Taxback, Inc.

Initial Business Response /* (1000, 5, 2015/05/25) */
Contact Name and Title: *** Client Se
Contact Phone: +XXX (X) XXX XXXX
Contact Email: ***@taxback.com
Dear ***,
Thank you for your submission on Revdex.com,
I am sorry to hear that you felt the team were unresponsive
in finalising your claim
As you will know, the additional amount was indicated on the NoA received from the Canadian tax office as the submission of the original liability was so close to deadline the tax office imposed small interest / penalties on same
We acknowledge there was a small delay on our end in submitting the payment to the tax officeTypically when an amount is paid to the tax office there is a time to allocate the payment against the client file
You will note there was regular correspondence with the tax office, each time a query is submitted the suggested follow up time is within weeks at which stage another contact is made with themWe have provided the tax office with bank statements to support them in finding the payment however as of Thursday (May) they could not allocate the amountWe spoke with the tax office and have sent another version of the proof of payment to them (I can forward you same upon request) and we have also paid the amount again on Thursday and provided another statement in a bid to finalise this case
We have confirmed with the tax office that after the transaction on Thursday that there is no additional charges on your return, we have presented them with the information that this additional $has been paid and also provided additional proof of payment on Friday for their records
I can only apologise for the delay in finalising this case however can assure you we were providing the information as per previous experience with the tax office timelines and as much back up as required
I can assure you it at any point we thought your future entry into Canada was ever an issue we would have informed you, having the proof of payment showed payment was in fact made as requested, the allocation of same however was the issue
I fully understand tax is an important topic to our clients and we take our responsibility very seriously, I will be in touch with you as soon as we have your final confirmation from the tax office that all is in order and I assure you as of today we are confident this matter has been resolved by the tax office
Should you require any additional information or wish to contact me directly please do so
Kind Regards,
*** ***
Client Services Delivery Manger
Initial Consumer Rebuttal /* (2000, 7, 2015/06/05) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Wei M***

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title: Mr*** ***
Contact Phone: XXXXXXXXXX
Contact Email: ***@taxback.com
We carefully reviewed the federal tax refund application for *** ***Upon preparing the estimation (Mar 10, 2015) we had
included certain work related expenses and considering her income and taxes withheld at source it was estimated that her refund would be $Once we started completing her tax information and preparing it for sending to the IRS, it was discovered that part of the work related expenses cannot be used and as a result we had to calculate her tax refund to $(Mar 11, 2015)
Since there was a change in the refund amount, we had to get back to the taxpayer and request her approval to proceedIt had been a few months (June 01, 2015) until such a confirmation was receivedDuring that time, as we had been advised by external auditors, we had to make certain changes in the way the tax declarations are preparedAs a result of this change, there was further reduction of the refund to $
All the above information was communicated to her during the process and we are surprised to hear that she finds it misleading in a way, especially after she agreed to pay the upfront fee and proceed further with her tax applicationIf she is dissatisfied with the outcome due to the circumstances beyond our control, we are ready to refund her fee
We confirm that this is a fully compliant tax return based on the taxpayer's residency information, tax home and allowable expenses
Initial Consumer Rebuttal /* (3000, 7, 2015/10/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I agreed to USD not USD that is why it is misleading on The company and I paid because I agreed yo I do not think is fair that new changes Apply to a previously agreement, when this NEW changes started?
Final Business Response /* (4000, 11, 2015/10/27) */
Contact Name and Title: Mr*** ***
Contact Phone: +XXX X XXX XXXX
Contact Email: ***@taxback.com
We have reviewed client response and we would like to confirm our initial position
As advised by external auditors, IRS disallows work related expenses to be used in tax declaration by Non-resident taxpayersAs a result of this, there was a reduction in client calculation to $
In line with our client service policy we always confirm such changes in preliminary calculations with clients asking them for a confirmation to proceed further
It is also written in our Terms and conditions that : Where there is a change in the applicable tax law in the country from which the tax refund is being reclaimed, or in the interpretation or implementation of the rules and laws by the tax authorities of that country, taxback.com will meet its commitment to organise the refund to the degree allowed by the lawThe decision of the exact value of any refund due or amount owed is the decision of the relevant Tax Authority- See more at:
https://www.taxback.com/en/terms-and-conditions/#s***.dpuf
We would like to confirm that taxback never guaranteed the amount in initial calculation and never actually filed client tax return applicationFinal decision is always with IRS and in this case we cannot guarantee the quoted amount
In all our letters we advise that - 'Please note that your total refund amount will be subject to the approval of the US Tax Authorities'
Finally, in this particular case we only communicated to client changes in calculation and our treatment of the details she has provided and asked for an approval to proceed with tax return application
The decision is with client whether she would like taxback to submit tax return application or if she disagrees with our treatment of her tax return application we can only return processing fee in full baring all transactional expenses and close client application
We can also call client when available to explain the situation further in person and agree return of processing fee

Dear Rajat S*** Thank you for your feedbackWe reviewed your case again and I would like to apologize for the delay in processingSince you did not receive your California *** tax return timely as you were promised, we will organize the refund of the feeWe are sorry that we could
not help you timely and if you need any assistance in the future, we are ready to help you.Kind Regards,MrEncho Y***US Tax Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
Brendan A***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI will await the refund of the fee to my credit card
Sincerely,
Emma S***

Dear Brendan A***Thank you for your feedbackWe are sorry for the delay you had to face, especially around the quite stressful for everyone period around tax filing deadline.We would like to confirm that your state tax return was prepared and is available for you to download.Please,
do not hesitate to contact me back if you have any questions at e***Kind Regards,MrEncho Y***US Tax Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Xiaoxiao Y**

Dear Yao, Thank you for your feedback. We are sorry for the inconvenience caused. Our aim is to provide absolutely accurate tax returns to the non-resident aliens for tax purposes as we understand how complicated the US tax system might seem to them. When we were processing your tax...

return, we identified information that needed to be double checked by you so that we are 100% sure that your return was accurate. In the meantime we noticed that the incoming volumes are increasing and wanted to include a message so that we do not disappoint any of the users, however despite this clause, we had committed that any applications submitted prior to that date like yours would be processed before the deadline.We understand that this might have caused you quite a lot of stress and we will refund you the fee paid shortly.We are constantly improving our system and the feedback you provided is really useful for us. Kind Regards,Mr. Encho Y[redacted]US Tax manager

Dear Sirs or Madam,We have carefully reviewed client issue as discussed with Revdex.com. We acknowledge the receipt of client information on 08/03/16 however our software was not able to prepare client application due to additional information requested concerning client "foreign income".Our agents...

contacted client back and we did receive client information on 14/03/16. Following the new information received we had to review application with one of our tax experts.We confirm that due to these circumstances we did not prepare client return within the promised 3 days processing time.This situation was communicated with client following the first e-mail from Revdex.com was received, we have prepared and reviewed client application and as we do understand client disappointment we have agreed to refund $25.95 to customer account on 24/03/2016. We do hope this will consider the matter closed and we remain concentrated on providing a fast and quality client service to our clients. [redacted]Operations Manager

Dear Daniel O[redacted] Thank you for your feedback. We are sorry you are not satisfied with the service provided. As you had experienced, tax filing deadline is quite stressful for the taxpayers and the same refers to the tax preparers. We apologize for the delay with providing your...

state tax returns, however we had to make sure that the return we are providing you with is 100% accurate. As you know, upon review of the initial information submitted by you earlier in April, it was discovered that certain income that you had advised was received was missing on your federal tax return and this took additional time for the necessary corrections to be applied and then reviewed again. We understand that it is not your fault the long time it took us to review your situation again and that is why we will organize a refund of the fee you paid. Still, your CA state tax return was recently prepared and you can access it online. Kind Regards,Mr. Encho Y[redacted]US Tax Manager

Dear Minchul P[redacted] Thank you for the feedback. We are sorry you had experienced such delays in receiving your state tax return. Unfortunately we had a technical issue which caused a delay in reviewing your case. Upon review, it was found out that in order to ensure we provide you with a...

100% accurate state tax return, we need to confirm certain information related to the difference in your federal and state taxable wages. You did provide the requested information timely, however due to high volumes in April we experienced certain delay. We will organize a refund for the fee you paid.Also, since you had to prepare your state tax return by yourself, we would like to offer you a review of that return and in the unlikely situation where the return you submitted is different than the one we believe is correct, we will provide you with a free amended state tax return. If you would like to avail of this, please, send me the state tax return you submitted at: e[redacted]Kind Regards,Mr Encho Y[redacted]US Tax Manager

Dear Ms [redacted]The reason why S[redacted] did not allow you to generate federal tax return was because you had accessed S[redacted] from the option where state tax returns only are prepared, This option is provided to partners that had already provided another option for the preparation of the...

federal tax return. In order for us to prepare the state tax return, we needed to confirm certain detail - if you indeed could be claimed as a dependent on someone else's tax return as it was indicated in the information submitted in [redacted]. Unfortunately, this important information was not confirmed and as that is why we asked for a copy of the federal tax return where this information is available. The state tax return should be prepared using the same filing status as the federal one and the use of the personal exemption is an important part of the process.We apologize for the miscommunication in this case as we do agree that the information could had been communicated better so that the importance of this information was presented better and the information was indeed obtained timely so that we could had prepared your state tax return. As a result we will organize the refund of the fee. Please, note that the it might take around 5 business days for the refund to be received. Kind regards,[redacted] 
EAUS Tax Manager

Dear Mr. K[redacted] Thank you for the feedback. As you may know, the last two weeks of the US tax filing deadline are the busiest time. With Sprintax we are trying to help everyone, especially cases that are outside of the regular ones as we understand that the US tax regulations might be a bit...

scary for non-resident aliens and it our aim to make this process much easier. Unfortunately, sometimes the process is a bit longer for them because we need to confirm all details. In regards with your state tax return in particular, we noticed that there was some difference in the information entered on our system and the one reported on the federal tax return and we had to take some time to review this and then manually prepare the return so that we are sure it is absolutely correct and you can then rest assured that your taxes are sorted. We apologies for the delay in providing you with your state tax return. I was advised that your state tax return was prepared. If you have any questions on it or you have not received, please, contact me at: e[redacted]taxback.comKind Regards,Mr. Encho Y[redacted]US Tax Manager

Dear Wen P[redacted] Thank you for your message! I regret to inform you that we were unable to locate you among our customers with the details you provided:Names: Wen P**email: [redacted].comWe will contact you via phone after 8 AM in order to discuss your situation and help you further....

The good news is that the [redacted] extended the taxes filing deadline with a day so this can also be done today.In the meantime, you can contact us back at[redacted]taxback.com with more details (the email you used as Sprintax log in) so we can review the information we have.Kind Regards,Mr. Encho Y[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Rajat S[redacted]

Revdex.com:My spouse's email is: [redacted] Please refund him too.I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Meng, Thank you for your feedback. We are sorry for the bad experience we had. We are reviewing the chat sessions you had with our representatives further but wanted to apologize that you felt they were rude. We understand that the filing deadline is quite stressful for everyone -...

taxpayers and tax service providers. We would like to advise that the deadline for filing the DC tax return was Apr 17, 2018, however still we agree that due to high volumes there was a delay in processing your DC tax return and we will organize a refund of the fee as soon as possible. Also, we would like to advise you that we are at your service in case the return you submitted is different from what we provided. If there is any difference, please send us a copy of the return you filed and we will have a DC tax specialist review it and advise what, if any, further steps should be taken. You can send this to: e[redacted]Kind Regards,Mr. Encho Y[redacted]US Tax Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]