• Report: #829154

Complaint Review: Instant Tax Service

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  • Submitted: Thu, January 26, 2012
  • Updated: Thu, February 09, 2012

  • Reported By: tww1977 — houston Texas United States of America
Instant Tax Service
6511 Antoine Dr. Internet United States of America

Instant Tax Service misrepresented services. Rediculously rude and incompetent "proffesionals". Rapid Refund ignorance. Internet

*Author of original report: Try Again ITS... even your rebuttal sounds uneducated!

*Consumer Suggestion: CONSUMER HELP Page

*REBUTTAL Owner of company: Read the fine print

*Consumer Comment: CONSUMER HELP

*Author of original report: Update: Saga continues!

*Consumer Comment: same thing here

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I came in originally for the Instant Cash Advance.  The claim is that everyone qualifies for one of several different amounts.  To even see what amount you qualify for, you HAVE to let Instant Tax Service file your taxes, after that is done, you see what amount you qualify for.  I received $300 right then.  Then they ask how you want your refund after they tell you how much you are getting back.  In my case it was over $8,000.  I asked for rapid refund.  Although there are several products they offer, none of them where fully explained to me.  I was asking most of the questions as a matter of fact.  One thing she did tell me is that Rapid Refunds are coming back this year.  I went ahead and went with the Rapid Advance Anticipation that would give me my money back in 24 hours.  I did this all late December 2011.

So, the 17th rolls around - IRS opening season - and I expect I will have my RAA aka My Money at least on the 18th (I was told it would be no later than the 19th).  I called the 18th and was told the IRS quit accepting refunds and no one was able to tell me anything about my refund.  After hearing about how the IRS quit taking refunds, I got really suspicious and nervous.  I called back on the 19th, I was told to call back on the 20th since the IRS quit accepting refunds on the 18th so some were delayed.  I called back on the 20th and they told me I did not qualify for the rapid refund.  Since I didnt qualify, my refund automatically rolled to the 10 day refund.  They also added that I could get my money back at any time any day before or on the 27th.  First of all, I had no idea I had to qualify for this rapid refund.  I wasnt told that and was completely misled.  I was devastated to say the least and mostly afraid because I face losing my only transportation, I have a disconnect notice on my electricity and facing eviction.  I have a 1 year old baby boy, a 3 year old toddler girl and an 8 year old girl in 3rd grade.  The two small children go to day care and I'm behind paying that too.  We were totally counting on that rapid refund to get me up to date on my bills and more importantly, pay for the loan on my car I took out.

I continued to call Instant Tax Service and Several different people assured me I will have my money by January 27th.  I had to do some investigation for myself since I was already misled on the rapid refund deal.  I looked up the IRS refund Cycle Chart for 2012 and it shows that if your return is accepted Jan 17 or 18, then Jan 27th is when your paper check is mailed.  This is the date everyone at instant tax service was promising I would have my taxes back.  I was very uneasy and felt I wasn't being told the truth about when to expect my money.  First, I was not told exactly how the RAA worked.  I thought I would have my refund on the 18th - then on the 20th, find out I'm denied (didn't know I needed to qualify).  I proceeded to call the IRS on Jan. 23rd to see if they had even received my refund.  The IRS representative said they show no evidence that it was even sent to them.  I called instant tax service and they still said 27th.  I try to tell them about the call to IRS and the cycle chart, and they just gave up at that point.  Tuesday Jan. 24th I called IRS, who said they didn't show it was received still, then they dug deeper and show something but they couldn't tell me what it was but that they had different systems and things were still updating.  She did say I should have it back by February 7th and to call back on the 8th if I hadn't received it.  With all the stress I am having and all the uncertainty I am given by Instant Tax Service, I decided to go there and speak with them in person.

When I got there, I asked Tameka Dunham when I should expect my refund.  She said still by Jan. 27th.  I cant even describe my feelings of taken advantage of, uneasiness and disgust.  She showed me on her computer my name and I saw where they didn't even send my taxes off until January 18th, so they were accepted on the 19th.  She still said they sent my taxes to the IRS on January 17th.  I asked some questions and was rudely ignored.  I asked again.  I was trying to be calm but fell I deserve to know when I will be expecting my money.  I am paying them for a service and I dont even get treated with the respect of honesty.  Now I feel they just dont want to help me at all.  I asked Tameka when they knew my return was accepted and she said on the 19th.  I asked why they would tell me I will receive my taxes on January 27th and she said because it's possible that I could.   I dont think I paid for a service to tell me when the possibility would be.  They totally misrepresent themselves and lie to people who really need the money.  I told my title loan company I would pay off on January 27th, but now I had to tell them it won't be until February 3rd.  I face having no vehicle, no lights and no place to live all because of this stupid loan I thought I was going to get without a doubt.  IF I had filed my taxes myself on free file, I would have chosen direct deposit and had my money on the day the IRS says I will.  I still dont know exactly when to receive them other than that the IRS website shows by February 7th.  I ask then, what service did I pay for with ITS in the first place?  Do they not even know whats going on themselves?  How many other people are hurting due to the incompetence?  I am very disgusted with the service, misrepresentation and the rudeness of the people there.

This report was posted on Ripoff Report on 01/26/2012 02:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/Instant-Tax-Service/internet/Instant-Tax-Service-misrepresented-services-Rediculously-rude-and-incompetent-proffesio-829154. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
2Author 3Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Try Again ITS... even your rebuttal sounds uneducated!

AUTHOR: tww1977 - (United States of America)

Tameka - very glad you responded.  Even your rebuttal sounds uneducated.  First of all, you are a business and the services you represent are public.  I would like to add that putting up my personal information about a title loan is non of your business to put up publically.  SECOND OF ALL - don't go talking about things you have no idea about or don't understand.  You have no idea of the agreement between me and my title loan company nor do you as a business have anything to do with the transacting between me and them.  Think about what you say before you say it.  Like I said, I will be keeping all this information to show to my lawyer so I would watch what I say.

Everytime I would call and ask when my check would be there, yall would say 10-14 days.  I even said is that business days?  And your employees would tell me "no, just days".  Then I come in and it's a whole entire different story.  I came in December of 2011.  Even though the IRS was having problems, I should have been treated with respect.  Please make sure your emplyees are knowledgable and kept up to date.  You told me the IRS quit taking returns one day!  They NEVER stop taking returns.  It was thier system that messed up.

All you have to talk about is my title loan and how I should not rush into things.  Nothing you say is in response to your high fees and nothing is in response to the misinformation and no one apologized or offered anything (except for a letter to my title company stating I would get my refund February 1 and instead I got it February 3).  You don't know my life and I don't claim to know yours.  I know what kind of service I got from your Instant Tax Service and it SUCKED ROYALLY.  You hung up on me - I never was rude just upset because I couldn't get answers from you.  The only thing you could say was "I can't control the IRS" or "I can't control the bank".  Sounds like an excuse my 8 year old would give me!  If you were a true customer service rep and take care of your customers, you would have done some research and learned what happened, called me and done your job.  Instead you put people off by telling them, "Don't call us, we will call you when your check comes in."

About your fees and asking questions - I can't believe you would say I should ask more questions.  I guess that's how your business is run.  --You tell people, you can get this refund fast!  Just have us do your refund without your W-2's, we will put your info through and tell you if you can even get an instant cash advance.  You can't back out if you don't like if we don't give you the "1000" we make look so good but legally if we put UP TO 1000 we save our ass and only give you 50.  We will HAVE to be the company to file your taxes after we got you buy the tail.  You have to wait til we call you if you have a check, don't call us because we know we have terrible business tactics.  Oh by the way only 6% of 100 ppl qualify for the rapid refund but we wn't tell you so we can get your stupid ass in here to file with us so we can take NO LESS THAN $500.  That's half for us to hang up and be rude to you.  The other half is for This Tax tree company who we use for the software, and the Bank in which we use to recv your money.  --  I even asked yall to explain the fees and you said NO the bank can.  I asked if I could get a copy of the documents I signed and I was told NO I COULD NOT since they are for the file only.  What a crock of crap!  I have my money and it's enough to pay my lawyer and we will set the record straight.  I don't care about my husband saying he "loved you" when you called to say my money was there - and if you were to have held it, you would have had a much bigger problem than you did.  I won't EVER go to Instant Tax Service EVER EVER for as long as I live.  Like I said, I only went beause of the deceptive advertising commercial on TV and you ASKED if I'd like to apply for the rapid refund.  As a customer service rep, you should have been honest and told me how it worked as opposed to the other services you offer.  INstead you sat there and barely answered the questions I did ask... I think because you wanted my money when you heard how much I was getting back.

Let's face it, you have my $500 - and all the other money from everyone else who was enticed by your misleading commercial and who didn't "ASK YOU QUESTIONS".  I will open up my own tax service and call it "ANTI Instant Tax Service - Where honesty is our best policy" and put you out of business!
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#2 Consumer Suggestion

CONSUMER HELP Page

AUTHOR: Concerned Citizen - (United States of America)

Go to Youtube video and read more information under video

http://www.youtube.com/watch?v=smaK1CUMTX8
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#3 REBUTTAL Owner of company

Read the fine print

AUTHOR: Mrs ITS - (United States of America)

First of all no one made you come into the office that was your decision.  Second of all everything was explained to you when you came into the office.  At that time when you applied for the loan you was told that the loan is up to a 1000.  You replied have anyone received a 1000 I replied that yes several clients have.  At that time your loan was processed and you received a 300.00 that was all good because it helped you through your situation.  When the funds ran out you was upset because you put yourself in a situation before coming into the office by going taking out a title loan on your vehicle.  Which if anybody that you should do a report on is your title loan company.  Every year I have learned that people over spend and make rapid decision just to get themselves out a situation at that moment.  I am well educated in what I do and more.  I felt like I extended my help to you and it wasn't good enough (I will know next time).  When I called you when you check came in early which I stated to you several times that it is a possibility that it can come in early because I have seen that on several occassions.  At that time you and your family still had lights, food and a vehicle.  I was even told by your husband oh Tamika I love you, you are the best and you were very excited as well.  I could have very well made you wait like other companies do but I am not that type of person.  I think that you were just upset because you got yourself in a bind and couldn't get out of it.  At the end of the day your taxes were still done and you received your refund check early.  Next time read the fine print and ask more questions about what you are trying to do.  I am very sure that you didn't ask the title loan people any questions either you just wanted the money at the time.  TIP for the day is never rush into anything without getting a good understanding!!!

 
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#4 Consumer Comment

CONSUMER HELP

AUTHOR: Concerned Citizen - (United States of America)


Go to Youtube video and read more information

http://www.youtube.com/watch?v=smaK1CUMTX8
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#5 Author of original report

Update: Saga continues!

AUTHOR: tww1977 - (United States of America)

I had been keeping in touch with Tameka, the store owner.  I was very desperate for answers as to why I kept getting different stories/dates from the employees/other sources.  After asking Tameka some questions, she began to get frustrated and could only answer my questions with "I can't control the IRS" or "I can't control Banks"  At that moment, I could tell how unprofessional she was and how uneducated she was with what was going on with my refund.  She did write me a note to take to the place that was going to tow my vehicle, and she kept saying that at least she did that as if I should be so greatful.  I was very frustrated that I was none the wiser and actuall more upset with the whole situation.  At which point she hung up on me.

I found information by myself online about the IRS systems and how it was delaying some returns.  I found this information out myself.  It was very simple to look this up, but at no point did I ever get a call from ITS nor when I would call did they update me on the goings on with my refund.  I kept getting the same story of I would have it either Jan 31, Feb.1 and even Feb. 7th.  Anytime thereafter, I would call ITS and ask to speak with someone other than Tameka.  All they would do is simply look up on the WHere's My Refund site on the IRS site at which I could easily do myself and look for updates for my refund.  I then logged onto a website created by someone in the same boat as me with a real time chat and forum.  This site was geared towards noting when you got your refund and when you filed to help other people out with some answers that noone else would answer.  This was one of the only things that helped me throughout this process.  Meanwhile, no call from ITS and infact everytime I called they always state "We will call YOU when we get your check".  Everyone there is rude and not very helpful and they all sound completely uneducated about taxes or about customer service.

So finally I get a call and my check is there.  I go in and when I'm signging papers, I see a whopping $800 difference between what I was going to get back from IRS and what the paper check was!  I did get a $300 loan from them when I filed.  So, where's the other $500?  That's $250 in ITS fees and the rest is from "The Bank"!!!  Oh - there's a check fee, a service fee, a filing fee, and estimate fee, and probably an ink fee and processing fees and all these fees.  WHen I asked politely for them to explain these fees .. he said he didn't have to.  He simply could not.  He didn't know and wasn't required to tell me.  Bottom line, he only knows they filed my taxes and they got thier money.  The only thing Tameka - the owner- and the lady who filed my taxes - could say was asking my Husband to not use profanity!!  He did but dang do you blame him?  Seriously all these fees no one can explain, and she sat there with a grin on her face because she ripped me off by price gouging.  I have seen other reports on here and the same thing is said about ITS.  I GUARANTEE I will NEVER use ITS again.  Infact, businesses like that are going to go OUT of business because filing your own taxes and getting direct deposit from the IRS makes it so easy for everyone to do themselves.  I was never offered any compensation or at least half the fees to be taken off.  The amount they charged, was also the same amount it would have been if I had gotten the RAL (24-48) hours in the first place.  I find out that those types of loans are given at a 6% rate.  They surely didn't want to tell me that before I got locked in.  ITS is also graded "F" on BBB and I will file a formal complain with the IRS.  I'm sure I'm not the first, or the last!
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#6 Consumer Comment

same thing here

AUTHOR: brenda - (United States of America)

They told me I would get my refund today but when I checked the where's my refund site and it states it will be deposited into my account on the 30 th ( I have no account) so when I called instatnt tax service and asked them why it says that they tell me it gets deposited in their account Ans then they issue you the check and they still asssured me I will get it today even though I know it's impossible
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