Cannelton Liquor Store Inc

Initial Business Response /* (1000, 8, 2015/06/23) */
We have worked with Mr [redacted] diligently on this matter. We have spent countless hours on the phone with the IRS on his behalf, both with him in the office and on our own.
To our knowledge, there was no issue with his Social Security Number...

being incorrect on any of the forms. There was an identity issue that we did have to insist Mr. [redacted] contact the IRS about. The Identity issues where possible theft is concerned must be handled directly by the taxpayer. This is something we could not resolve on his behalf.
As for the State return issue; when Mr. [redacted] filed his taxes with us he agreed to all the terms and fees associated with filing and using a Return Transfer (Bank Product) to cover his fees.
We are very upfront with our clients on what their fees are and the terms of using our Refund Transfer (RT), using a bank to withhold the fees, so they do not have to pay upfront for our services. When this service is chosen, all aspects are disclosed to the client. Including but not limited to, the fees (both ours and the banks)and the way in which the fees are with held. The refunds (both Federal and State) are sent to our bank, JTH Financial. The fees are withheld and the remainder is then sent to their bank or we are notified to print a check for the balance. If the State is received first it will be held for the fees and the remainder taken from the federal as in Mr. [redacted]'s case.
I, myself, have talked to Mr. [redacted] on several occassions and did let him know that this is what happened at the time that it occured.
Because his unique situation was extended over a longer period of time, perhaps he does not recall this information.
Another preparer in our office and myself have worked very hard and diligently on Mr. [redacted]'s behalf. Unfortunately, we have no control over how matters are handled by the IRS, nor can we say with any certainty how long the IRS will prolong certain refunds and situations.
We do empathize with Mr. [redacted] in his situation , though we did do ALL we could to try to help it all along.
When Mr. [redacted] came into the office to retrieve his check he thanked me for all our efforts. He also stated that he understood it was not our fault or doing that prolonged this process. I went over everything with him at that time once again and he stated he was grateful. I had no indication at all that he felt there was a problem on our end.
I have called and placed a voicemail for Mr. [redacted] requesting a callback to discuss what we could do to resolve this issue to his satisfaction. We are prepared to offer a Gift Certificate for a free return next year at this point. I am still awaiting a call back from Mr. [redacted].
I have put off responding to this issue in the hopes that I could say we had complete resolution. That has not been the case as I have not heard back from him yet. However, I did not want to wait any longer before posting my response to you.
Once I hear back from Mr. [redacted] I hope that we can have a solution that works for both parties.