Complaints

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They advertised free tax extension filing. They collected my sensitive tax info including SSN and then asked for payment. Im furious.

  

  Business response

  04/25/2024

  We do help to facilitate the filing of tax extensions at no charge if you select the free option,which requires you to print and mail the extension to the ***.  This is 100% free!  If you choose to e-file, our service has a fee in order to cover the costs associated with protecting user data and to maintain our connection with the *** as specified on our site.  
  
  Our customer support team responded to ******* via email on April 8th to communicate that his account was cancelled, per his request, and that we have removed all of his account information as per our privacy policy and *** data retention requirements.

  
  Additionally, we 100% never sell or share any personal data.  We only gather what is necessary to communicate with the *** and to reach out to our customers, should we need to in regard to their account. Please let us know if there's anything else we can provide to further address your concerns.   Thank you. 
  

  
  

• Initial Complaint

  09/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I set up services for a tax return file extension on 4/18/2023. The costs was $29.95. I agree with the payment and it was processed. It has come to my attention that this business was taking out monthly installments of $7.95 since 4/20/2023 and there was no services used, rendered or agreed upon. I contacted the company by email and sent them a letter to cease all funding activities and cancel the account. I further stated in the email that there was never any offer for subscription, I never agreed to any subscriptions, and there was nothing in the confirmation email stating a subscription at all. They are refusing to refund the money they fraudulently withdrew from my account. They have not provided any proof of such agreement at all.

  

  Business response

  09/26/2023

  Please allow me to elaborate, as we take these matters very seriously.  The customer opted into an *** Shield membership while electronically submitting a tax extension to the *** using our platform. There is no accidental way to sign up, as you must navigate through a few screens to confirm you want this service. Furthermore, we send an email reminder of the subscription before we begin any charges.  The customer can also cancel the subscription at any time.  We have since worked closely with ***** to provide both the proof of the subscription and the refund. ***** was ultimately appreciative of the resolution.   We are proud of the exceptional level of support that our customer service team provides our customers, and we are committed to maintaining trust with our valued customers.  Our number one goal is complete customer satisfaction.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07/13 and 07/14 (ACH cleared 07/15/2023) I was charged 3 times of $9.95 each for a reoccurring *********** ******* that should only cost $9.95 per month. Perhaps I'm wrong, but I don't remember specifically requesting nor consenting to join the *********** ******* at all! It appears it was "sneaked in" and an "add on" possibly in "the fine print". I submitted two online contact requests this morning as well as one phone contact request today asking fo a callback to correct this obvious error. This company does not have direct CSR availability and has not responded. Please expedite this matter to be corrected. Very disappointed in this company at this point and believe this *********** ******* is nothing more than a reoccurring charge scam. This company is NOT recommended.

  

  Business response

  08/29/2023

  Please allow me to address these concerns. When you filed your tax extension with e.file-tax.net, you also opted in to a FileSmart membership. There is no accidental way to sign up as you must navigate through multiple screens to confirm that you want this service.  We also send a welcome email and two follow up emails with the opportunity to cancel if you wish.  One was sent the week you signed up for the membership and then again 7 days before we charged your account. You also could have logged into your account to cancel at any time and managed your membership.  Our customer service team prides itself on responding to customer requests in a timely manner and email responses were provided on the same day that you reached out to us.  We communicated that there had been a backend error with our merchant bank that was out of our control and would absolutely be issuing the proper refunds. We take these matters very seriously, as our primary goal is to maintain trust and satisfaction with our valued customers.  We are committed to delivering an exceptional level of service. It was great to receive your recent email thanking us for a satisfactory resolution and that you appreciated our attention to this matter.     

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Yesterday March 18th 2023 I was conned into paying 34 dollars from efile.tax.net I called my local tax office and they told me I had no reason to need to pay for an extension. I had looked up irs extension and efile.tax.net was the first one I saw. I found out not only did I not need to pay for an extension but this company was not going to help me even if I did need to pay. I was able to get the insurance info I needed so I dont even need an extension anymore as the tax office messed up but I got it fixed. I need a full refund as I feel completely conned.

  

  Business response

  04/28/2023

  Please allow us to address the customers complaint that she was conned into paying for our services.  At e.file-tax.net, we provide our customers with two methods to submit an extension to the **** The first option is 100% free, which requires you to print and mail the extension to the ****  The second option is to e-file.  In order to e-file, our service has a fee to cover the costs associated with protecting user data and to maintain our connection with the *** as specified on our site.  We feel that these options are presented clearly on our platform.  However, we apologize if there was any confusion pertaining to this issue.  As a courtesy, we have extended a full refund to this customer, per her request.   We value our customers and wish to ensure that every experience is a good one.       
  
  

  Customer response

  05/01/2023

   
  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. However there was no free way that they showed me. I will just take the refund when it comes to me but I dont think Ive received it yet. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 07.16.22 I received an email from e.file-tax.net, stating that my membership would expire within days and I needed to update my payment method. Back to beginning: After filing my 2021 taxes with the official efile, in April, I filed my Extension with e.file-tax.net. on 04.16.22. I was charged $19.95 for a one time Personal Extension. (Receipt attchd). I did NOT sign up for their Filesmart program. On 05.16.22 I received an email saying my credit card had been charged $9.95, by this company, for Filesmart. I did not accept membership for Filesmart, as my Initial receipt, on 04.16 shows. I immediately reported it as Fraud to my credit card company. They refunded my money, closed my card, and issued a new one. I did not receive any more from e.file in June. Then, in middle of night on 07.16, I saw an email from them saying that my acct was expiring soon and I needed to change my payment method. I had forgotten about this. I put in my new card info, but I did NOT authorize payment. Was waiting until payday.Next morn theyd charged my card and again, next day. Bank charged me two $30 fees for each charge. My acct was neg. I contacted efile, e.file, and my bank. I now realized that efile and e.file are different companies. In my correspondence with ****, at e.file, I've repeatedly explained that I never accepted Filesmart program and that I want my money refunded. I cancelled my bank card, my e.file account and still going back & forth in emails. I'm reporting, because in their last reply email, they ignored my request for my money to be refunded. **** sent a pic of someone else's Filesmart email, showing me what $9.95 was for. I had never opened the filesmart that was emailed to me, until today,because I had never signed up for it or accepted it. **** acknowledged that I cancelled, and ignored my request for refunds. **** just said I don't have 2 accounts. Now e.file has charged me two times, on 07.16 and 07.17. I have all screenshots.

  

  Business response

  07/29/2022

  It is not clear what is meant by the "official efile".  There are many IRS authorized e file providers of which we are one.  
  
  As stated in her complaint, customer filed her extension with our service and paid the efile fee. 
  
  When checking out, she opted in for a 30 day trial of our FileSmart Membership which includes a variety of services including but not limited to access to our tax preparation software. 
  
  This is the button that she clicked when she joined FileSmart.
  
  We have confirmed in our logs that on the day of sign up (4/16/22 at 11:24 edt), she was sent an email notifying her about her free trial.  Further we also confirm that 7 days prior to the first charge, and the day of the charge, she was sent additional emails notifying her about the end of her trial.  On the day of the first charge, she was sent an invoice.
  
  As stated in her complaint, when the card used for her FileSmart membership failed, she was again sent an email notifying her.  As she states, she clicked the link in the email to login and then added a new credit card.  The express purpose of this was to re-activate her membership, but it is clear from her correspondence that she did not understand that.
  
  We have communicated with her several times, and refunded all FileSmart charges as requested.
  
  Unfortunately, we are not able to refund the bank fees that she incurred after she voluntarily added a new credit card as she is requesting. 
  
  We do apologize for any confusion, and hope that the following offer will make it right in her eyes...
  
  We will give her access to our DIY tax preparation software (valued at $99+) in addition to a credit for a free tax extension for the 2021 tax year.  The monetary value offered more than covers the bank fees she's requesting and we are standing by ready to fulfill this request should she find it amenable.  

• Initial Complaint

  03/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I filed an extension for my taxes a year ago May 14 2021 with this company, the company kept my credit card information against my knowledge or consent. On March 30 2022 my credit card was charged two times for 27.96 a piece totaling 55.92. I haven't used there service at all except May 14 2021. I Did Not Consent for any service at all for any yearly monthly or daily recurrence, also I Did Not Consent for this company keeping my credit card information. I want a refund for 55.92 mailed to me . I also want Anyone not to use e.file tax.net Ever! I have left 2 messages on their phone voicemail which no one returned my phone call . I have closed my credit card which I have used for Reputable companies which has caused me a great inconvenience.

  

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/31) */ When the customer signed up last year they opted into an annual subscription. They were messaged 3 times prior to subscription renewal to let them know about the upcoming renewal and give them an opportunity to cancel. We had received no communication from the customer on this matter, and have submitted the refund as requested. Consumer Response /* (3000, 7, 2022/03/31) */ Thank you to the BBB.org for getting through to e.file-tax.net I didn't receive any emails from this company that I can find .nor did I sign up for a recurring charge that I remember. I did however call 2 times with the phone number listed on your platform. Again thanks for That info ! I never received a call back from e-file tax. Their phone number isn't posted Anywhere in their contract us info. I submitted a request for them to contact through email which I never received any response as well . It's good to hear they have contacted me though the BBB platform. And they have submitted a refund Business Response /* (4000, 15, 2022/04/04) */ It looks like last year customer and another member of customer's household signed up for two separate accounts and both opted in to the auto extend feature which is only possible with customer consent. Additionally, they were both notified 3 times prior to renewal. The second account has also been refunded. It's important to note that customer's experience is clearly not reflective of the majority of our customers as evidenced by our 5 star reviews****************************** Consumer Response /* (4200, 17, 2022/04/05) */ I was Still Not Refunded for the second charge on my credit card that this company claims they issued a refund for. This is false! This is the third attempt to receive my refund. Please take Note BBB. More Information from Consumer(4/6/22): Finally, thank you, E-tax file for the refund.

*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. ↩