Their website is practically impossible to navigate, and the interface is completely counter intuitive. There is no customer service number on their site, but if you google it you'll find a regular phone number that will lead you to an answering machine, which I doubt they check since I haven't had any of my messages returned. My story goes like this:
I went to the irs site, found a list of websites that would file your taxes for free if you make under a certain amount, I qualified, so I clicked on one. I unfortunately chose fileyourtaxes.com, once I got to the site I thought it was a bit hokie, but figured it was ok. I imagined that if the IRS is suggesting I use a service, it must be that this company is legitimate and fair... one shouldn't assume such.
I went through a process of entering in my federal and state taxes info, 2 hours later after having many problems with their site and sending several emails to them (and being highly annoyed that I was unable to call a customer service number) I was asked if I wanted to go ahead and file my state taxes for 23.00. I figured it would be worth it since I had already spent the time entering in all of the info.
I lived in two different states in 2009, one that has state taxes, one that doesn't. After I paid my 23.00 and got to look at my taxes in detail, I noticed they combined all of my earnings for the state that DOES charge state tax, even though most of my money was made in the state that DOESN'T charge state tax. Once again.. no one to call, nothing to do, so I emailed (again)..
I got an email back saying.. yeah we don't do more than one state. Really? Think you could have told me that upfront before I gave you my credit card information? I got to thinking this was sounding sketchy, so I did some digging and discovered they charge you if you sent them an email or call them. So, by this point I was thinking "they have my credit card number, oh crap", and I immediately called my bank and told them the whole story.
My bank suggested I close my credit card account immediately and said they wanted to investigate the company. They credited my account for the 23.00 charged (which was charged immediately) and said no other charges would be allowed to go through from them. During the process of doing my taxes, I entered in my checking account info to have my federal return automatically deposited... my bank said I should change my checking account number as well. This means a lot of inconvenience for me, as most of my bills are automatically debited from my checking, therefore I will have to reenter all of my account info in each account separately, make calls to customer service departments.. etc.
The federal return that says on fileyourtaxes.com that it was accepted is not in the irs system it has been longer than 72 hours which is the amount of time the irs states it should take to view your return.
As far as my state tax return, since they aren't getting the money from me to file it, I'm hoping it will just not be filed so that I don't have to go through the inconvenience of ammending it. The state tax return is still in limbo on their site, and no information on it is available to me.
It is very frustrating to not know where you stand on your taxes, especially when the deadline is coming up quickly.
I wish I would have found this site before I took the IRS's word for it, and used fileyourtaxes.com.