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Complaint Details
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Initial Complaint
05/24/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
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
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.comInitial Complaint
04/24/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
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.comCustomer 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,
***************************
Initial Complaint
03/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I filed my taxes last year with them, expecting a return, or customer service at the least. I know it is free, but it is a black hole funnel, that is circular to reach forcing you to understand they do not care. It is almost a year later and I can not get any information on my return and will have to consult a tax attorney on how to act accordingly from here. My return was filed but I can get no information from them, and the *** is crowded right now, but I went twice and they make it hard to get info as well. So how am I to know who is more significantly at fault. there is no check and balance system in place with this company. if things go well for you then great, but if one thing goes wrong ...then you can kiss your return good-bye. DON'T DO IT!!!!Business response
04/26/2023
Dear ***,We are truly sorry to hear that you have not received your income year 2021 refund from the ****Issue #1: issuing your refundSince the issue you are facing involves you not receiving your refund from the **** please note that all tax refunds are processed and made directly by the **** DIY tax service providers do not handle or issue *** payments. A taxpayer must, therefore, contact the *** to resolve the issue by dialing **************.Issue #2: Our Service Responseplease accept our sincere apologies if our customer service has not met your needs.We identified three inquiries from you to date and our records indicated that each of those inquiries were resolved as we received the following message from your email - Thank you greatly!For your kind reference:Your first inquiry was sent on May 10th, 2022 to disable two-factor authentication from your account and the process was completed on May 11th.Your second inquiry was on May 11th, when you asked how to change your banking information for direct deposit for your 2021 accepted return. We provided the *** number for you to contact. Please note that changes are not allowed to be made in our program after a return has been accepted by the ****The third inquiry was sent on April 13, 2023 regarding access to your emailed 2021 tax return that required your account password. Since you were unable to access your 2021 tax return, we emailed your 2021 tax returns as a courtesy to you on April 15th, 2023.We do, however, apologize if you sent another inquiry regarding your 2021 refund, however we did not receive an additional inquiry.Please note that once a return has been accepted by the *** ( which is true in your case), you are then unable to make any further changes or updates via our program. 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 from the ***In addition, If you have not updated the *** with your correct banking information, we ask that when you contact the *** regarding your refund, you ask to see if the *** can make the necessary changes to your banking information before the *** completes the review of your 2021 filingIf 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 about the processes that are not within our scope of handling, only the ****Sincerely,EzTaxReturn.comInitial Complaint
03/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I USED THEM TO FILE BOTH STATE AND LOCAL TAXES,RECEIVED THE ACCEPTANCE NOTIFICATION,THE DEPOSITS ARE TO BE IN MY ACCOUNTPER THE *** AND STATE,BUT MY **** HAS NOT RECEIVED THEMAND IT HAS BEEN 10 DAYS SINCE THEYWERE TO BE DEPOSITED. ALL I WANT IS TO SPEAK TO A HUMAN TO FIGURE THIS OUT, I HAVE TALKED TO THE **** AND *** SEVERAL TIMES BUT ALL I GET FROM THEESE PEOPLE IS A RECORDING AND NOT ONE PERSON IS WORKING THER TODAY!! JUST A CALL AND GET ME SOME ANSWERS!!Business response
03/14/2023
Dear ****,
We apologize that we were not available to take your call on Friday, March 3rd 2023.
As per our conversation, since the *** or State does not update ** after a return is accepted nor do we have an account that accepts deposits, please continue to work with the *** and your bank to locate your refund deposits.
It is recommended to verify the bank account information listed on your returns to ensure all direct deposit information is correct.
If there is an error with the banking information, please see if the *** and or State can make any necessary changes. Since your returns have been accepted by the *** and State, unfortunately, you are unable to make changes in our program.
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,
EzTaxReturn.comInitial Complaint
01/31/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I filed my Federal return with them no problem, I went to File my State tax return for ************* and I keep getting they done have the forms available. I need to file my state ASAP. and they cant give me a definate date when I will be able to file. This is delaying me from getting my state refund money that I am in bad need of this next month. I need to know when I can file my state? I noticed other tax services the state can be filed rite away. Something seems wrong here.Business response
02/01/2023
Dear ********,We sincerely apologize that you are currently unable to prepare and e-file your MA return in our program.We hope you will give us an opportunity here to offer an explanation from our end on this situation for your kind consideration.First of all, we are unable to offer the preparation of any state return until we can obtain approval to do so from the State in question. The way this part of the process works is that the State has to first release their program to us and only then we can initiate integration and finally the respective approvals.Unfortunately, MA only released their final set of instructions in mid January, which is considered considerably late in the season this year.For your information, we are currently and vehemently working with the ********************** to seek approval of MA tax forms that can be e-filed using our program.We anticipate that we can open our program to MA returns within the next week. Also, once our program opens for MA, we will gladly email you.If you have any questions, please contact us at ******************************** and we are happy to assist you.Sincerely,***************Customer response
02/02/2023
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 and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went to log in to my account and it doesn't matter what browser I'm using mobile Or laptop but everyone I try to log in it takes me to a screen that asks what email to get a Verification code to sent to I click on one and as soon as the next page loads it immediate says it timed out and sends me back to the beginning. I tried to contact support but Of course due to covid 3 frkn years ago you still have no phone support, and the Only way to email them is by signing in which I can't even do!!!! So would you like to explain to me how I'm suppose to get my info??? This is ridiculousBusiness response
01/10/2023
Dear ******
We sincerely apologize that you were unable to access your account recently due to a session timeout.
We hope you will give us an opportunity here to offer an explanation from our end on this situation for your kind consideration.A session timeout like you described is a frustrating experience and we apologize for the inconvenience this caused you. The most likely cause for the error is having 2 sessions of our program open at the same time. As a standard measure for self-preparation tax programs, only one session can be open at a time to ensure 100% accuracy of your tax return information. We recommend only opening the ezTaxReturn site on 1 tab on 1 browser on 1 device at any time.
We are sorry that you were unable to reach us to ask for assistance. If you contact us at ************************************* we are always happy to assist you. Our program also provides access to **************** without a login by selecting Contact Us in the Contact & Support link from our homepage, and then selecting Our qualified team will respond within one business day, which takes you to the ezLogin page. At the bottom of that page, you can click on Dont have an account or cant login? Click here!.
Sincerely,
ezTaxReturn.comInitial Complaint
11/14/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
As it turns out filing with EZ Tax Return is not easy as mentioned in its name. I found them through the *** website, made an account, and began filing. Every time I completed a page the app would time out. Being an Executive Assistant I can assure you that I was moving at a reasonable pace. Also after timing out I have been unable to get back to complete my taxes. Unsettling to say the least since my information is just sitting out there. I have tried unsuccessfully to get through to customer service for help removing my profile. I can't imagine being an older individual who needs time to input answers continually getting booted out and then having to go back through 2-factor authentification again, and again! Please do not use them until they put additional effort into their system and support for customers!!Business response
11/30/2022
Dear ******,
We sincerely apologize that you were unable to successfully prepare and e-file your return with us this year.
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 logged into our program twice on November 11th, once at 1:30 pm EST and again a minute later at 1:31 due to a session timeout. The session timeout was caused because our program showed that you had 2 sessions of our program open at the same time. As a standard measure for self-preparation tax programs, only one session can be open at a time to ensure 100% accuracy of your tax return information. We apologize for the inconvenience this caused you.
We are sorry that you were unable to reach us to ask to delete your account. Unfortunately, we did not receive a request at customer.service@********************. If you follow the instructions below, your tax return with us will be removed and will no longer be accessible to you or us.
Please be aware that due to IRS guidelines, we are not allowed to remove filer data, only the filer can. For complete self-service to remove the tax return under your username, please go to: **********************************
If you have any questions regarding the deletion of your account, please contact us at customer.service@******************** and we are happy to assist you.
Sincerely,
ezTaxReturn.comInitial Complaint
10/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I spent money on a "free program" after going through the entire process and discovering that they charged for ******** returns. Despite submiting it correctly multiple times it was rejected and they refused to refund my money. The deadline to file has expired now and I haven't gotten my refund in the 8 months since beginning the process. **************** was not helpful. I don't want penalties for this since I could not afford an accountant or tax preparation service. Even after sending in tax extensions I never received confirmation that an extension was provided, however, it should not matter as I did everything an ordinary person would do under these circumstances.Business response
11/05/2022
Dear ******,
Please accept our sincere apologies for all the inconvenience you experienced in getting your return accepted by the **** We hope you will give us an opportunity here to offer an explanation from our end for your kind consideration.
Our records indicate that you tried 5 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 *** 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 (***) figure from your 2020 return did not match the *** records.
Unfortunately, the *** records on tax filer *** are not always updated on time in their database. The delay in updating their records, followed by mismatch when filers enter their *** 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 refund the amount you paid us for your state tax return. Please note that the federal return was already free of charge to you. Your refund was processed on Thursday (11/3) and you should see a credit in the next few days. Please and kindly also note that our website refers to the fact that our state returns are not free (********************************).
When you contacted our support team for the first time, on September 14, we suggested some methods you could utilize to address the *** mismatch issue. We hope by applying some of those suggestions you will be able to resubmit and overcome the problem you experienced. As a next step, we do recommend that you log into our program and retry submission with $0 as the prior-year ***. Please also note that this year, the *** has extended the federal filing deadline for Free File customers and you have until November 17th to retry filing your federal return. Please be aware that if you have not yet mailed in your ******** return, it is recommended you do so to one of the following addresses:
With no payment: Comptroller of ********, ******************************** ****************************************************************** return address for a Form 502 or Form 505 filed with payment by check or money order is: Comptroller of ********, Payment Processing, ******************************************************** *****************************************
We hope you are able to resubmit your e-filing successfully and if we can be of further assistance, please contact us at ************ or *************************************
Sincerely,
**********************Customer response
11/06/2022
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
06/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
April 16, 2022 until current date ezTaxReturn has continuously rejected my information submitted to file my Taxes, per IRS information submitted. Now at this date it as if I have not filed. Several contact with no call back.Business response
06/28/2022
Dear ********************,
We regret any inconvenience or misunderstanding. ezTaxReturn has not been rejecting your information. IRS rejected your return six times because the prior-year adjusted gross income you entered in the e-file signature section does not match IRS records. Our customer service team responded to your inquiries four times in an attempt to help you correct the error. Since we dont have a copy of your prior year return or a record of any of your stimulus payments, we cant tell you what to enter. Nonetheless we will have a customer service manager contact you with information on how you can obtain the information and resubmit your return.
The ezTaxReturn.com Team
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Customer Complaints Summary
30 total complaints in the last 3 years.
11 complaints closed in the last 12 months.
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