Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/03/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
My tax return was rejected by the *** on the 28th of January, 2025 which I understand happens. The message on the web site states that they would let me know what to do so the issue would be resolved. Four days later and nothing, nada. I emailed them 3 times of which one of the emails was answered and they wrote my inquiry was forwarded to their "development" team and I have not heard a word since. I subsequently emailed them asking for immediate resolution or to delete my information so I may file with another provider and have heard nothing but crickets since. Rejected returns have a specific reason why and EZ Tax Return has absolutely no sense of urgency to let me know what I have to do to have my return corrected and submitted successfully. Additionally, I am rather suspicious that they would forward this issue to a development team since this would seemingly be a tax issue, not a coding issue?Customer response
02/03/2025
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.The company actually had a coding error and they provided a work -around.
Sincerely,
******** ********
Initial Complaint
12/27/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
My spouse lied about income we file together for insurance purposes only we don't live together but tell ya this is the last year for this nonsense Yes everyone I have talk to including the *** has told me in order to do a 1040x for 2023 you have to use the service you filed with the software. These people are emailing me telling me they cant. *** said wrong so I paid for their services in January 2023 and I need to file this 1040x for 2023 **** no one can help me ******* ****** even said go threw them please help me to get this straighten out because I want a refund if they don't let me get on there and do my 1040x for 2023Business response
12/27/2024
Dear ********,
We are truly sorry that your expectations were not met. We hope you will give us an opportunity here to offer an explanation and solutions for your kind consideration.
Amending a return in our program:
Amending to file a 1040x as well as preparing a 1040 are available in our program each year until the *** closes in November. Since the *** closed for e-filing this year on November 30th, our program closed on this date for all 2023 returns including a 1040 and 1040x.
Unfortunately, since our program is now available for preparation of 2024 returns only, we recommend preparing your own 2023 1040x that can be downloaded directly from the ***.
To prepare your own 2023 Form 1040-X on paper, please download the blank form and its instructions at:
Form 1040-X and instructions: *******************************************************************************************************************************************************************;
Billing on your account:
The price to file an amended return in our program is $19.99. This fee is in addition to our fee for preparation of a federal return of $29.99. Since our records do not show an additional purchase to amend a return in 2024, a refund would not be available.
As a valued customer, we have issued you a 20% off coupon for your DIY filing in 2025 provided via email
If you have any further questions regarding the billing on your account, please feel free to contact us at ********************************
and we will be happy to assist you.
Sincerely,
ezTaxReturn.comInitial Complaint
12/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I used EzTaxReturn.com for my taxes last year. I forgot to download a copy of my tax return. The *** charges $50 for a copy. I went to log-in to EzTaxReturn but their website was down. The landing **** said they would have the website fixed in ***** hours. That post was from November 12th. Today is December 2nd, much more than 72 hours later. I tried calling EzTaxReturn, but the only numbers I could find (because all of their website is down) actually went to the ***. I found an alleged number that seemingly went to EZtaxreturn but only a voicemail that requested my name and last 4 of SSN was available. I left a voicemail on 12/2. I also checked their social media accounts, including ******** and ********. They do not have posts since November 12th. I am concerned that EzTaxReturn has shut down its operations and I cannot access my tax return anymore (notwithstanding the *****Customer response
12/03/2024
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. I request that the Bureau remove my complaint if it has been posted publicly. If it has not, I request that the Bureau not post it publicly.
Sincerely,
***** ****
Initial Complaint
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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.comInitial Complaint
03/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
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
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.comCustomer 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
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.comInitial Complaint
02/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
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.comCustomer 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.comCustomer 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
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.comInitial Complaint
11/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
30 total complaints in the last 3 years.
11 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.