Complaints

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my taxes to Saveway Tax Services last year and this year , for me and my daughter. My daughter is staying with her boyfriend for a time but her home address has not changed. And Saveway has this information from last year and paperwork submitted to them this year. One of the attendants wanted her boyfriends address and I said it was not her mailing address. She seemed put off. But did the return. I was called when it was ready . My daughter signed this year’s return but did not notice they had put a wrong address on it. They put **** ****** Ave instead of **** ****** Ave. Subsequently CRA has written that they have a different address and an important code to access her CRA account is being sent there. I called Saveway who told me I agreed to that address when they called me. (Why would I agree to a wrong address? and no called actually called me except to tell me the returns were ready).They said they could do nothing. I decided to leave a note at **** ****** Ave to ask them if they get my daughters mail to please let us know. To my surprise **** ****** Ave is a fake address - it doesn’t exist. If there was a concern about the address my daughter was at vs her mailing address, I should have been told they can’t do the return - not charge me for the return - put a fake address - blame the mistake on me and say there is nothing they can do. I have uploaded photos of the last two years tax information given to them,where clearly the home address for both me and my daughter is **** ****** Ave. My daughter’s important mail is going to be misplaced and a refund she very much needs may go missing - causing delays and footwork. Especially as there is a strike looming. I feel I should be reimbursed and/or they directly contact CRA themselves in their capacity as a tax service, for the costly error they have made.

  

  Business response

  11/04/2023

  Whenever an individual makes use of our drop off service, we request that a drop off questionnaire be filled in and submitted along with the documentation pertinent to the particular tax year. As important information can change in any given year for an individual (address, phone number, legal/marital status, email address, dependents on file, etc.), the drop off questionnaire is a very important tool in our process. The drop off questionnaire that was completed for your daughter’s submission clearly outlines the address **** ****** Avenue (a copy of the completed drop off questionnaire is included for reference).
  
  We did not create a fake address. We prepared the tax return with the information that was submitted to us, starting with the data from the drop off questionnaire outlining **** ****** Avenue. It is not uncommon to see different addresses on documentation in a year when an individual relocates. We have no reason to question the authenticity of an address when it is supplied directly to us by the taxpayer who is approaching us for assistance in preparing and submitting a tax return. We do not undertake research to ascertain if an address is real when it is documented to us by the individual.
  
  We empathize with the inconvenience. Tax return preparers are only permitted to update address information on personal tax returns when transmitting the file to Canada Revenue Agency. Your daughter will have to contact Canada Revenue Agency to update the address information.

  Customer response

  13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  I was told on the phone that someone called me to confirm the address change and no one did. And I was told that I approved it. I was only called to say the return was completed.

  What I was told was about agreeing to the address change over the phone was not factual. Given this is the second year I have filed taxes under **** ****** avenue -  I think that address was in the system and no one called to double check . 
  

  if I wasn’t paying them for the service I would agree - but I am/ have and they failed in a very simple task that is causing much delay - especially since there is a strike looming. Very poor service. My daughter very much needs this refund. 
  
  Sincerely,
  
  ****** ******

  

  Business response

  15/04/2023

  We did have a brief conversation with you to ask about your daughter's tips she would have received at her work. It was not indicated in the documents dropped off with us. As such, we needed to confirm that amount with you or her as tips and gratuities are declarable income. In the same telephone conversation, we understood that we should use the address documented for us on the questionnaire that you populated when you dropped off the documents for us to prepare the tax return. We have again included a copy of the questionnaire for reference. We indicated at the tail end of that same conversation that we had the necessary data to complete the tax return and that the tax return would be ready for pickup. We acknowledge that we only had one telephone conversation with you during the preparation/completion of your daughter’s 2022 income tax and benefit return. We approach every file with the due diligence that it deserves. As a number of important elements can change from one year to another, and as outlined in our initial response, the drop off questionnaire is a very important tool in our process to ensure that we have current information for the individual. **** ****** Avenue was clearly documented to us on the drop off questionnaire. Clients frequently move. We ask for current addresses on the drop off questionnaire every year.

  We do not make up addresses. It is not uncommon to see different addresses on documentation in a year when an individual relocates. We have also seen a number of instances over the years when an individual or family relocate to a different number on the same street. There was nothing implausible about the information that was documented for us and supplied to us on the drop off questionnaire. We can only assume by all this that you thought you had documented the correct mailing address for us on the drop off questionnaire.

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