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:03/18/2024
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 used free tax usa in the summer of 2023 to complete my 2022 Federal and *********** tax returns. I paid what the company asked me to for their services! Unfortunately I never filed the returns and don't have access to the information on my profile because my identity was compromised during this period of time. To date after numerous requests the company has not been able to give me simple access or a copy of the returns I paid them for. At this point I have no way to file for the tax refunds I deserve! This is clearly not good business and as a 100% disabled veteran living on a fixed income it's a financial hardship for my household. This company is a great service to use but in this case they are falling short of the *****
Business Response
Date: 03/29/2024
We have reached out to the customer and believe we have explained and resolved the issue.Customer Answer
Date: 04/02/2024
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:03/18/2024
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 just knew that FreeTaxUSA offers free state income tax returns on a different site, and user has to create a new account on that site to be able to get the free offer. My AGI is under $45k but I paid 2 states returns fee for a total of $29.98. I contacted FreeTaxUSA for refund. It refused to issue me refund. I found that the tactic is similar to what TurboTax used and got penalized for deceiving customers. On May 4, 2022, Intuit agrees a settlement that compensated Intuit TurboTax customers who paid for tax preparation services that should have been free for them. I felt strongly that FreeTaxUSA should refund me for tricking me to pay the fee that should be free to me.Initial Complaint
Date:03/15/2024
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 am locked out of my account even though I know my username and password. Their customer support refuses to help me into my account.Business Response
Date: 03/25/2024
To whom it may concern,
Our customers personal information is very important to us and we take the security of that information very serious.
We are unable to update a customers contact information on their account to allow them to get past the 2 factor authentication with a simple request to our support department.
Should a customer need a record of their past tax returns, and are unable to get into their FreeTaxUSA account, they are always able to retrieve them directly from the *** website at ********************************************* and they are also available by calling the *** at **************.
Customer Answer
Date: 03/25/2024
Complaint: 21439981
I am rejecting this response because:
I know my username and password, I'm being denied access to my tax forms.
Sincerely,
*****************Initial Complaint
Date:03/05/2024
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.
My account was hacked, email. Password, and phone number was changed locking me out of my own information. I sent an email to FreeTaxUSA advising them of the situation and requesting that the account be blocked, deactivated, or reverted back to my contact information, however it has been a month with no responses and the culprit still has access to my and my childrens information and Social. I want to start a class action as the lack of security, responses, and communication has put my tax information and private information at risk for a month now and even still the website and company/organization has done nothing to correct the situation. In my opinion this is a data breach and clear negligence in their security measures considering they collect, hold, and essentially are responsible for the information they require. Hopefully I will get responses before I am forced to seek legal action against them. A month and counting for situation rectification.Business Response
Date: 03/25/2024
To Whom it may concern,
Upon the customer contacting ********************** Customer Support that account in question had been locked as requested.
Initial Complaint
Date:02/28/2024
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 business cost me a lot of time. They claim to allow you to go back and find your past tax return documents if youve filed with them, but if you follow the instructions to do so, the website tells you that the information isnt available. It is, but I had to go jump through lots of hoops to get there. They should change those statements so that they all match up and stop confusing people to try and get them to pay for their services.Business Response
Date: 02/29/2024
We have reviewed the wording on our website and will make things more clear in the future.
Regards,
FreeTaxUSA
Initial Complaint
Date:02/27/2024
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.
2-27-24 my state and federal taxes where both accepted in January, yes im filing EITC but regardless this company is either lying or there just flat out incompetent! So explain to me my tax info has been the same for 5 years , same kids , same filing status only thing that changes is my $$$ amount from year to year, so knowing I filed everything complete and dotted all my I's crossed all my Ts But yet my returns were accepted on the 24th of January huh it's now the 27 of February still only thing my (where's my refund status) has stayed at we've accepted your taxes for 4 weeks, yeah ill never use this company again being they are using another name after all the complaints from the business name they used before, Shut this company down, you wanna play with peoples money, no problem ill drag you to Washington with the attorney General and tax lawyer you guys have about til this Friday to figure it out then im gonna start involving the correct authorities and make sure this company gets put under investigation.Business Response
Date: 02/29/2024
As you know we are a Self Prepared tax software company which allows our customers to prepare and electronically file their tax returns with the IRS and State Governments.
Once those returns submitted and accepted, the IRS no longer communicates back to FreeTaxUSA where those returns are in their processing and will only communicate that information with the TaxPayer.
We guarantee that our calculations are correct, based on the information that in input into our website and provide our customers an easy and secure way to submit their tax return. Upon the acceptance of that return we provide our customers with the submissionID that was used during the submission process.
If there is a question as to the status of a tax return, once it has been accepted, customers can check the IRS Where's My Refund site to get the latest update from the IRS. If there are further questions that need to be asked, our customers can reference the provided submissionID when communicating with the IRS.
We apologize for the concern on the customers part and recognize how frustrating this can be, but because the return has been Accepted by the IRS, any communication in regards to that tax return has to be between the TaxPayer and the IRS.
Customer Answer
Date: 02/29/2024
Complaint: ********
I am rejecting this response because: so beings copy and paste is all you can, do no I did find out this company is being investigated not only by the irs but by my banking institution, when I called in about this issue to IRS they and my financial institution said you need to contact the company who filed your taxes which would be you , at this point I will be filing a formal grievance thru the attorney General in Idaho and Washington , beings there's 60 other complaints on BBB of your guys poor service I think thats say all we need to know.DO NOT USE THIS COMPANY TO FILE YOUR TAXES THEY ARE COMMUNIST AND ITS ALWAYS THE CUSTOMERS PROBLEM RIGHT ?
HOPE YOU GUYS GET SUED AND LOOSE YOUR RIGH TO INDULGE IN PEOPLE MONEY AND FINANCES WHICH IS RIGHTFULLY OURS .
Sincerely,
**** *****Initial Complaint
Date:02/22/2024
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.
Free tax USA /Santa Barbara Tax Products Group is who Taxhawk uses to send your refund to you with their fees deducted. SBTPG sends the ACH coded improperly which triggers an r17 return code with SoFi. (this is what Sofi says). Because SBTPG are voluntarily opted into the below program they do not investigate why the refund was rejected they simply see the R17 and trigger an automatic process they have to send the money back to the IRS. This is why they claim they cannot do anything. They could, but it would be a ton of manual work. So they say it’s a legal thing, and that they cant do anything. It’s not a legal thing and they can. They are lying. And being lazy to save money - but they get paid and use our tax return money to collect interest for their banks until the irs accepts the refund back- this is legit fraudBusiness Response
Date: 03/04/2024
Thank you for reaching out to FreeTaxUSA in regard to this situation.
We are aware of the issue and have been working with SBTPG very closely for each customer affected by this rejection. Our records indicate that SBTPG has reached out to those customers involved explaining the details of what happened.
We also been informed that Sofi bank, who rejected the deposits, has reached out each customer involved and explained what occurred from their side.
At this point we believe the matter to be resolved and appropriate action taken for each of our customers. We apologize to those who were affected by this unfortunate incident and are working with all to ensure that something like this never happens again.
Regards,
FreeTaxUSACustomer Answer
Date: 03/04/2024
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ******Customer Answer
Date: 03/05/2024
I am rejecting this response because free tax USA used a company with an F rating on BBB to handle the transfer- the transfers have been documented by many consumers as a corrective action needed by TPG and they never corrected their ach transfer process just to make more money. This isn’t ok- free tax USA/tax hawk hired them - I paid for the transfer and now have paid for their subcontracting mistakes- this is fraud. Tpg should correcting the issue and not charging tax payers additional transfer fees because they messed up- I want my money back because they didn’t do the service - they sent my refund back to irs on tpg’s own mistake and I was charged. Free tax USA should be assisting and they are wiping their hands of the entire situation probably because they are getting some kind of kick back with returned refundsInitial Complaint
Date:02/12/2024
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.
Customer # **************** order# ******* On 02/06/2024 I had my taxes done, *********** has NOT submitted my returns to the IRS..They took payment but says I am not finished yet,but I am.They ignore emails from me.Am in limbo.Business Response
Date: 02/13/2024
To whom it may concern:
We are a self preparation tax software company where customers login, enter their own tax information, and then submit their tax return at the end of the process.
Since it is all self prepared we require that our customers submit the returns on their own.We have reached out to the customer and explained how to login to their account and submit their tax return.
Regards,
FreeTaxUSA Customer Support
Business Response
Date: 02/29/2024
We are a self preparation tax software company and not a CPA firm.
we provide the software for customer to enter their information and press the button to submit their return to the *** when they feel like their return has been completed.
We do not have the means to submit a tax return on behalf of a customer
We have reached out to the customer on more than one occasion to explain this.
FreTaxUSA
Customer Answer
Date: 03/01/2024
Complaint: 21282051
I am rejecting this response because: ******* will Not let me back in to send tax forms,nor will they!Have tried numerous times with new codes & passwords to get back into their site,but Nothing will allow this.
Am in Limbo& will have to pay a different *** to file my returns.This *** took $14.99 But gave me Nothing in return except Excuses/
Sincerely,
*****************Initial Complaint
Date:02/08/2024
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.
Website advertises it costs $14.99 to 'file' a state return. When the time came to finalize the forms, I hadn't received all my 1099's and I wasn't confident entering an estimate of them, so I never finished entering them or filing them. They immediately charged my credit card with the $14.99 and when I asked why they charged the fee before all my forms were completed or filed, I was told the $14.99 is not a filing fee. My customer service reply was that the filing of a state tax forms is free and the $14.99 is for using the services offered. This is contradictory to the description when I was deciding to go with them or not. I believe they're using deceptive advertising. The $15 is no big deal, it's the deceptive advertising practice I'm concerned with.Business Response
Date: 02/13/2024
To whom it may concern,
We are a self preparation tax company and the fee we charge is for the preparation of the tax return. We apologize if there is confusion in this area and will look at making sure we communicate this better.
We have reached out to the customer and believe the matter to be resolved.
Customer Answer
Date: 02/13/2024
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:02/06/2024
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 want my money from the irs to be sent to a different card it took 3 years and the company didn't help me at all and bc it took so long greendot.com canceled my acct. Due. To expiration of visa cRd that never got money this company Never helped me atBusiness Response
Date: 02/29/2024
To whom it may concern,
When first contacted on 2/5/24, FreeTaxUSA provided the contact information for Green Dot and a phone number for Santa Barbara Tax Products Group (SBTPG). Upon doing so there has not been any further contact or complaint in regard to their interaction with Green Dot or SBTPG.
We are committed to assisting our customers when working with SBTPG & GreenDot and will reach out to the customer to further assist them in recovering their refund.
Customer Answer
Date: 03/01/2024
Complaint: ********
I am rejecting this response because: this is not actually that I disagree with the BBB . I disagree the taxhawk I reached out to there partner co. And they told me that bc my account was closed there is nothing further that they can do to help me. That the refund would be sent back which it was (I even have a other green dot account that I tried to u have the transfer it to and they wouldn't even hear about it . L)and now it has been issued to my old address and the check is lost in the abyss I'm dealing with the post office trying locate it I have to wait 6 weeks longer now . Why if I payed taxhawk all this money are they not helping me at all from day one starting with not even helping me get this situated 3 years ago
Sincerely,
****** ********
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