Report: #1044407

Complaint Review: 2nd story software inc (

  • Submitted: Thu, April 18, 2013
  • Updated: Fri, April 19, 2013
  • Reported By: hkarr — mad Internet
  • 2nd story software inc (
    1425 60th NE St Ste 300; 5925 Dry Creek NE Ln; 301
    Cedar Rapids, Iowa
    United States of America


*UPDATE Employee: TaxACT Customer Support Response

Show customers why they should trust your business over your competitors...

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 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.
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This report was posted on Ripoff Report on 04/18/2013 03:57 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 UPDATE Employee

TaxACT Customer Support Response

AUTHOR: TaxACT Support - ()

Thank you for bringing this situation to our attention.  With the information available, it appears that you selected our TaxACT Free Federal Edition & TaxACT State Edition.  It is unfortunate that you experienced difficulties when trying to submit a state only return. TaxACT does in fact allow for the filing of a state only return however the federal information must be completed first because common data transfers from the federal return to the state return.  Although the federal return doesn't need to be filed, it must qualify for electronic filing so  the state return can be e-filed.

With TaxACT Online, we only ask for payment when youre ready to print or e-file your return.  If youre not 100% satisfied with their return, you can simply discontinue use of the TaxACT Online product.   This allows a customer the option to use the TaxACT Online software with no obligation and pay only when they are satisfied with the service provided.  This is discussed in our license agreement to which you must consent when creating your account.  It also says that the fees paid when printing the return are non-refundable once the service has been provided. 

Please understand that at the time of your call on April 18th, the staff of TaxACT including all representatives and supervisors were all handling phone calls.  It is not our intention, nor is it our policy to refuse to talk to a customer who wishes to discuss a specific situation.  We can assure you that had any supervisory staff member been available, your call would have been escalated at the time you requested to speak with one.  Because no supervisors were available, our representative appropriately asked you to send an email.  We would also like to assure you that we address each email that is sent specifically to a supervisor.

We will be directly communicating further with you by email.  Please watch for our email reply.
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