ComplaintsforezTaxReturn.com, LLC

• Initial Complaint

  03/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company stole $445 from me. I saw how much they were suppose to get and what Im suppose to receive. I accepted a certain amount ,but somehow they took extra on extra and I have kids. This is the first time with this company this have happened to me I called the irs and the bank and they both have the same story. The irs confirmed I dont have any offsets, and they sent the total payment to me. My bank only received part of it because this company took more than whats written in our agreement. I cant stand that we cant even trust these websites thru the irs or government sites. We all want to be safe and this aint it. I would like the money thats owed to me from this company as soon as possible. Its no person to speak to on the phone. This isnt acceptable!

  Business response

  03/23/2024

  Dear ********,     
   
  We are truly sorry that you have had a negative experience with your taxes this tax season. 
   
  We are committed to continue to strive to make things right for our users every single day in every way possible. We place ourselves in the shoes of our users and return to work daily to serve better than we did the day before.  
   
  In this instance, there are some very strong accusations listed in reference to us in your complaint. Such complaints are immediately escalated to the highest level within our organization and we remain open to every feedback applicable to us.  
    
  However, NONE OF YOUR ACCUSATIONS APPLY TO US. What we find very concerning here is that your accusations such as not safe stole without appropriate due diligence on your part is questioning the integrity of the 1000s of filers who have been filing with us for the last 24 years. As a result, we are forced to take a strong stance in your case and politely ask that you do not file with us again. However, we do wish you continued success in your future tax filing journey.  
    
  Additionally, we will make every effort to provide you clarity and support before we part ways. Even though your concerns do not involve us, we have made every effort here to help you get to the right solution to your problem.  
   
  A. We highly recommend you utilize an accountant vs. a DIY tax software. A DIY software is for users who understand the different processes involved and how they each impact differently the filing experience. The players involved in a DIY are:  
  i. Provider: There are DIY software providers like us, who provide the software platform and support a taxpayer to e-file their taxes. That is all we do.  
  ii. Government: There is the Govt who assesses your return and issues your refund and determines the amount of your refund. There can be other govt agencies involved in your tax preparation based on your specific tax scenario.  
  iii Bank: There is the bank - who processes fees involved. Specially, if you choose the REFUND TRANSFER option. Which means to defer your DIY software fee payment by asking to issue it from your refund. The fees involved here are DIY fees federal, DIY fees state and refund transfer fees.  
    
  B. Guidance and clarity on your issues are listed below:  
   i. Your Issue 1: who is responsible for your refund?  
    
  The issue you are facing involves an adjustment to a direct deposit refund from the ****  
  Please note that all direct deposits are made directly by the **** DIY tax service providers do not handle or issue *** payments, nor are we allowed to.  
    
  A taxpayer must contact the *** to resolve any related refund issue by dialing  **************, or in your specific case, the Bureau of the ************** (further explained below).  
   
   Please also note that once a return is accepted by the ***, ezTaxReturn.com does not receive any updates regarding a refund nor do we receive any deposits directly from the **** There is no financial transaction that occurs between a DIY tax software and the US government.  
     
  ii. Your Issue 2: You got a reduced refund.  
    
  Note1: We have checked the "*****************" tool on  ****gov and found the following information regarding your refund processed by the *** for your 2023 tax return filed this year:  
  Your status: Your tax refund has been approved for direct deposit.  
   
   Note 2: the *** can partially or completely reduce your refund to pay a past due obligation, such as child support, another federal agency debt, or state income tax. If this is the case, then the Bureau of the ************** (***), who issues *** refunds, will send you a notice with the amount of the debt and contact information.  
   
  In your case, since the *** noted that the Bureau of the ************** (***) reduced your refund, please contact the *** when they provide contact information.  
   
  Note 3: we also noticed the following info from the *** to you:  
  The details of a debt are not provided to the **** This application will be updated with the refund amount remaining, if any, after the debt is deducted. If your refund is not credited to your account by March 25, 2024, please revisit this site or use our free mobile app, ***2Go, for your revised refund status. Updates to refund status are made no more than once a day. 
    
  iii. Your Issue 3: Your DIY software use charges.  
  Your charge for DIY tax software use was not $445. It was $74.94.  
   
  Note 1: You signed up to pay for our DIY software using the refund transfer option. Which means you will be charged a DIY tax preparation and filing fees of $44.99, plus a fee for refund transfer in the amount of $29.95 will be deducted by the facilitating bank from your total refund received from the **** This process has not changed in over a decade. 
  (-) EzTaxReturn.com DIY software fee for Federal and State Preparation $44.99  
  (-) RFT (refund transfer) fee to enable you to process your DIY software use fees from your *** refund is $29.95  
  TOTAL fees deducted: $74.94 (not $445)  

  
  Note 2: The Original amount you received from the *** was $2976.17. We were able to find the info from the bank that processed your refund via ***************************;.  

  
  Note 3: Your net refund from the bank issued to you was $2901.23.  
  (+) Your refund amount from *** was: $2976.17 
  (-) $74.94 in DIY and RT fees mentioned above were withheld before issuing you the *** refund.  
  TOTAL: your direct deposit was in the amount of $2901.23  
  If you have received a lower amount or are trying to identify what created the delta of $445 in your refund, please contact the ****  
   
  We now consider this matter closed from our end. If you have any further questions on other issues, please feel free to contact us at ********************************   
  and we will be happy to assist you.  
  We thank you for filing with us this year and we wish you all the best in your future tax filing journey.  
   
   Sincerely,   
  EzTaxReturn.com 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company uses deceptive advertising. I had no issue with paying for my taxes to be done as I exceeded the income threshold. But, I had more than was advertised deducted from my return. I have tried to reach them and supposedly there is a "chat" option but that is only available while you are filling out return information. Otherwise, you have to wait days for a response. The *** listed them on their website as a trusted business for filing taxes. This should be removed. Their fees are exorbitant and misleading. At the very end, they charge you additional fees to have direct deposit into your checking account. They must be charging taxes on top of that because less than $100 was supposed to be deducted from my return and they charged me $105.93 which is a very odd number and higher than what I agreed to. I want the difference refunded to me. I have no issues paying for services but this is robbery. NEVER use these people!

  Customer response

  03/13/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are using bait and switch. I was told my federal return would be free and then I would have to pay for state as always. Upon completion they made me pay for federal, saying because I have self employment. Complete scam. Bait and switch. If they cannot rectify this I will be contacting the irs. TurboTax got in trouble for this before. There is precedent.

  Business response

  02/28/2024

  Dear *****,   
   We are truly sorry that your expectations were not met. We hope you will give us an opportunity here to offer an explanation from our end of this situation for your kind consideration. 
  Our posted offer (found by selecting the Simple Return hyperlink on our homepage or in Prices & Products): 
  To qualify for a free federal return: 
  Your filing status must be single or married filing jointly. 
  You don't claim any dependents. 
  Your income comes from your salary, wages, tips, and/or unemployment compensation. 
  You don't claim any credits except for the Earned Income Tax Credit. 
  Your taxable interest is less than $1,500. 
  Your total income is less than $50,000. 
  You don't claim any adjustments to income

  
  Why Your Federal was not free: 
  Your income included self-employment income and retirement income. 

  
  However, your experience matters, and we are happy to provide a coupon via email for 20% off that can be used when filing next year.  

  
  We thank you for your patience and the opportunity to serve you and we are truly sorry for the inconvenience you experienced.  
   
  Sincerely,  
  ezTaxReturn.com 

  
  

  Customer response

  03/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   They just sent an automated response with a coupon for next year. No explanation for the deceptive marketing techniques. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed taxes, both federal and state, 2 weeks ago. There is now nor ever has been any change of status for federal or state that they are being processed or for that matter even received. I've contacted the company several times and I have been repeatedly told they were working on the issue and it would be resolved in ***** hrs. I just want my taxes to be filed and want my returns.

  Business response

  02/25/2024

  Dear *******,   
   We are truly sorry that your expectations were not met. We hope you will give us an opportunity here to offer an explanation from our end of this situation for your kind consideration.   
   
  Filing of your Federal and **** State Tax Return  
  Unfortunately, due to an issue with state program update after go live, your e-filing result of  February 11th for your federal and OH tax return was not updated until February 22nd, 2024. Our records show that you selected to refile your returns last at 7:22pm EST on February 24th. We expect that you will hear back from the *** within 24 to 48 hours for your federal return and OH within 3 to 5 business days for your state return regarding the acceptance or rejection of your returns.  
  However, your experience matters, and we are happy to provide a coupon ********** for 50% off that can be used when filing next year.  
   We thank you for your patience and the opportunity to serve you and we are truly sorry for the inconvenience you experienced.  
   
  Sincerely,  
  ezTaxReturn.com 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/3/24, based on the ezTax declaration of a free tax return, I opened an ezTax account and filled out my 2023 tax return with them online. I provided an enormous amount of personal information. At the end of the tax filing process ezTax gave me three reasons why I would have to pay them to file my taxes. This contradicted what they said at the beginning of the process when they said my tax filing would be free. ezTax had the opportunity to inform me of the fact I would have to pay earlier in the process (like TurboTax does), but failed to do so. On 2/3/24 I sent email to exTax asking them to close my account. (Attached)On 2/8/24 I received email from ezTax with a link to close my account. (Attached) I clicked on the link and was taken to a page that said something to the effect my account was closed. On 2/8/24 I received marketing email from ezTax AFTER I supposedly closed my account. (Attached)On 2/8/24 I sent ezTax email telling them I was receiving marketing email pertaining to my account after my account was closed. (Attached) I told ezTax I never opted in for marketing email, and that I did not expect to receive any further communication from them. I asked that my email be permanently removed from their databases. On 2/8/24 ****** from ezTax responded by telling me to click on a link in his email to unsubscribe from their newsletter (which I did). He did not address my concerns about never having opted in for marketing email, and for my email address to be removed from their databases. (Attached)On 2/12/24 I received email from ezTax with instructions on how to close my account. (Attached) I received this email despite the fact that I had received the exact same email from ezTax on 2/8/24 and supposedly closed my account using the link in this email on 2/8/24.

  Business response

  02/14/2024

  Dear ******,  
  We are truly sorry that your expectations were not met. We hope you will give us an opportunity here to offer an explanation from our end of this situation for your kind consideration.  
   
  Free Federal:  
  Unfortunately, since your account was deleted, we are unable to provide details as to why you were not offered a free federal tax return. We encourage users to raise concerns and questions prior to account deletion. Once an account is deleted, we have no further means to investigate.  
   
  Delete Account:  
  You requested to close your account. Our email records confirm we received your email of 2-3-24 requesting deletion of your account and provided delete account instructions on 2-8-24. These instructions are provided to you for your own action, since eztaxreturn.com is a self-preparation program and ONLY the taxpayer can remove their own account. Our records confirm you deleted your account on ******  
   
  Remove Email Promotions:  
  We can also confirm that we received your email on 2-8-24 requesting that your email be removed from all our databases and marketing campaigns. Our records show that we once again provided self-serve instructions to you on 2-8-24 to remove your email from our campaigns. This is standard practice when you unsubscribe.  
   
  Exit Process:  
  Please note that deleting an account removes all your tax information and any information found with your username, however this does not remove you from all Marketing emails as this would need to be made in a separate step/request. This is handled as a separate request since Marketing emails are sent based on our Use Agreement and Privacy Policy that is agreed upon by clicking Create account.  
  We can confirm again that your username has been deleted and your email has been removed from all Marketing campaigns.  

  If you have any questions, please do not hesitate to contact us at ******************************** for further assistance now or in the future.  
   
  Sincerely,   
  ezTaxReturn.com 

  Customer response

  02/14/2024

  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I need ezTax to clarify the following:
  Why was an email sent to me on February 12 **** telling me what to do to close my account if, as ezTax stated in their response, Our records confirm you deleted your account on ******? 

   

  **************************;

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  
  
  
  
  
  
  
   
  

  Business response

  02/17/2024

  Dear ******, 
  You are correct. Our service department responded with auto reply vs.checking the status first.  We sincerely apologize that our response on February 12th was in error since we did not review your account prior to sending the instructions to remove your account for a second time. 
  Sincerely,   
  ezTaxReturn.com

  Customer response

  02/20/2024

  Dear Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the response.  The matter appears to be resolved.
   
  *****************************
  
  
  
   
  
  

• Initial Complaint

  02/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid money and filed my taxes with eztaxreturn.com. They told me what my state return would be, but nothing on federal. I dont know if I owe or getting back. When I call the number it goes straight to voicemail. *** left several messages and no return call. They keep telling me to sign into IRS website, which I did and I cant find anything on my federal return. This business took my money and now refusing to help me. IRS has them listed as a trusted site. They are not.

  Business response

  02/10/2024

  Dear ***********;
  We are truly sorry that your expectations were not met. We hope you will give us an opportunity here to offer an explanation from our end of this situation for your kind consideration. 
  Our records show that on February 6, **** we received one voicemail message and an email about your federal return status and the amount of your refund. We provided information about the filing of your returns and how to obtain a copy of your federal return so you can obtain your refund amount. The refund amount is on Line 35a of your 1040. 
  Please note that we are unable to provide information via email or phone that contains Personally Identifiable Information. Since a refund amount is considered Personally Identifiable Information, we were unable to provide this figure via email or phone. However, we have added a note to your account that will show when you login providing your 2023 federal refund amount. 
  However, your experience matters, and we are happy to provide a coupon ********** for 50% off that that can be used when filing next year.  
  If you have any questions, please do not hesitate to contact us at ******************************** for further assistance.  
   
  Sincerely,  
  ezTaxReturn.com 

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed my taxes for the first time with this company through the *** website and assumed it was legit. May 27,2022, it said my refund was accepted but never heard anything back in regards to my taxes and never received my refund. *** since tried to log in and over and over it redirects me and says that my information is wrong. This is a huge concern because not only do they have my personal information, but I cant get back into the website and Ive never received the status or refund from what Ive filed.

  Business response

  11/13/2023

  *****************,   
   
  We are truly sorry for your poor experience in filing your tax return and we will sincerely appreciate it if you can please call us at ************ or email us at ******************************** so we can better assist you.   
   
  Regarding ezTaxReturn:  
  Please note that ezTaxReturn has been an Authorized *** e-File Provider since ****. We belong to a small and select group of tax professionals accepted into the *** electronic filing program. In addition, we are an approved Electronic Return Originator (ERO) qualified and approved to safely and securely transmit tax return information directly to the *** and state revenue departments.  
   
  Regarding ***:  
  We hope the following info will be helpful:  
  ??The *** provides Refund Status on their site: www.irs.gov  
  ??Please note that ONLY the *** processes all refunds. We at ezTaxReturn or any other DIY software company in the market do not process tax filer refunds.   
  ??Please note that the Recovery Rebate Credit was used to claim missing stimulus payments that were provided during the Covid19 pandemic. For more information from the *** on the Recovery Rebate Credit, please visit ***************************************************.  
   
  Regarding your issue:  
  ??Based on the information from the *** refund tool, It appears that the *** has records that you received the stimulus payments that the Recovery Rebate Credit replaces. The ***, therefore, reduced your refund by the amount that you claimed for the Recovery Rebate Credit (found on Line 30 of the 2021 federal tax return).   
   
  ??If you think or suspect that you did not receive the stimulus in question, it is recommended to contact the *** at ************ or check your online account at: ************************************************   
   
  ??If you did receive the stimulus in question and you agree with the balance due, it is recommended to pay the *** by visiting ****************************   
   
  If you have any further questions regarding your 2021 federal return, please feel free to contact us at ********************************   
  and we will be happy to assist you.   
   
  Thank you for being a valued customer and we appreciate your patience and understanding.   
  Sincerely,   
  ezTaxReturn.com 

• Initial Complaint

  05/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Filed taxes with eztaxreturns this year. Paid to have state taxes e-filed but my taxes have not been submitted to the state or federal agency because whenever I log on to authenticate my account and access my information, I get an error message using the multiple authentication codes that they have provided and to add insult to injury, no one answers their phones. Have been trying to log on for 2 weeks now and getting the same error message. Called multiple times to there office and get a recorded message that no one is available to take my call. Sounds like this is just a scam to take your money!!!

  Business response

  05/26/2023

  Dear *******,  
  
  We apologize that you were unable to reach ** to help assist with the two-factor authentication that is enabled on your account for your personal identity security and protection.  
  
  To access your account, you need to receive a code from the two factor Authenticator. If you do not have a valid code, you cannot access your account.  
  
  We apologize for this inconvenience, but for our user security and protection, the next step in this process is for ** to verify your identity. To verify your identity, we require a copy of your driver's license, passport or state-issued ID.  
  
  Please send your ID to ********************************  
  
  Upon receipt, we will reply within 24 hours. 
  
  We thank you for your cooperation in advance. 
  
  If you have any further questions, please feel free to contact us at ******************************** 
  
  and we will be happy to assist you. Thank you for being a valued customer and we appreciate your patience and understanding. 
  
  Sincerely,
  ***************

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was attempting to file a tax extension on April 18, 2023. My husband died December 2021, our home went into foreclosure. We were evicted on the 14th. I had not had any time to get everything together & there was a lot of confusion with paperwork. I went to the government website about extensions and was given eztaxreturn. It spoke about filing an extension and I followed the instructions, but at the end it was suddenly acting like I was submitting a tax return which is not what I wanted to do! I do not have ************** need to hire someone to help me with my taxes thus the extension. I was charged and then delayed a day in filing my extension until the 19th. I went to another company and filed it in minutes. I went to their website and contacted them about the problem & needing a refund as I am not using their service since I have to hire a professional in person for help. I never received a response and finally received a phone call yesterday about filing my return. I told them I do not want to file my return I filed an extension with another company as theirs was misleading! I received an email today that would not download all the way, I could only read the first part which said they responded within minutes and it may have went to my junk folder. I check my junk folder daily. But they will not issue my refund. I am a disabled senior that is a widow being taken advantage of in a horrible time already. Please help.

  Business response

  05/24/2023

  Dear ******, 
  
  We sincerely apologize that the *** guided you to all freefile offers when in fact our program does not support the filing of an extension. 
  
  Since your intention was only to file an extension and not to file tax returns, we will gladly refund the fee charged to you. Your refund was processed today (5/19) and you should see a credit in the next few days.    
  
  Again, we apologize for any confusion. If you have any further questions, please feel free to contact us at ******************************** and we will be happy to assist you. 
  
  EzTaxReturn.com

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to file my taxes with this service and three times they rejecting my tax returns saying I entered in the wrong information for my agi. As a result I had to print off the documents and send them in by mail. This has cost me time and money. I am not able to e-file my state returns because of this but they are still charging me 22 dollars for my state returns. They will not give me back my money. They should refund money as I am unable to file the state return that they charged me for. This company is corrupt and only wishes to defraud hard working ********* out of their hard earned money.

  Business response

  05/24/2023

  Dear *******,  
  
  We are sorry that you faced several problems in getting your return accepted by the **** We hope you will give us an opportunity here to offer an explanation from our end on this situation for your kind consideration.  
  
  Our records indicate that you tried 3 times to file your return this year and each time you were rejected. As a standard security measure, the *** requires every filer to enter their prior year AGI each year and the *** then checks that number against their records from previous years. Your return was rejected by the *** because your Adjusted Gross Income (AGI) figure from your 2021 return did not match the *** records. 
  
  Unfortunately, the *** records on ********* AGI are not always updated on time in their database. The delay in update of records followed by mismatch when filers enter their AGIs results in a rejection. As the *************** pointed out, this is a nationwide issue and is not tied to any online filing programs like ezTaxReturn.com (********************************************************************************).  
  
  However, your experience matters, and we have decided to offer you a 20% discount as a refund of the amount you paid ** for your state tax return. Please note that the federal return was already free of charge to you. Also, please note that since you were able to mail in your returns prepared in our program, and our fee covers not simply e-filing, it also covers preparation, we are unable to refund the entire fee. Your refund was processed today (XXX) and you should see a credit in the next few days.   
  
  We also thank you for contacting our service team on April 21st via email and we appreciate the opportunity to promptly serve you and assist you with suggestions to get your return accepted by the **** We thank you for your patience and the opportunity to serve you. 
  
  Sincerely, 
  
  ezTaxReturn.com

  Customer response

  05/24/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I should receive a full refund as I was the on doing all the work to prepare my taxes and it is their fault I had to send my taxes in late by mailing them in. I should not have had to go through all of this if their software had worked properly.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

*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. ↩