- Browse Businesses
- Guides
- Consumer Tips
- Write a Review
- For Business
- Request a Review
- Backed by the National Science Foundation
- Sign up
- Log in
There is a reason Free Tax USA gets a 2.5 star rating - uber confusing site! Despite many time wasting messages to their CS no one suggested or explained state tax could be free and I do NOT need to pay $15 for filing my state return! Very confusin product site with their varous options and upgrades. They could save staff payroll by having phone support! It's too complex a subject and does not lend itself to electroinic CS - it just wasted our and your time! Two different log in requirements for their deluxe, pro, or free service! Would NOT refund my $15 in spite of my bad experience!
Products used:
CA state tax return prep
There products are uber confusing! Two different log in requirements for their deluxe, pro, or free services?! Very user unfriendly! I unwittingly paid for state returns by using their upgraded version despite multiple messages to CS - no one pointed out the uber confusing structure and that I could file state for free on their free site! Not even a HQ number, or contact to voice complaints! And of course no phone support whatsoever on their free version. Different CS reps respond to you making for more confusion to an already UBER confusing product ( and subject in general) They could afford to staff up less if they actually had phone support. The multiple emails back and forth are VERY time consuming
For customer and CS rep! They refused my request for a refund, even after pointing out the totally confusing nature of their structure and user unfriendlyness of it and lack of CS.
Hello Rob. We apologize for the frustration this has caused. Our Federal return is always free. We do offer several upgrades so our customers can speak to customer support through Live Chat or over the phone. However, we reply to our customers via email very quickly as well. We do offer a Freefile version which requires the account to be created from the IRS link. It sounds like there may have been some confusion. We would be happy to look further into this. Please direct message us your email address so we can look into the issues you experienced with Customer Support as we strive to provide an excellent Customer Support experience.
Rob R.'s review of FreeTaxUSA earned 2 Very Helpful votes
Rob hasn’t received any thanks yous.
Rob doesn’t have any fans yet.
Rob isn’t following anybody yet.
Empty.
I have done my taxes for years on turbo tax. Last 2 yrs I used Free tax USA. Both times delayed...
It was easy to use could not put my paperwork up to print it. Can't get in touch with anyone. I...
Hello Rob. We apologize for the frustration you have experienced and for any confusion. We do offer a Free file version, due to IRS regulations an account must be created from the IRS link or your states website. Our Federal return is always free. We do also offer several upgrades so our customers can speak to customer support through Live Chat or over the phone. However, we reply to our customers via email very quickly as well at no additional upgrade. We would be happy to look further into this. If you have contacted us through our Customer Support team, please direct message us your email address here so we can look into the issues you experienced and help come to a resolution. Our Customer Support team strives to provide an excellent Customer Support experience and we would like to help make this right. For further questions, please contact us at support@freetaxusa.com.