Complaints

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 20, 2024, I purchased H&R Block tax software from The PC Connect Store website. The transaction involved receiving an activation code/key via email and text message.According to H&R Block, the software activation code is supposed to allow e-filing for up to 5 federal tax returns. However, when I attempted to e-file my federal tax return for the first time, the process failed due to the activation code reaching its limit. It became evident that the software activation code provided by the seller had been sold to multiple buyers, resulting in an unacceptable situation where I was unable to use the product as intended.Despite my repeated attempts to contact the seller via text message, phone calls, and email, I have received no response whatsoever. This lack of communication exacerbated the issue, especially given the time-sensitive nature of tax filing deadlines. As a result, I was forced to purchase H&R Block tax software from another reputable seller to ensure compliance with tax deadlines. I can provide transaction records as proof of this additional purchase.Moreover, the ordeal caused significant inconvenience, wasted numerous hours of effort, and incurred unnecessary expenses. I am deeply disappointed and frustrated by what appears to be a deliberate attempt by the seller to engage in fraudulent practices by selling the same software activation code to multiple buyers. Furthermore, I received a **** signature tracking mail on April 22, one week after the tax filing deadline, with an Amazon fulfillment center listed as the sender's address. However, the envelope was empty except for a piece of paper listing the item ordered. This suspicious attempt by the seller to fabricate evidence of product delivery underscores their deceptive practices.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I located this business via ****** to purchase the new tax software for $40. The business failed to send the activation code. The business sold a used copy of the HR Block software instead of a new software package. They have failed to respond to any email I have sent to the business.

  Business response

  09/30/2024

  Hello, ******* ********

   

  I have looked into your case for 2023 H & R Block Business. The order was sent via email ************************************************************************************************************* on March 5 2024.  SEE SCREEN SHOT BELOW

   

  Due to the fact that the complaint is 6 months old all we can do is issue a store credit of $40.00 sorry a refund is out of the time spectrum.

  Let us know when you would like to use the store credit and we'll send you the code.

   

  Thanks Support Team 

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/10/24 I placed order for HR Block ****************** 2023 Tax software. I intended to use the software to prepare several tax returns for family members. I received a download link and activation code. I downloaded and used the software to prepare the first federal return, and tried to efile on 3/16. I received a message that this activation code had reached its limit for federal free efile. I contacted PC Connect Store and advised of the issue. I received an email with an automated support ticket response on 3/17. On 3/19, I received a different activation code and submitted that federal return via efile. In the next few days, I completed another federal return for a different family member and submitted it via efile with that code (the second return efiled with the code.) On 3/29 I tried to submit a 3rd federal return via efile with that code, and received a message that this activation code had reached its limit for federal free efile. I emailed and texted the PC Connect Store to advise of this issue, and have not received any response. I advised the store that the software can no longer be found on their website. All offerings for this software found online state that there are 5 free federal efiles included. So it appears that the activation codes they supply are being used by other users, possibly they are selling these individually? And their website now returns a "order not found" message when I try to access my original order.

• Initial Complaint

  03/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is a very simple dispute. Through the merchants web site, I purchased H&R Block tax software from seller in January 2024. The full $40 was charged to my Mastercard. The seller emailed me a link to download the software directly from H&R Block but never provided me with a license / authorization code to activate the product. I gave them numerous opportunities to provide the proper license but they never did. Thus, I received nothing of value since the product could not be opened or used.Before filing this dispute, I immediately contacted the seller for the product license code but they were totally unresponsive to my emails, phone messages, and web site messages. After more than 3 weeks of trying to resolve the issue, I was forced to buy the same tax software from another vendor. At time of my original order, seller stated on their web page they would email me the authentication (product) code to activate the software within 24 hours of payment. This never happened. I have to conclude this business is a scam and had no intention of selling legal software to consumers. I would like a full refund to reimburse me for the sellers failure to deliver a usable product as advertised.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction: 7/7/2023 Advertising Information: I found this store advertising the software online on Google.com and MSN.com Amount Paid to PC Connect Store: $130.99 PC Connect Store Order Number: #***** Service Purchased: I purchased the downloadable software for 2022 TurboTax Business software. This includes a download link and activation key that was promised to be delivered within 24hrs of purchase.Nature of Dispute: I never received the activation key for the software from the vendor. I requested for a refund after 24hrs since it was not provided but they did not respond to my request.I requested for support through PayPal as intermediary and the vendor sent a DVD/CD which has none of the information I needed to activate the software. Further, I didn't purchase a CD/DVD and my laptop doesn't use that technology. The business also falsely claimed through PayPal that I did use their software to file my business taxes, but I have proof from TurboTax that I did not use their software/activation key to file my business taxes. I have since purchased a separate software and activation key directly from TurboTax in September.At this point, I am looking for any help to get a refund, since they never provided me with the activation key in the time that I needed it. According to the purchase agreement which I can share with anyone. Please see the attached emails showing my attempts to resolve this with the business until they stopped responding.Thank-you!***************************

  Business response

  10/22/2023

  Buyer already received a refund from Paypal on 8-9-23 for the amount of $130.99. See the attachment.

  Customer response

  10/28/2023

   I am rejecting this response because:
  I spoke to both PayPal and they said that the vendor PCConnectStore said on their website that all sales are non-refundable and that I had supposedly used the software.

  However, PCConnectStore did not deliver on the software I purchased and instead sent a dummy CD that I did not request and does not work with my laptop.

  Further, they told PayPal that I had used their software to file my business returns which is incorrect. There is no proof to that claim.

  I have proof of purchase directly from TurboTax that I bought the software directly from them when I never received the software from PCConnectStore. see attachment.

  PayPal advised me to reach out to the Vendor directly, but the vendor did not responded to any of my emails.

  I have attached a proof from my PayPal account that the money was not refunded nor did I receive any credit from the vendor.

  If the vendor wants to resolve this amicably, I am happy to discuss over the phone as well, but as of today I have not received a refund or credit for the software that was never delivered to me.

  
  

  Business response

  11/07/2023

  Buyer agreed to Refund -Store Policy that is on ad and buyers order details and the Store Policy page while completing checkout on 7-6-23. Buyer wouldn't be able to checkout w/o clicking on the agreement to complete transaction. Policy states Product is Non Refundable-Only qualifies for Exchanges/Store Credit. Acknowledgement agreement is clearly located on the buyers order invoice. ***** was well aware of policy prior to completing the transaction and still obtained a refund by filing a PayPal Claim and PayPal finding the buyer in favor regardless of the store policy and proof provided on 8-9-23. Buyer is not due a refund because they were already given one by PayPal as the attachment clearly shows. So no refund is due. Merchandise /services were delivered to the buyer and not refused for 2022 ************************ Buyer did not receive a dummy Cd and was sent ************** shipped **** ********************** delivered on 7-28-23. We have a direct relationship with Intuit TurboTax and they verified with a letter that the buyer has successfully used software to file their year ending 2022 Business taxes with their IP address and email that was provided with the order. Buyer has benefited by using and keeping software stored on their computer. All the proof to support our rebuttal was submitted in the PayPal claim that was initiated on 7-8-2023.

  Customer response

  11/11/2023

   I am rejecting this response because:
  

  I have contacted PayPal and my Bank and both have confirmed that no refund was processed. There was an initial chargeback when i disputed the charge with PayPal, but it was reversed because the seller did not respond within the timeframe provided by PayPal.

  I also contacted TurboTax and they have confirmed that the Seller The PC Connect Store is not an authorized reseller of any of their products. 

  They further stated that the screenshot provided by the seller is a chat between users of a community blog and not an employee of TurboTax. Furthermore, TurboTax does not share information with 3rd parties.

  The CD/Media the Seller sent was also evaluated by TurboTax and is confirmed as a non-sellable product and non-functional and fraudulent. 

  The PC Connect Store should do the honorable thing and refund my money.

  Business response

  09/30/2024

  Buyer **** ********* received a refund from ****** on 8-9-23 for the amount of $130.99. 
   
  Case was closed Thanks Support Team 
   

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/12/2023 I ordered a Turbo Tax Disc and paid for it. After placing the order I realized it was the wrong item. I went to call them but they do not take calls. Only texts. I texted them but did not get a response. I looked them up with the BBB and found a phone # for there billing department. The billing department told me they do not take phone calls I would have to keep texting. I sent another text but did not receive a response. I called the billing department again and left a voicemail message. At 10:20pm Friday night 9/22 I received a text response asking what I wanted. I responded. They then tried to tell me that I had downloaded the Turbo Tax online and received the activation code. This is untrue. I have been using Turbo Tax for 20 years. I never do the download online because I have 2 desktops and a laptop and I need it on all 3. We bantered back and forth getting no where so I said I would contact the BBB. They immediately said they would give me the refund and emailed me an authorization code (attached). The instructions with the code said I needed a shipping label which I did not receive. I texted them and they said I would receive it by email within 24 hours. This was on Friday night 9/22. I have emailed them and texted them and they do not respond. I would like the refund that they promised me by text (they also emailed me a return authorization attached). Please help

  Business response

  09/27/2023

  Hello ********************* The refund will be issued once the merchandise is returned. The label was scanned and emailed to *******************

  Here is the return label again in the attachment. 

  Please check your email / junk mail.

  Thanks Customer Support 

  Customer response

  09/28/2023

   I am rejecting this response because: the company did not respond to me until BBB contacted me. Because of there actions I would like to keep the case open until I actually get the refund. I have had way to much difficulty getting them to respond and they do not take phone calls. Also  they have said they would send me the label and did not and would not return my texts or emails. They told me they would send me the shipping label within 24 hours but did not do so until BBB contacted them. I want to make sure they actually issue the refund. before the case is closed.  Thank you
  
  
  

  Business response

  09/28/2023

  Ok no problem

  Thanks Customer Support

  Customer response

  10/03/2023

   I am rejecting this response because: I do not know what OK no problem means. I am waiting for my refund
  
  
  

  Business response

  10/05/2023

  There has been no return tracking information with the shipping label that was provided to the buyer. The buyer opened a return and a prepaid label was provided to them to use with their return along with a RMA form. It is required that the buyer send the return merchandise with the label provided. This is to prevent  the return from being sent to the incorrect address or not delivered at all. We will not be responsible for merchandise that is misaddressed, lost or damaged in transit. If the return is not sent back within 30 days as per the policy the return will be closed and the prepaid label will be voided.

  Customer response

  10/05/2023

   I am rejecting this response because: We sent it to the address they instructed ** to with the authorization number they provided. It was sent to ********************, ********, **, 92345-6033 and received by them on October 2, 2023, 9:51 am and signed for by D VANBAVEL. See attached receipt from USPS.
  
  
  

  Business response

  10/05/2023

  Please allow **** business days for your refund to appear on your original payment  method.

  Thanks Customer Support Team 

  Customer response

  10/06/2023

   I am rejecting this response because: Due to their history I do not want to close this file until I receive the refund.
  
  
  

  Customer response

  10/11/2023

   I am rejecting this response because: The business received the return item 9 days ago at ********************, ********, **, 92345-6033 and received by them on October 2, 2023, 9:51 am and signed for by D VANBAVEL. I have not yet received a refund.
  
  
  

  Business response

  10/16/2023

  The buyer opened a return and a prepaid label was provided to them to use with their return along with a RMA form. It  was required that the buyer send the return merchandise with the label provided. This is to prevent  the return from being sent to the incorrect address or not delivered at all. We will not be responsible for merchandise that is misaddressed, misdelivered lost or damaged in transit. Upon looking at the attachment the buyer sent, the buyer did not use the label provided and the signature that it shows that signed for it is nobody who is employed by our business. This is why we you are supposed to use the label that was provided to prevent this issue. Now we have to locate who this person is and where it was actual delivered to by the *****

  Customer response

  10/17/2023

   I am rejecting this response because: ************ is obnoxious and obviously does not care about there customers. After much fighting and contacting the BBB they finally agreed to the return and again after much delay instructed us to send the merchandise back to the address it was sent to. The attached copy of the mailing label was attached to the **** mailing. The company does not accept phone calls only texts and they responded to me with "HA HA" in reply to my September 25th text of which I have retained a copy of and attached one. The company has a contract with ******** Store at the address on the label that it was shipped to at their instruction. I confirmed with them at 5:30pm EDT today 10/17/2023 that they did receive and sign for the package in accordance with their contract with the company. ********** has a first name of **** and I confirmed this with her and her manager. I have previously provided the written proof that it was delivered and signed for from **** as it was sent certified mail. Please help. ************ clearly by not taking phone calls and everything else clearly does not value its customers and to state they do not know the person that signed for the package from the company they have contracted with to accept and sign for packages with is one more example of how absurd they treat their customers. I have attached a copy of their "HA HA" response to me.
  
  

  Business response

  10/18/2023

  The customer is not telling the truth in regards to their attachment. The attachment that was sent was an email that they sent to themselves from another email with the date of 10-17-23. They sent an email from their personal email  ******************* to NKA NKA FINANCIAL LLC which is the name of their business.  They filled in the subject of HA HA not our business. As you can see in the attachment. The body part of the email is the screen shot of only part of the text correspondences and there has been no outside communication since the claim has been filed. All responses have been through the BBB. 

  *********************
  NKA Financial LLC
  901 ***************
  ********* ** 32159

  Business response

  10/19/2023

  As requested a refund has been processed and it should reflect on the original form of payment depending on your financial intuitions processing times. We ask that this complaint be closed as a refund has been issued and there is no further action by any other means that either party needs to complete.

   

  See attachment.

  Customer response

  10/19/2023

   I am rejecting this response because: *********** continues to lie. The fallowing is a copy of there latest response wherein the accuse me of "not telling the truth"

  "The customer is not telling the truth in regards to their attachment. The attachment that was sent was an email that they sent to themselves from another email with the date of 10-17-23. They sent an email from their personal email  ******************* to NKA NKA FINANCIAL LLC which is the name of their business.  They filled in the subject of HA HA not our business. As you can see in the attachment. The body part of the email is the screen shot of only part of the text correspondences and there has been no outside communication since the claim has been filed. All responses have been through the BBB."

  True that I stopped communicating with them after contacting the BBB. The upload I did was a screenshot of them saying "HA HA" by text for which I have retained the original for further proof in case needed. Thank goodness for the BBB. *********** does not take phone calls and lies. They say they have issued a refund but I just got off the phone (7:47pm edt) with my bank (FNBO) and they have no record of receiving the refund request. I absolotly will not drop this complaint without actually receiving the refund and an apology from the company for their actions (or lack thereof) and for accusing me of not telling the truth. I have retained all of my official postal records, emails and texts in case we need to go to court. Forensics will prove how obnoxious they are. Not to mention that they will not even take a phone call!!! I want my money and an apology or I am taking this to the next step thru ***, *****, ******* and ******* if needed.
  *********************
  
  

  
  

• Initial Complaint

  07/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a purchase of the TurboTax software on 4/16/2022 and this company The Pc Connect Store sent me a download link and serial number. After dozens of attempts inputting the serial number I would receive "Error 603 This Activation code has been used". I have tried numerous times to contact support to try to get a working activation code.....through email, *******************@email.com & *****************@mail.com (these email gets no reply) Telephone ***** *** **** (this number is fake) and text *** ******** (this number is also fake). I have no way to get a product refund and there appears to be nobody to deal with customer issues. I would like my $95.99 returned.

  Business response

  07/22/2022

  Complaint is invalid and inaccurate.The Consumer is trying to manipulate the situation that Visa already ruled on and is well aware that this matter has already been resolved with their credit card company. ***** ******** the consumer, filed two chargeback disputes of merchandise not received with their credit card company. Visa, found the case in favor of The Pc Connect Store due to the credit card holder, ***** ******** falsifing the chargebacks. Sufficient documentation (SEE CREDIT CARD DISPUTE ATTACHMENTS) was provided to the credit card company by our business that the merchandise was received twice and signed by the consumer ***** ******** at the time of delivery. At this time ***** ******** is currently in possession of both sets of delivered merchandise. In addition to the delivered merchandise, a letter from the manufacture was provided to the Consumers credit card company that the consumer used the and received merchandise without any issues  to file their year ending 2021 Business taxes. We stand by our decision and the decision of the credit card company. Good faith effort was made in responding to this complaint and this matter has be resolved long before this complaint was filed.There is no need for ***** ******** to continue to contest the complaint as no product refund will be issued and the matter has beenclosed directly from Visa,the card credit card company.

  Customer response

  07/22/2022

   I am rejecting this response because:
  
  PC Connect is claiming they sent me the product and all is resolved. This statement is only half true.
  Despite PC connect sending me a link to downloadable software, they DID NOT send me a working activation code. This is where they are scamming both myself and others from the VISA claims center, showing delivery of product, but the actual product IS THE ACTIVATION CODE and that is what this is about. 

  I made multiple attempts to contact their "support"  email, text and phone numbers. I have records for all these attempts to request this code but the telephone numbers are fake and I've had zero response from email despite my many attempts to make contact. 

  
  

  Please try these numbers for yourself to confirm they ALL do not work. They are ALL fake numbers that do not connect to the business.

  They are directly from their website. The "text" number was retrieved from the "Billing" hotline. 

  https://www.thepcconnectstorellc.com

  
  

  email: *******************@email.com 

  Phone: *** *** ****  ***** *** *** ****

  Billing: *** ********  (this is a voice mail service that does not function)

  
  

  This could have been very easily resolved had PC connect replied to my request for a valid activation code. 

  They seem to reply only to VISA and BBB and give their story which is only PARTIALLY true. I did receive the link to a downloadable product, HOWEVER I did NOT receive a working activation code for said product (which is essentially what customers are paying for) , and despite my attempts to request a working code they failed to deliver. 

  VISA has NOT closed the dispute. This is a lie. They are still trying to resolve this with the email and phone records I have provided. My email, texts and phone records are proof this company failed to deliver and failed to communicate with the customer to resolve the issue. Now they are skirting around the issue by lying to BBB and Visa about this case.

  
  

  Doing a simple search online about PC will show that dozens of other customers experienced very similar situations with this fraudulent company. 

  
  

  Please see these sites for similar complaints about this business:

  https://www.sitejabber.com/reviews/thepcconnectstorellc.com

  https://www.resellerratings.com/store/PC_Connection

  
  

  
  

  VISA claim number

  Dispute Number: ********
  Date Posted:  4/13/2022
  Merchant Name: THEPCSOFTWARECONNECTIONS

*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. ↩