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:02/03/2024
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.
Website does $$ transaction ..then tells you you have to mail in documents..I would've done that in the first place...if company checked before billing me and removing $$ from bank acct..this is a scam I did not need them to do anything if they could not efile for me...they need to be up front that they can't efile before they charge you...
Business Response
Date: 02/07/2024
To whom it may concern,
We are always concerned when one of our customers has a negative experience and will look to see how we can improve the experience for others moving forward.
FreeTaxUSA does not charge a fee for eFiling a tax return but for the preparation of the tax return. We also state on the main page of our prior year tax return that "Prior year tax returns/amendments must be mailed"
*******************************************
Perhaps in future years the *** will allow online tax preparation companies to electronically file these returns but for now they must be mailed.
Regards,
FreeTaxUSA
Customer Answer
Date: 02/08/2024
Complaint: 21241317
I am rejecting this response because:in your ad there is no disclaimer saying you must mail prior tax returns it should also prompt you that this needs to be done before a payment is made
Sincerely,
***************************Initial Complaint
Date:12/31/2023
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 2022 tax returns online with FreeTax *** -or- Tax Hawk. I received confirmation emails that both *************** taxes were received and accepted by IRS. After receiving mail from IRS that there is an issue, I went online to get a copy only to get a msg from FreeTax that my returns were not completed. I tried emailing myself a copy in April after completing them but it just buffered. I was ok with that the next day when I received an email that they were accepted by IRS. Its impossible to get a person on the phone and after emailing their support team online, havent gotten a response. They have my money and I have no returns and penalties from IRS.Business Response
Date: 01/19/2024
To whom it may concern,
We have reached out to the customer to help them understand that sometimes our customers create multiple accounts.
We believe that we have resolved the issue with the customer.
Initial Complaint
Date:11/29/2023
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.
On April 18, 2023, I submitted my 2022 tax extension payment via FreeTaxUSA which was $2000. The FreeTaxUSA website said that the money would be taken from my account on the next day which would be a payment to the IRS. The $2000 was taken from my account but no payment was made to the IRS. When I called the bank, they confirmed that the money was taken and never returned. I am currently being billed for the missing payment by the IRS with fees. When I tried contacting FreeTaxUSA, they told me that a bank statement would be all I needed to dispute the charges but they will not provide me a confirmation number or any explanation as to where the money is. The money I owe to the IRS must be sent in quickly or I will be charged additional late fees.Business Response
Date: 11/30/2023
We are a self preparation tax company that files electronically with the IRS. However we do not collect these payments and pass them on, but rather interface between the customer and the IRS directly to schedule the payments.
We have reached out to the customer understand and resolve the issue.
Initial Complaint
Date:10/20/2023
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 have asked multiple times for my account to be deleted. Company rarely responds. I believe they did respond months ago and said they took care of it, however, they did not. I am still able to login. Please fix this.Business Response
Date: 10/23/2023
To whom it may concern,
Because there is an e-filed Federal and State Tax return we are required by the IRS to keep these records through the end of the calendar year which hey were submitted. If you would still like to have your information deleted we would ask that your resubmit your request in January 2024.
FreeTaxUSA Customer Support
Customer Answer
Date: 10/25/2023
Complaint: ********
I am rejecting this response because: No other site has ever stated this. Makes no sense. Please delete my account as asked. You are unresponsive when I contact you other than through BBB. This is not the first BBB complaint. Last time was told it was deleted and it was not.
Sincerely,
**** ***Initial Complaint
Date:09/19/2023
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.
Used freetaxusa.com for tax returns. When going into website for copy of tax returns was directed to complete document again. Unfortunately I did and it may have stolen my identityBusiness Response
Date: 10/23/2023
We believe this issue has been resolved with the customerCustomer Answer
Date: 10/23/2023
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:08/21/2023
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.
Terrible company; they completely messed up my taxes going back to 2019. Nothing was filed right, if it even showed up at all. They also took twice as much out of my return as they said. I spent like 60 and 100 dollars from my return trying to fix this, and all support did was tell me about finding my refund. I used to love them, but they're garbage now. At least Turbotax is upfront and not shady.Those are just examples, btw, but I called to make sure and to make sure another agency hadn’t taken the 100 out of my return. They also took almost 180 dollars out of my 2021 and didn’t even bother to file the state.
I just wanted to add that when I showed them that they had to amend the taxes for free, they removed me completely from the site and deleted all the amendment returns before I could do anything. Children retaliate when they look stupid. Unless you want to have money taken out of your return in secret and lose thousands of dollars because of bad software and lackluster humans, go somewhere else. Pretty much anywhere else. Below is proof they removed me completely. Good thing I lost my job and my best friend this month; I have plenty of time to make them again.Business Response
Date: 11/13/2023
To whom it is concerned,
We are a self preparation tax software company that allows our customers to electronically file (eFile) with the IRS the current years tax return. We also allow our customer the ability to prepare the prior 6 years tax returns but these need to be mailed to the IRS and States since we are not allowed to electronically file them.
When customers need to amend a tax return we allow them for a nominal fee the ability to prepare that return with their changes and just like a normal return either efile (current year) or mail the amendment to the IRS and State.
In this instance it appears that the current year and 3 prior years of tax returns were created in 2023, and several of those tax returns needed to be amended. Although we do allow for unlimited amended tax return, they are unlimited for the specific tax year that is being prepared and not unlimited for all years tax returns on the account.
In reviewing this account is appears that all charges that were incurred are associated with either a state tax return that has been filed or an amended tax return that has been file.
All other charges on this account have either been refunded or are sitting in the customers cart waiting to be paid.
While we try to be very clear about th
Initial Complaint
Date:07/25/2023
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 filled my tax return with this company gave very clear instructions on where I wanted my money to be deposited and this company for what ever reason took it uponthere self to deposit my funds else where I'm a low income citizen and need my refundBusiness Response
Date: 10/25/2023
We believe this issue has been resolved with the customer.Initial Complaint
Date:06/06/2023
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.
FreeTaxUSA advertises through the *** website as a free tax service. Specifically, they state that they provide free state filing for individuals whose AGI is below $46,000. The link on the *** website goes to the login page for their "commercial" site. I followed the link and was prompted to login to my existing account. No information provided on either the *** advertisement or the FreeTaxUSA page indicates that there is a separate site for free state filing. I paid $14.99 to complete my state return, and contacted support to advise that they charged me for a free service. The agent who handled my complaint indicated that I was on a different website and should have followed the link. Since I did follow the link and it directed me to the commercial page, it appears that FreeTaxUSA is using false advertising practices to funnel unsuspecting filers to their commercial page in order to extract profits from people who should be able to file for free. Their practices are clearly misleading and illegal.Business Response
Date: 06/30/2023
We have reached out to the customer and believe the matter to be resolved.Customer Answer
Date: 06/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory for my personal situation. While I received a refund for the state tax filing that should have been free, it is unclear whether FreeTaxUSA has changed or intends to change its misleading advertising practices.
Sincerely,
*****************************Initial Complaint
Date:05/11/2023
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 through this software ever year. This year when I filed they sent my money to the wrong bank account and the wrong address. I was supposed to receive my taxes back in February but still haven’t received it. When I called them they told me that they sent it back to IRS but when I contacted the IRS they don’t have it. IRS provided me with the bank, account and routine number that they sent the money to which was an account I’m guess the software used. Account number *********** and routine number *********. The bank is civista bank and the amount of my refund was 7,934. This software has changed me three times the amount they originally charges but yet I still haven’t received my money. They’ve been giving me the run around since February and I don’t know what to do now. Please help….I really need my funds. It has put me in a bad situation.Business Response
Date: 10/23/2023
We believe that this issues has been resolved.Initial Complaint
Date:04/23/2023
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.
FreeTaxUSA by TaxHawk offered accuracy guarantee *******************************************************. I paid fees to FreeTaxUSA to file my ******** state return and I later on found out that I did not need to file a ******** tax return because I was a majority resident in ****************. This caused me to overpay by $600 in income taxes. I already sent proof of my ********** residency to ******** state government but they said FreeTaxUSA never formally submitted the non-resident tax return to ******** and instead submitted a resident tax return. I am asking FreeTaxUSA to refund all the fees paid, and formally amend my tax return so I may get the refund I am entitled to. My SSN ending in ****, ********** was the cell used to file the claim. Please continue communication over email, thanks. I will consider taking this to small claims court for messing up my tax return and refund.Business Response
Date: 05/08/2023
We have replied to the customer asking for more information to help resolve the issue they are experiencing.
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