand and resolve the issue.Customer Answer
Date: 08/12/2024
Complaint: 22052680
I am rejecting this response because: no more further contact okay
Sincerely,
*************************************Initial Complaint
Date:07/09/2024
Type: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.
My name is ***********************************. I just wanted you all to know that I filed my taxes with this group called FreetaxUSA. It was my first time ever using it. I actually did my taxes over the phone with their application, I gave them all the information concerning my taxes and I paid them *****. So because of I was going to get my money mailed to me, I also had to mail my taxes to the department of the treasury, internal revenue service, and the ******************* of revenue. It seems that the department of the treasury internal revenue services continue to bring me back my information saying that I didnt sign the forms correctly. Im having a big problem with them as well, but no one has said anything about giving me my money back. if you look at their reviews, youll find a lot of five star reviews but if you push ratings on the review and push one, you will find a lot of people are complaining about the same thing as myself, and I have still not received my money to the this day. This is the first week of JulyBusiness Response
Date: 07/09/2024
Hello,
We have messaged the customer directly and will continue to work with the customer to resolve this issue.
Sincerely,
TaxHawk ****************
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