Taxnet Financial, Inc.

Customer service response time and wait time is ridiculous.
Had many questions that were not fully answered by customer service once I finally got through.

Initial Business Response /* (1000, 10, 2015/02/14) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@taxnetfinancial.com
Dear Ms [redacted],
To protect the privacy of your account we will not discuss the reason(s) why you were denied for a RAL.
We will...

offer general information and ask for you to refer to your adverse letter notification for additional details on RAL denial.
We provide the services requested by consumers. A consumer NEVER has to apply for a RAL in order to e-file a tax return. The IRS offers free e-file for consumers that qualify and can have your actual refund deposited to your account generally within 21 days.
If a consumer elects a RAL a one time finance charge of $57 does apply if approved. If denied the finance charge does not apply and your tax return is processed by the IRS accordingly.
As noted in your signed agreement you authorized us to (1) file your tax return and (2) apply for a RAL. As noted in your signed agreement the tax return and RAL are completed in conjunction and your tax return is filed regardless of the RAL decision.
A list of the most common reasons for RAL denials is listed within the RAL Agreement. Consumers should review and consider all options prior to a RAL especially if one or more reasons for denial exists. As disclosed in your signed agreement once a consumer e-signs/e-files a bona fide tax return we are unable to cancel the filing regardless of the RAL decision.
Desired Resolution:
We regret that you were not approved for your RAL ;however, we did perform the services YOU requested and tax preparation fees were fully disclosed. The finance fee was not charged to your account since you did not receive the loan proceeds. A tax refund is direct deposited to your account generally within 21 days; an adverse RAL decision doesn't delay the processing of your actual tax refund.
We hope that you will consider our offer to remain as a returning client next year. If there is anything that we can do to further to assist you please let us know.

I am ashamed to say that I recieved a letter from the [redacted] stating that I under reported my earnings for the year of 2014. I submitted all of my final pay stubs to Tax Net Financial and was a fool to think that every thing was legitimate when they approved my RAL agreement and sent me the documents to sign. At the time I was so revealed to know that I would be getting the money that my family so desperately needed. Unfortunately they only reported one of my pay stubs and now that I am trying to contact them to talk to them about it I am not getting any where. I have called and was told to give there supervisor 30 minutes and then they would call me back, and I have sent emails as listed on there site and those have gone unanswered as well. I was told that the [redacted] wouldn't process my tax return and they made me wait until I recieved my W-2 and sent them in, after getting a hold of a tax advocate to find all of this out, then they reprocessed my tax return and somehow I am still owing the [redacted] money. I really wish I could get a hold of the tax prepare who filled my taxes for me so that I can figure out what is going on.

I have been with Taxnet since they opened. They have been great to me.
In kind regards,
Lori [redacted]

Dear Consumer,
A federal and state tax return has been filed on your behalf. Your federal tax refund has been processed by the IRS.  We do not guarantee the timing of federal or state tax returns. Most tax returns according to the IRS are processed within 21 days.  Each...

state has a processing time window; however, state delays due to additional review may add time to the normal processing window. We have resources on our website so that you can check the status of your state tax refund. You can also call our customer service department to obtain your state taxing authorities refund line phone number. If your state is requesting additional information or has sent you a letter we can assist you further. If your state is not requesting additional information and your return is "processing" unfortunately there is not any action we can take to quicken that process. All tax preparation services companies compile and file a tax return but none can guarantee the timing the state will process. Unfortunately this is not under our control. We will continue to work with you and check the status of your state tax return and if there is a request for additional information from the state we will assist you free of charge.

Initial Business Response /* (1000, 5, 2014/12/31) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]
Dear Mr [redacted],
An email was generated and sent to the email address we have on file on December 19, 2014 at 4:35 p.m. CST.
Please...

check your inbox and spam folder. If you are still unable to locate the email please contact us to verify your email address. We are available Monday-Friday from 9 a.m. to 5 p.m. CST (excluding holidays).
We appreciate your business. Happy Holidays.
Initial Consumer Rebuttal /* (3000, 7, 2014/12/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am no where near satisfied. Tax net financial has ignored me, my questions have been left unanswered, and my daughter has yet to have a Christmas, when the moneybwasbsupposed to be received on the 19th of December. Nothing. So I called and was told December 29th, it is now New years eve. It looks bad on me as a parent. My fiance is pregnant, the stress is ridiculous.
Final Business Response /* (4000, 9, 2015/01/05) */
Dear Mr [redacted],
A confirmation email was sent to your email address on file [redacted] on Monday December 22nd 2014. We have resent that confirmation email notification for your review. Please also check your spam folder.
Loan updates are generated from a different server and depending on your email security settings these emails may be sent your spam folder. Our IT department is aware of this issue and we are brainstorming for potential solutions for next year's program.
We understand that consumer's can become frustrated if status alerts are not received in a timely manner. Please let us know if you continue to have difficulty locating the email. We can also have a manager contact you to review your account.
We apologize for any inconvenience this may have caused you during that time.

Complaint: [redacted]
I am rejecting this response because: my taxes have already be completed and sent out to me I just prefer my refund back in the amount of $412 for that lack of information they failed to collect and notified of after multiple calls regarding my refund where I was inform not to contact the [redacted]. if I had not I wouldn't have know about missing information which I had to submit which I was told my tax net financial knew about. please provide me my refund of $412 for the issue at hand was not and will not be corrected by Tax Net Financial
.
Sincerely,
[redacted]

I appreciate this service

The application process was simple and quick. I am most impressed with the customer service reps who responded in mins through email over the weekend and all hours of the night. I am Berri satisfied with my outcome.

If this money goes into my account I will be very happy with this place. [redacted] denied me a tax advance loan because of credit score even though it's my tax return

Initial Business Response /* (1000, 5, 2014/12/31) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]
To clarify the amount indicated for your federal and state tax return preparation fees is less than $357 (please review your agreement)...

also you do not pay the $57 finance charge if you were not approved for a loan. There are never any upfront fees and loan decisions are NEVER based on a credit score.
A phone number and our mailing address was provided to you in the letter. Please contact us if you have specific questions related to your "[redacted] application or tax return. We are unable to provide you additional information for your own privacy online in this forum. We will contact you to further discuss your loan application if you accept our response as a desired resolution. Please email us at [redacted] the best date and time to call.
We apologize to consumers in advance for the long wait times during busy season. The average wait time is currently 20 minutes. Hold times vary during the day but are peaked in the early morning. We suggest you call between 2 p.m. and 4 p.m. Tuesday-Friday for the shortest hold times..

My experience with taxnet was good

They were wonderful. I ended up getting my funds sooner than expected. They go above and beyond for me. Instead of making me wait on my funds they made arrangements for me that I wasn't expecting. I was definitely impressed. I'll be choosing them every year for my tax preparation service from here on out.

I'm very pleased with the process. Everything was done in a timely manner. Documentation was easy to upload. I would recommend them. Only thing I didn't like is that the filing fee comes out of the RAL, instead of the actual refund. Cuts the RAL down a lot.

I have been using them for the last 3 years and I haven't had any issues. My money always comes on time and the loan option is great. Only thing I don't like is the 300 dollar fee to do my taxes that comes out of my loan. Previous years I've did my own taxes and only paid about 30 dollars but I guess when you need a loan can't complain much. Other than that great service!

came on time easy to do

Complaint: [redacted]
I am rejecting this response because:you stated We provide tax preparation services and complete applications for RALs. A RAL is a loan and not your actual refund.  I applied for the RAL not the tax return. I only signed the RAL application. I did not want my taxes filed as your prepared did them incorrectly on top of doing it without my approval. I think this company is misleading customers on purpose. Why was there no other communication, no confirmation my return was filed, or accepted by the [redacted]?  I expect my filing fees refunded for the inaccuracy and cost of my now paying for an amended return to fix this problem. I also sent an emai the same day as I completed the application as I noticed your preparer did a GA tax form for me. I have a GA mailing address but live in Fl. The GA address is my mothers house on the GA line within min of me. This email did not receive a response and as I did not know my taxes were automatically being filed without communication or a ** it was not fixed. Another problem I have to pay again to fix as I paid $500 to a state I am not residing in.
Sincerely,
[redacted]

Everything was pretty easy. Friendly staff just took a long time to hear back from loan department

I think process fees should be taken out the actually return why think people are getting aRal

This helped me when I needed it.