Anyone who filed a 2009 tax refund using TaxBrain/Petz Enterprises between January 16th - 20th 2010 found out on January 29th that their tax refunds were sent to the wrong bank, a bank that has no affiliation with TaxBrain/SBBT/Metabank. TaxBrain has yet to issue a response or even an apology to their customers. The customer service reps are nasty and the live chat only gives out generic answers. So I contacted them today just to see if they would admit that something has been wrong with the software. I told "Doug" that I needed to use the software to do taxes for family but I wanted to make sure that the wrong routing number issue was resolved. He stated that any returns sent after January 20th would not be affected. This amazed me because I sent in my return on the 16th and they tried to resubmit it on the 17th with the correct information but what is even more amazing is that they continued to send out returns on the 17th, 18th, 19th and 20th with incorrect routing numbers. They didn't e-mail their customers or post information about the problem on their website. They just continued to send wrong returns to the IRS knowing that the money would never be deposited in the correct bank, allowing customers to find out on their own.
I understand that we all, human, and companies make mistakes and it's not the mistakes that makes us the most disappointed or angry, it the non-acknowledgement of the mistake, the lack of sincerity and not being apologetic that upsets us the most. TaxBrain affected thousands of lives and have lost even more customers because of this. Now all the people that have been affected have to wait for Republic Bank in KY to return the funds to the IRS, after that we all have to wait for a paper check to be issued which will most likely take 4-6 weeks.
So the moral of this story is... Do not use taxbrain. They are not reliable. Even the guarantees on their website have been disclaimed according to their terms of use.
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