Taxback, Inc.

Dear Ms S[redacted] Thank you for your feedback. We apologize for the inconvenience caused and indeed we were trying to help all foreign US taxpayers sort out their taxes. As a result we will refund you the processing fee you paid.We would like also to advise you that your MD state tax...

return is available for you to download and also the [redacted] had extended the filing deadline so you can still submit it timely and pay the balance due.If you have already done all this, please, email us at: e[redacted] with a copy of the return you submitted and advising us on the amount of tax you paid and we will review it and let you know if further amendment was needed. If you have overpaid any tax, we will help you file amended application and receiving a refund. Kind Regards,Mr. Encho Y[redacted]US Tax Manager

Dear [redacted]We are sorry to hear that you felt our [redacted] representatives as being rude. We are reviewing the chat session and will have this further escalated to the representative. We believe that the representative wanted to advise that as per the procedures and because of the...

confirmations you had indicated throughout the completion of the data in [redacted] since you had confirmed that the return might not be ready straight away, the representative was not able to organize a refund for you.We do realize that sometimes we need to not follow the strict rules but look into each situation separately because each customer is an individual and we try to avoid putting individuals in certain boundaries. We will organize your refund despite the confirmations you agreed with throughout the process because we understand that you were in a big hurry to get the tax issues resolved in the last minute and you might not have read those carefully. As a sign of good will we also ensured that your VA [redacted] tax return is available for you to download in case you have not yet sorted this already. The good news is that you are entitled to a refund so missing the deadline will not affect you in any way.Please, note that the refund of the fee might take around 5 business days.In order to avoid such situations, we would recommend that if you need to file a tax return next year as well, you use [redacted] for both - [redacted] and [redacted] publications and also try organizing this sooner, even in early March in order to avoid the last minute rush. Doing this will not only reduce your stress levels but also your tax returns will be processed faster by the relevant tax authorities compared to the tax returns filed around the deadlines.Kind regards,[redacted] EA

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,
Minchul P[redacted]

Dear [redacted]We apologize for the miscommunication which had lead to escalating this case.Since the MO state tax authorities follow the federal rules for tax treaties, we had to confirm if a tax treaty benefit was used when preparing your federal tax return and unfortunately we did not have that...

information at that time. Also, as you are married, we had to list your spouse's names and SSN on your state tax return following the regulations of the state tax authorities. As we mentioned, this information was not available to us and we agree that not properly communicated to you so you can provide it. As a result we will organize your refund. Please, note that it might take around 5 business days until the refund is finalized.Please, provide us also with the email for your spouse so we can locate the account with us. We believe your spouse had similar situation but we cannot confirm that unless we check the account.We apologize for the caused inconvenience and the feedback we received from you will be used in further improving the services we provide.Kind regards,[redacted]US Tax Manager

Initial Business Response /* (1000, 5, 2015/04/20) */
Contact Name and Title: [redacted] VP Taxback
Contact Email: [redacted]@sprintax.com
To whom it may concern:

Thank you for passing the below for our attention.

We have since been in touch with [redacted] and had a detailed...

discussion about his experience and his feedback. It was acknowledged that the experience he had was less than ideal and not what we strive to deliver to the thousands of customers that we assist every year during filing season. The feedback he has given, and the experience he had, is being used to assist our team as part of our ongoing customer experience review program.

In relation to the two specific resolutions he desired, the first, his refund ,was processed on 14th , before we had been made aware of this mail to the Revdex.com.

Regarding the apology, he was given a personal apology over the phone for any misunderstanding in relation to the conversation that he had with our Live Chat team. Having reviewed the direct transcript of the typed conversation between both parties, it was acknowledged that there was never ever any threat by Sprintax in relation to his IRS refund, as his IRS refund is something that is handled completely by the IRS and is nothing to do with Sprintax.

[redacted] further indicated that should he be using Sprintax again next year he would much prefer to talk to an individual directly regarding any questions, and to this end I have forwarded him my person e-mail and telephone number to contact me should the need arise.

Kind regards,

[redacted]

VP Sprintax

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title: Mr. [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@taxback.com
We carefully reviewed the federal tax refund application for [redacted]. 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 $574.00 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 $514.00 (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 proceed. It had been a few months (June 01, 2015) until such a confirmation was received. During that time, as we had been advised by external auditors, we had to make certain changes in the way the tax declarations are prepared. As a result of this change, there was further reduction of the refund to $79.00.
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 application. If 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 514 USD not 79 USD that is why it is misleading on The company and I paid because I agreed yo 514. 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. [redacted]
Contact Phone: +XXX X XXX XXXX
Contact Email: [redacted]@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 taxpayers. As a result of this, there was a reduction in client calculation to $79.00.
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 law. The 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[redacted].dpuf
We would like to confirm that taxback never guaranteed the amount in initial calculation and never actually filed client tax return application. Final 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.

Initial Business Response /* (1000, 5, 2015/03/31) */
Contact Name and Title: [redacted]
Contact Email: [redacted]@sprintax.com
Dear [redacted],
I am very sorry to hear that you are unhappy with the service you received from Sprintax. Unfortunately there seems it have been a break down in...

communication on our side which caused the delay in your receiving your State tax return. I have arranged for my team to offer you the full refund of the payment you have made and someone will be in touch with you by phone today. Again I apologize for this situation. This is an isolated case and is not the procedure we follow. We have a great customer service team and endeavor to reach out and contact out customers int the eventually of any delays or further information needed. We have thousands of happy customers every year. However unfortunately this did not happen in your case. If you have any further questions please contact me on [redacted]@sprintax.com
Kind Regards
[redacted]
President
Sprintax

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