Betty Jo,

I purchased the 200 return package last year for TY2019 and have been paying for the additional individual returns as needed.  I tried to open/view some tax returns (form view) yesterday and the day before (for previously filed and extended returns that have already been paid for) and cannot open them without re-REPing and repaying for them.

I called Tech Support and they could not tell me if there was a glitch in the software, but sounds like that's what the problem is.  The only fix offered was to re-REP them, repay for them, and then request a credit.   His response was to “wait until I free up enough money on my credit card to do this.”  This response was totally uncalled for and very disrespective.  I don't really want to go through this process of re-REPing and getting a credit for 250+ clients as the cost is nearly $21K.  Additionally I was told that the credit would be issued in a couple of weeks, but the charge is immediate.

I called Customer Service yesterday to see if there was another way around or if this has been reported as a problem and got the same answer.  This is terrible customer service.

I submitted the first credit request today for 9 clients at a cost of $82.27 each for a total credit of $740.43.  I hope this get credited back to my account within the next day or so.  But this is not a good fix to the situation.  Who can I talk to to get this resolved and not have to repay and request credits for each tax return already paid for?

I need assistance now as the tax deadline is looming.  Please call me at the phone number shown below.

Deb Gardner

214.995.8581

[email address removed]