Hi, Shelly I'm really glad you responded, because this is a serious issue that needs to be…read moreaddressed properly.
I want to start by saying I do not appreciate how this situation has been downplayed. When I came in to have my taxes prepared, the printed documents I was given showed my refund being routed to my old bank account--not the new business account I had clearly requested. I even called to confirm this discrepancy, and I was told everything had been updated correctly and that a new copy simply wasn't printed to "save paper."
Despite that reassurance, I later found out through the IRS that the account information was entered incorrectly. Not only was the wrong account used, but the last two digits were also switched. This error caused significant delays and complications with Refund Advantage, and I had to spend additional time trying to resolve something that should have been handled correctly from the start.
Because of this delay, I had to postpone a planned move for myself and my daughters, which resulted in me losing my deposit on a new place. This situation directly cost me money.
What's even more concerning is how this was handled when I reached out. Instead of taking responsibility, I was blamed. There was no acknowledgment of the mistake, no apology, and no effort to make things right. That level of customer service is unacceptable--especially considering I paid $675 for a professional service that was not executed properly.
I requested a partial refund as a fair resolution, given the financial impact and inconvenience caused. I was told, verbatim, to "forget about it," and that I would not be receiving anything back.
At this point, I will be moving forward with filing a complaint with the Better Business Bureau and am prepared to provide all documentation, including the printed forms and communication records. I also mentioned pursuing legal action because this situation has not been handled appropriately at any level.
I would still prefer to resolve this directly, but the lack of accountability and communication has made that difficult.