TaxHawk, Inc.

Complaint: ***
I am rejecting this response because: I have already contacted the IRS, and was advised to file a complaint with my local police department and the FTC as well as your organization until this case is resolved. Thank you for your response.
Sincerely,
Carl S***

We had a manager call the customer and were able to resolve his concerns and explain the companies commitment to security and data We also refunded him his state tax fee because of the confusion surrounding his questions

We have contacted the customer and resolved the issue

We have had our customer support department reach out to this customer and as an act of good faith have refunded the amount paid

To Whom It May Concern,We offer our customers the ability to self prepare their tax return and submit electronically to the IRSWe do all we can to ensure that the questions and help items listed are helpful.The text and help for the line item in question were taken directly from the IRS tax
instructions. We continually try to improve our software and in 2017, we added a clarification to the IRS instructions to better assist our customersCustomers are always welcome to contact our Customer Support should they have any questions regarding how their situation should be handled when filling out the software.We are always concerned when one of our customers is frustratedWe do everything we can to help mediate the situationWe believe we have done that in this situation as well

Complaint: ***
I am rejecting this response because the business is neither directly addressing my complaint, nor is it taking responsibility for a product that is dysfunctional and strongly contributed to the problems I have experienced
Sincerely,
*** ***

We have contacted the customer and refunded them as they did not complete the filing process and use our service

To Whom It May Concern,We have been in contact with the customer times between Feb 2, and Mar 4, to help them understand the letter they received from the Ohio Department of Taxation and the steps necessary to make things right.We offer our customers the ability to self prepare their
tax return and submit electronicaly to the IRS.While we guarentee our calculations, we cannot be responsible for amounts that are entered into the software incorrectly.Our software attempts to notify customers when they have entered items which look incorrect, but given the varied nature of each individuals tax circumstatnces, it is impossible to anticipate every situation.In this instance the customer was asked to enter a Distibution Credit amount and not the Distribution amount.We do stand by our calculations, and had the credit been the amount entered the calculation would have been correct.We do all that we can to clarify and explain each input and make improvements as often as necessary, but in the end it is up to the customer to ensure that the numbers they have entered are correct.Our Audit Assistance does provide help in the event of an IRS Federal audit and even though the letter they received was from the Ohio Department of Taxation we have provided the customer with suggestions and help to amend their state return.We are always concerned when one of our customers is frustratedWe do everything we can to help mediate the situationWe believe we have done that in this situation as well

We
have looked into MrS***'s account on our website Express1040.com
and can see that he has been a loyal customer since Every year he
has been able to successfully e-file his tax returns using our software
This year when he attempted to e-file his returns, the IRS rejected
them
stating that they already had a return filed with his social
security numberThis rejection message indicates that someone had used
MrS***'s social security number before he had even attempted to
fileThat fraudulent return was not filed through usUnfortunately
many commercial businesses and certain areas of the Federal Government have had
their secure information compromised in the recent past so there are
many ways that his social security number may have been accessed by a
fraudulent filerOur security checks are all in place and significantly
higher than the industry standardWhile we are sorry for the
inconvenience we are aware that this has caused, the security breach was
not as a result of using our softwareWe gave MrS*** the advice
we give to any customer who finds themselves in a similar situation
which is to physically mail his returns with an explanation of the
situationWe would also encourage him to contact the IRS immediately to
report the fraud

We are sorry that you had an unsatisfactory experience using our software Unfortunately the IRS system does not allow amendments to be e-Filed and they require them to be mailed On the main screen of our site when selecting to file an amended tax return return we try to be an
up front as possible and state the following: IMPORTANT: When you're finished making the changes for your amended return, you'll need to follow the instructions and send your amended return to the IRS An amended return can only be mailed; it can't be e-filed Are you REALLY sure you want to amend your tax return? The fee that was charged was for the ease in preparing the amended tax return using the information you supplied for your original return

We have reviewed the account associated with the provided email addressThe customer selected to mail their federal return and two state returnsBased on this, they should have printed out a copy of their returns and mailed them in around 3/26/ Our ability to track a return ends when a
customer decides to mail in their returnFrom that point on the taxpayer needs to work with the IRS and appropriate states to make sure they receive their return through the mailIf they haven't mailed their return they can sign back into their account and print out another copy to mail or they can e-file their returnsWe would be happy to assist anyway we canFor the quickest service it is best for them to sign into their account and use our support serviceThey can also email questions to ***@freetaxusa.com.Sincerely,Customer Support

Thank you for reaching out to us and we sincerely apologize for the frustration We try to make the e-filing process as convenient and accurate as possible and are always looking for ways to improve For security reasons, we at FreeTaxUSA do not have access to personal information,
including your W-2s and the EINs on those W-2s Therefore, there isn't a way for us to check if the number you have entered is correct We have processes in place where you should have notified of the rejection via email as well as when logging back into your account to check the status of your return. Again, we sincerely apologize for the frustration and will take your feedback and look for ways to improve our software. The IRS has several options for waiving the assessed penalties and interest If you can show reasonable cause for not paying the tax due on time or if you haven't been required to pay penalties and interest within the last three tax years, the IRS has ways of accepting your payment without the additional fees For more information, you can consult with the IRS web site at: https://www.irs.gov/businesses/small-businesses-self-employed/penalties-at-a-gla...⇄ FreeTaxUSA Customer Support

We have reached out to the customer and offered a possible solution to his concern.

We have had our customer support department contact the customer and work with them to resolve the issue.

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]

Complaint: [redacted]
I am rejecting this response because:Freetaxusa software prevented the calculations from being accurate which produced the error. The error wasn't caught by them, before it was submitted to the IRS. 
Sincerely,
[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,
[redacted]

To whom it may concern,We have been in contact with the customer since the time of the complaint and believe we have resolved the issue to her satisfaction.

The Customer's return has not been finalized and therefore the process of printing, etc is waiting for that to happen.  Our support department has been in contact with the customer and is working with them to resolve the issue.

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]