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:06/20/2024

  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.

  Hello my name is ************************* and I'm filing a complaint against Freetaxusa abount my chid tax credit that wasn't posted to my account this month for the amount of $385.92 for **** i recieved my payment for ***** and may but not june I've spoke with DC ****** of *** Revenue and they said my money was taken out on the 5 of june but my money is still not posted in my account i need my money

  

  Business Response

  Date: 07/01/2024

  Hello,

  We have messaged the customer directly and will continue to work with the customer to resolve this issue.

  Sincerely,

  TaxHawk Customer Service

• Initial Complaint

  Date:05/10/2024

  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 used there service to amend my tax return THEIR PROGRAM malfunctioned and changed my income resulting in me having to file ANOTHER amended return I want my money since THEIR PROGRAM caused the mistake and I dont want to use it again.

  

  Business Response

  Date: 05/15/2024

  To whom it may concern,

  We believe we have addressed the issue with the customer

   

  Regards,

   

  FreeTaxUSA Customer Support

  Customer Answer

  Date: 05/15/2024

   
  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:04/26/2024

  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 used freetaxusa to file my taxes. These people lost my from the original 1886 dollars. It's been 4 months since it was processed and I'm still waiting. I need to have these people looked into for fraud.

  

  Business Response

  Date: 05/07/2024

  We sincerely apologize for the inconvenience this has caused the customer. TPG notified us that ********* was erroneously rejecting deposits due to an issue in SoFi's computer system. SoFi has remedied the situation. TPG should have already been in contact with this customer with the following information:

  ----

  According to our records, you chose to pay for your tax preparation through a Refund Transfer (**) product. This means your tax preparation fees would be paid out of your tax refund instead of paying via credit card at the time of filing. The ** product is processed through a third-party payment processor, TPG. When TPG received your refund from the **** tax preparation fees were deducted, and the remainder of your refund was sent to the account at ********* you designated at the time of filing your taxes. You may reference the Disbursement Methods section 7 of your *********************** Agreement to confirm your submitted account information.
  
  Unfortunately, your financial institution, *********, rejected the funds for your refund and declared your account an R17/ File Record Edit Criteria. According to laws that govern electronic payments this means that your refund must be returned directly to the **** Unfortunately, TPG cannot refuse to honor the instructions from ********* or intervene on your behalf. TPG is required to return your refund to the *** as **** has directed. TPG has no information or visibility into why ********* rejected your tax refund from the **** We can tell you that ********* is the only financial institution that has experienced this issue across all its account holders. If you have questions in that regard, you should contact *********.
  
  Therefore, TPG has, or will, send the funds to the *** in the next available wire. The *** will provide TPG with an External Lead Number, and TPG will provide this number to you through [agency and/or email]. This *** External Lead Number is used by the Return Integrity Verification Operations (RIVO) department at the *** and will help you track the status of your refund. It is recommended that you allow the allotted time and contact the *** directly at ************ or go to www.irs.gov for further details or to seek assistance from a Taxpayer Advocate in your State.

  ------

  If this customer has never received a lead number from TPG we can help with that process if they reach out to us.

   

  Regards,

  FreeTaxUSA Customer Support

   

• Initial Complaint

  Date:04/18/2024

  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.

  I made a purchase from FreeTaxUSA on 4/17/24 for $22.96 and I authorized the payment to be withdrawn from my checking account. On 4/18/24, an additional $25.96 was withdrawn from my account without my permission. This business does not take phone calls. I would like my $25.96 refunded and any further withdrawals stopped.

  

  Business Response

  Date: 04/23/2024

  We responded to the customer on 4/18/2024 explaining what the two charges were for. Both payments were initiated by the customer. We do not take payments without permission. Only the customer can click the Pay Now button to submit a payment.

  Our records show that the customer purchased a 2023 California state tax return for $14.99 and then a printed copy of the tax return for $7.97 for a total of $22.96. The same day, the customer ordered and paid for a 2022 California state tax return for $17.99 and a printed copy of the tax return for $7.97 for a total of $25.96. The two charges would equal to $45.92.

  The customer finalized the 2022 state tax return, so we let them know we could not offer a refund for that order. We told them if they do not plan to file the 2023 tax return, we could offer them a refund for that. But the customer did not reply and request a refund for the 2023 order. 

• Initial Complaint

  Date:04/16/2024

  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 filed my Federal and State taxes with Free Tax USA on 02/10/2024. My direct deposit banking information was entered correctly before I submitted it to e-file. After I submitted my tax form and it was accepted by the ************************* I notice that my direct deposit banking was incorrect for 2 of 4 the states I file (1) ******* and (2) ******* on 02/17/2024. I contact Free Tax USA to inquire about the incorrect information on my banking information. I sent it to their support department to notify them of the issue and the problem. In addition, I contact the two states that was affected by the incorrect information. Both stated that the deposit should be rejected and sent back to me by mail. Well that didnt happened what did happen was Indiana sent a check to ************ TPG Group and Free Tax USA took their fees out of the $112.00 from ******* leaving with $27.00 was supposed to sent the remainder to me, but they didnt and Georgia $1300.00 did the same without taking dues out. On 4/8/2024, I contact Free Tax USA and spoke to an agent who lied and said my refund was sent to them on 2/21/2024 for ******* and 2/23/2024 for ******* this was not true since I had already spoken to both states during the time and it was still in process. So, I ask about the Cashier Check that I should get and he refused to ask answer the question. I also question how my banking information got changed when my Michigan state refund banking information was correct and I received the refund he avoided responding. The response I got from the customer support provided information to a link to a webpage regarding delays no additional information. However, the agent did provide information for a banking tracking number to use for verification of deposit. My bank never receive any deposit. So, I would like to file a fraud case against Free Tax USA and investigation for fraud.

  

  Business Response

  Date: 04/23/2024

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

• Initial Complaint

  Date:04/13/2024

  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 filed my Federal and State taxes with Free Tax USA on 02/10/2024. My direct deposit banking information was entered correctly before I submitted it to e-file. After I submitted my tax form and it was accepted by the ************************* I notice that my direct deposit banking was incorrect for 2 of 4 the states I file (1) ******* and (2) ******* on 02/17/2024. I contact Free Tax USA to inquire about the incorrect information on my banking information. I sent it to their support department to notify them of the issue and the problem. In addition, I contact the two states that was affected by the incorrect information. Both stated that the deposit should be rejected and sent back to me by ********** that didnt happened what did happen was ******* sent a check to ************ TPG Group and Free Tax USA took their fees out and was supposed to sent the remainder to me, but they didnt and Georgia did the same without taking dues out. Due to the fact I did not owe any fees I still did not get the refund. On 4/8/2024, I contact Free Tax USA and spoke to an agent who lied and said my refund was sent to them on 2/21/2024 for ******* and 2/23/2024 for Georgia this was not true. So, I ask about the Cashier Check that I should get and he refused to ask answer the question. I also question how my banking information got changed when my ******** state refund banking information was correct and I received the refund he avoided responding. The response I got from the customer support provided information to a link to a webpage regarding delays no additional information. However, the agent did provide information for a banking tracking number to use for verification of deposit. My bank never receive any deposit. So, I would like file a fraud case against Free Tax USA and investigation for fraud.

  

  Business Response

  Date: 04/13/2024

  To whom it may concern,

  We have reached out to the customer help them understand the issue and provided tracking information should they need to reach out to the bank and trace the deposits.

• Initial Complaint

  Date:04/09/2024

  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.

  When it works, it is a good product. When it hangs (cycles on the same questions), then in does not provide the stated service and it locks all information that was entered. And there is no phone or chat service to resolve problems. Do not depend upon this software service.

  

  Business Response

  Date: 04/10/2024

  To whom it may concern,

  We are a self preparation tax filing company and do all we can to assist our customer along the way with questions and alerts when we think that there might be an issue prior to submitting their tax return.

  In this case the customer reached out to us 4 times asking for help getting past some of these alerts to be able to file their tax return.

  According to our records the customers tax return has now been filed with both the *** and State.

  If there are further questions that we can answer we are always willing to help.

  Regards,

  FreeTaxUSA Customer Support

• Initial Complaint

  Date:04/09/2024

  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.

  On April 8th, I used ********** services to file my taxes. I had just received an **************** Debit Card, and did not realize they put the *** numbers on the front, in 4 digits (but they still have a 3 digit number on the back like others). Upon entering the incorrect ***, and then the correct one, which finally went through, I logged into my account to see ********************** took the $29.88 out twice. When I contacted them, they stated "if a card declines, the pre-authorization still goes through, but should fall off". I've been online shopping since 2005, and have ordered hundreds of things from dozens of websites, and never has a declined card still allowed a charge to go through or pre-auth. What on earth keeps someone from using stolen credit card numbers? This is not normal, and I highly suggest FreeTaxUSA switches to a different credit card processing company, because the one they utilize should not be allowing incorrect ***'s, incorrect expiration dates, etc to still allow a pre-auth to go through, this is a huge security flaw for them, and makes me question how my data is being stored as well. I would like a full refund of the $29.88 for this, as it caused my account to over draft as well.

  

  Business Response

  Date: 04/10/2024

  To whom it may concern,

  We apologize for your frustration, but the information given you was correct, those pending charges for the 1st attempt with the wrong CCV number should never hit your account and should only be pending for a few days and then disappear.

  If by some odd chance there is a double charge we are more than willing to make it right and would need the transaction ID's for both payments so that we know how to work with the credit card company to resolve the issue.

  We have filed millions of tax returns this tax season and do recognize that this can be frustrating when those charges appear, but we are confident that the pending charge will disappear.

  Regards,

  FreeTaxUSA Customer Support

• Initial Complaint

  Date:04/01/2024

  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.

  Freetaxusa 2021 is a rip off I did pay the full amount for the tax return. Mailed the return in and the *** told me to resend it. Why is that why can I not get in contact with customer service. I need a full refund of the amount I paid for both federal and ************* return my name is ********************************** 253-71-8493 social security number. Address **************************************************************************************************** 51B ********************** I need my money I can provide a routing and account number where you can send my money. It's a bogus return. It said $1500 for the refund and that's not true as I went to an in person tax pro and was told $4400. So what kind of game are you'll playing.

  

  Business Response

  Date: 04/12/2024

  To whom it may concern,

  We are a self preparation tax software company and provide tax payers the opportunity to enter their tax information into our software and based on that input calculate and provide a tax return that can be filed with the IRS.

  We provide this preparation for free for the federal tax return and ask a small fee to prepare a state tax return, in this case $17.99 for the prior year 2021 return.  

  Our calculations are only as good as the information that is entered into the software, and we guarantee those calculations based on that input.

  Our records indicate that we have never been contacted for assistance in the preparation of said tax return, but are more than willing to help amend that return if need be.
  

  FreeTaxUSA is here to assist in making sure that your return is prepared correctly, and if it needs to be amended because something in the original return was entered incorrectly or mistakenly not entered.  
  
  Our support staff is very knowledgeable and willing to assist if asked.

  FreeTaxUSA Customer Support

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21514542
  
  I am rejecting this response because:
  The IRS said they never received it.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/19/2024

  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 filed my 2022 tax return and i.r.s. sent it to an account I do not have. I've tried to ask green dot and they know nothing of the deposit in the amount of $487 that was deposited in March 6. I can't get any information from the tax preparation company.

  

  Business Response

  Date: 03/25/2024

  To whom it may concern,

  We have reached out to the customer and explained further what the current status of their 2022 tax return.