Complaint Review: 2nd story software inc (TaxAct.com) - Cedar Rapids Iowa

TaxAct is a complete fraud and the developer of this software, 2nd Story Software Inc, is a company without integrity whose entire objective is to steal your money.  Stay away from them and learn from those of us who have been burned and harmed by their deplorable business ethics and degrading customer service.  

I attempted to use their software this year, 2012, to do ONLY my state taxes.  After 30 minutes of a completely useless web cycle, I gave up and decided to not use their software but instead went to my own state government website and e-filed from there.  However, I did not exit soon enough from the program! When you first log in, prior to entering a single bit of tax related info into their program, you must give billing info and credit card number.  I should have known that this was a ripoff from the start, but it was the 11th hour and I really needed to get my taxes filed....so mistakenly I followed their software prompts believing that I was going to get my state taxes processed for a small fee.  I could not get the software to allow me to ONLY file state taxes as their app advertised was possible but instead everytime was ask to begin my federal tax form.  Furthermore, I could not get TaxAct to allow me to efile either, though again the website made the claim that such services were available which is the WHOLE and ONLY reason I attempted to use them in the first place!  

After 30 minutes of frustration I logged off their site believing I was done with them.  Unfortunately, the very next day a charge for $17.95 for tax services was applied to my debit card and taken from my bank.  Today, I have spent over two hours attempting to communicate the issue and give them the chance to address and correct the mistaken charge.  Rather than address my concerns, I was given the run around and then was hung up on, blown off, and blatantly told that no supervisor would speak to me concerning the issue.  

On my first call, a rude man named William simply disregarded me and told me to have a nice day.  The second time I called in, completely unsatisfied with the lack of customer service that was provided the first time, I spoke with a woman named Debbie who agreed to put me on hold to speak with the next available supervisor and then, after leaving me on hold for 25 minutes, hung up on me without another word.  Upon my third call and attempt to have my issue addressed, the young man I spoke with named Garrett said that his supervisors refused to speak with me and he could do nothing else to help me except advise that I email the company.  I let him know my intentions to call every business bureau in the state of IA to lodge a complaint of fraudulent activity against this company and again he advised me that the only help he could give was to advise me to email my complaint to the company.  Even after I insisted that I atleast hear this straight from a supervisor, Garrett simply said that none of his supervisors would speak to me and that there was nothing he could do about it.  That's the most pathetic mockery of customer service I've EVER experienced!!!!!  What company do you know that simply says basically "your call is not important to us, we don't care that you are upset, and our supervisors can not be bothered to address your problem so go away"?  I am a supervisor at a company that was built and continues to thrive ONLY because we recognize the value of superior customer service.  I wasn't asking for that level of service but simply to know first hand that my issue had been addressed at a management level and this company couldn't be bothered.  That's who and where your money is going if you attempt to purchase or engage this company's software.

There are too many other more reputable companies out there that offer trustworthy services and software.  Save yourself from theft and misery!  DO NOT use this company if you value your money at all...but if you like throwing money away into the wind without getting anything for it, then this company is exactly what you are looking for - lying, deceitful, unethical, and totally unconcerned and uninterested in customer service or retention...not to mention their own reputation.  They only care about your money and once they have it you are not worth their attention or time.  That's what service they provide.  Spread this story and the word to everyone you know so that no one else has to lose money and deal with this awful company.