Complaints

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

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  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:04/11/2023

  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 was told by using freetaxusa aka taxhawk that they were only taking $14.99 for my state taxes and they would post the rest my federal and state on a green dot card they sent to me. For some reason they know won't post it on the card they sent me and are now going to mail a check. They charged me $10 for the card and now another 20 to mail it. Now they're also telling me it could take up to a month for me to get it. They are giving me the run around between three different companies as to who switched it to a check and why they won't deposit it my money. I should have had my money this is all over the internet with other people with the same problem. I want my money.

  

  Business Response

  Date: 04/13/2023

  To whom It may concern,

  We are always concerned when one of our customers has an issues in the process of filing their taxes and receiving their refund.  

  We understand that there can be problems at times and work hard to bring those issues to a resolution quickly.  In this case we have reached out to both the customer and our partner to resolve the issue as quick as possible and are working to make that happen.  We have waived any fee's that would have been assessed during this process and will continue to update the customer along the way.

  Regards,

  FreeTaxUSA

   

   

• Initial Complaint

  Date:03/15/2023

  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.

  used freetaxusa to efile my 2022 federal taxes on February 7 accepted by *** the same day. They claim that their website checks for accuracy before they allow you to efile your taxes with the **** Then try their best to scam more money out of you to file those said taxes. But according to the *** C12, I received a week ago, that they simply didn't send all the forms that were supposed to be sent in when my return was efiled to the *** and that they were missing when they received the electronic file of my return. You simply can't electronically file your tax forms without using one of these companies and we as consumers are trusting that when they say that their stuff is accurate and up to date, they are falsely representing their products as so, and yet the *** sends out legal documentation saying that these returns are not accurate because it's missing important information that should have been submitted and not missing from the whole return. Omitting documentation that is needed to process federal tax forms is a major problem. I will be also filing a complaint with my state attorney general's office on this matter as well. Like I said, we as paying consumers are trusting these companies to back up their promises that are being broken every year with incidents like this. This is an inexcusable, erroneous, and downright criminal action by this company.

  

  Business Response

  Date: 04/03/2023

  To Whom it may concern:
  
  We are a software company that provides consumers with self preparation tax software.  While we do guarantee the accuracy of our calculations, we do not have any inside into our customers tax documents or liabilities as they begin there tax return, but we do try to walk them through an interview to help them enter everything correctly.
  
  In the event that the *** receives different information from employers or other entities that does not match what was entered on the consumers tax return they do send out letters like the one receive.  They also at times just need to verify information to prevent fraud from occurring.
  
  The *** Says this about the 12C letter that they send out:
  
  What this letter is about
  We are sending you Letter 12C because we need more information to process your individual income tax return. This information can include:
  Missing forms or schedules to support your entries on Form 1040 or Form 1040-SR. 
  Verification of income, withholding, and credit amounts.
  Documentation to reconcile advance payments of the Premium Tax Credit (PTC). Please refer to PTC page for more information on PTC advance payments.  
  
  We would recommend that the customer respond to the letter even if they disagree with the information in it, and send a letter back to the *** explaining what information they think may be in error.
  
  Since FreeTaxUSA has not seen the letter we are unable to know what discrepancy the *** is asking about.
  
  We will reach out to the customer and see where we can be of assistance.
  
  Further information regarding the *** 12C letter can be found on the ***s website:
  *************************************************************
  
  
  Regards,
  
  FreeTaxUSA Customer Support

• Initial Complaint

  Date:03/06/2023

  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.

  02/09/2023 I paid $14.99 to file a tax return on freetxusa.com and what they sent was a cashier's check. All I want is my money. I have been displaced as a result. I contacted them, the I.R S, the third party distributer and the bank. They didn't send me a card and they keep deflecting an answer.I am sick of these incompetent people. They owe me $1,200.All I get is diffusion of responsibility.I have no routing number All parties involved:Free Tax USA Civista Bank(****)Santa ******* T.P.G ************************

  

  Business Response

  Date: 03/16/2023

  To whom it may concern,

   

  We are always concerned when one of our customers has an issue during the process of filing their taxes and receiving their refund from the ***

  In this case the *** did send the customers refund to TPG to deposit and have the tax preparation fees withheld.  When TPG tried to deposit the refund to the bank account on record, the bank denied the deposit.  

  As a result TPG issued a check to the taxpayer and that check was sent on March 10th to the address on the tax return.

  We know this is frustrating when it happens and have made changes over the years to help make sure that routing numbers, account numbers, and names are correct in order to make the deposit.

  In this case the refund should be received in the mail in the next couple of days.

• Initial Complaint

  Date:02/11/2023

  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 is just a scam. They first say it's free to file, then $14.99, then add additional fees after filing without disclosing them. In the end, the take the entire refund and have it deposited into their account instead. I want everything refunded including my tax refund they stole.

  

  Business Response

  Date: 02/17/2023

  We are a self tax preparation company that allows customers to file their federal taxes for free and charge a nominal fee for their state return.  We do have an option that allow customers to pay for the nominal fee from the refund on their tax return.  

  In order to allow our customer to use this option we have partnered with ******************** Bank ******************  This partner is sent the refunds from either the *** or their State Tax Commission  and collects the fees due and deposits the remaining refund in the customers account.

  When customers select this option they sign an agreement stating that they agree to allow this to take place.

  In this case, the customer selected to pay **********************'s state fee by having that fee deducted from their tax return.

  We have reached out to ******************** Bank in their behalf and they have agreed to put this account on their watch list and make sure the refund is directed to the customers account as soon as it is received.

• Initial Complaint

  Date:11/15/2022

  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.

  The site states that it will e-file federal taxes for free and state taxes for *****. After I paid the ***** the site said It couldn't e-file my taxes and didn't give a reason as to why. I contacted customer service and was told I paid to 'place numbers' on my state return even though the site clearly states that they e-file for a fee not to 'place numbers' and I would have to download/ print my own copy and mail it in for *****.

  

  Business Response

  Date: 12/09/2022

  Dear Better Business Bureau,
  
  We are a self preparation tax software company which allows our customers the ability to prepare both current year and prior year federal and state tax returns.
  
  Customers are able to prepare their Federal Tax Return for free and we charge a nominal fee for helping to prepare their state tax return using the information they provide as part of their federal tax return.
  
  With that said, the *** will only allow current year tax returns to be **filed and does not allow online tax preparation companies, like FreeTaxUSA, to **file those tax returns past the end of October which only gave this customer the option to mail their tax return if they chose to use our software.

  We have been very careful in stating that the fee charged is for the preparation of the tax return and not a fee to **file.  This can be seen in the Pricing Table on our home page https://www.freetaxusa.com where is states that the **File price is $0
  
  We are alway concerned when one of our customers is frustrated and will do all we can to be more clear in the coming tax season to better clarify this for our customers.
   

• Initial Complaint

  Date:10/20/2022

  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.

  02/17/2022
  FreeTaxUSA sent my MD tax return. The refund was returned to them as undeliverable.
  07/07/2022
  After waiting 5 months to get a resppnse...FreeTaxUSA told me they were returning the refund to MD State Comptroller and was informed they were deducting their filing fee again which had already been deducted from my Federal return to satisfy their filing service. This was the 3rd time they deducted from my returns.
  10/20/2022
  After talking to the MD State Comptrollers office today..nothing has been returned to them. I have contacted MD Comptroller several times the past several months.
  FreeTaxUSA has said they will the filing fee AGAIN when they send it to MdComptroller.
  This company has been dodging and delaying the delivery of my refund and deducting for their services several times with no recourse available to me.

  

  Business Response

  Date: 10/20/2022

  We are always concerned when one of our customers has a negative experience with one of our selected business partners.  

  We have reached out to the customer to let them know that the issue has been escalated on our side and that we have reached to our banking partner in their behalf to correct the issue.

   

  FreeTaxUSA Customer Support

• Initial Complaint

  Date:09/21/2022

  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 paid extra for e filing and the again for support. The e-filing wasn't available which they didn't say until after they took my money. when I paid extra for support so I could communicate with them, there was no way to contact them. I tired contacting them through email and their website and never got a response. Also when I tried to print out my taxes there was writing across it that said do not file. I just want to print my tax returns that I have paid extra for twice and still unable to send in.

  

  Business Response

  Date: 10/28/2022

  To Whom it may concern,

  We are always concerned when one of our customers has a struggle in preparing and filing that tax return.  In the case the customer was trying to prepare a prior year tax return which we are unable to electronically file with the IRS and the customer was forced to mail their return.

  In looking at the customers account it appears that they were able to download copies of their return and mail them.

  We have reached out to the customer to follow up and see if there is anything else we can help with and have also refunded the Professional Support product they purchased as it was not used.