Filelate.com
Poor service, misleading, complete rip off

We have not yet filed our 2009 tax return for some reason and got a letter from the IRS in the mail letting us know that we have 10 days to file. My husband and I went on a search for our 2009 W-2s and could not find them. We called the IRS who sent us federal information for no charge, but it did not include any state info. I had emailed my H.R. Department who was able to send me my W-2 but my husband did not have that option. He found www.filelate.com and the picture on the website shows a W-2.

He tried calling the 877 phone number listed on their website to see if state information was included multiple times before creating an account to order and received no answer. He went and ordered it anyways, against his better judgement. After he received the information, and was billed about 80.00 plus taxes for it, realized that he did not get his state.

He called the company again and left several messages. He did not get a call back until the following day, just about a full 24 hours later, and he got a message. He called back and told the woman, Janice, that he did not get all the information that he requested. She told him that the website states that they do not provide state information. (Apparently, this was not made clear until after the order process begins, and he did not see it. This is the only place on their entire website that actually says this, even though the picture of a full W-2 is featured on their main "forms" section of their website.) He tried to explain this to Janice, but she did nothing for him. He then asked for a manager and she put him on hold for 25 minutes and then hung up on him. He even tried sending her an email, as she misunderstood what he was asking for and resent him the same information that he already got, but did not get a reply.

He told me about the conversation and I proceeded to call, again tried multiple times, about 8 or 9, before I was able to get in touch with anyone. When the woman answered the phone, I asked to speak with a manager. She asked how she could help and I replied "by putting a manager on the phone". She said "how can i help you, you're talking to one". I explained the situation to her and she said that SHE was the one who spoke with my husband earlier and told me the same thing that she told him. I explained to her that the IRS provided us with the same information that they charged us over 80.00 for and we didn't get the information that we needed. She said "that's your problem. It says on our website that state information is not provided. I am not issuing a refund to you because your husband can't read and refunds are not in our policy. If you don't have any other questions, then have a nice day" and hung up on me. I called back and told her that I did not appreciate her hanging up on me and she did not respond, just hung up again. I called back a THIRD time and was put right on hold, then hung up on.

Working in customer service myself, I was appaled by the treatment I received from this woman. I would never treat my customers like this and have never been treated like this when dealing with any other company. As I'm sure you can imagine, we will be disputing these charges through my bank, will never do business with this "company" again, and will do everything in our power to warn other people about this website...

Company: Filelate.com
Country: USA
Site: filelate.com

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