LIberty Tax Service, Norman P01444087, 972-607-1708, Office #13735
Complaint 206543 Details

Well I've been financially strained this year so I decided to do a rapid return this year. I always e-file my taxes myself, but this year my son suffered a terrible car accident and I had a battle with cervical cancer. I wasn't able to work much this year between my 3 surgeries and his recovery. Needless to say I'm very behind on bills. Anyway that's why I decided to get my refund back as soon as possible this year. So when I called Liberty to inquire about "RAPID" return process (I was told by Connie) that the bank that funds them normally determines that amount because it depends on how "big" of a refund a person is getting. And she went on to say that they have 98% of the clients have been receiving their money within 24 hours. Sounds great when you're trying to get the rent paid and the first of the month is right around the corner. So I got all my information together and drove to their office. So I was greeted by Norman and given a form to fill out just asking for basic information. So Norm invited me over to his desk and asked me for my w-2s and for my sons social security card and my ID. I had alredy done a draft of my return at home so I knew what my refund was. He actually came up with the same figure. So he then so called submitted my return to the "bank" to qualify me for a "loan" on my refund. He got up, walked over to another computer hit a few keys and came back and said that the bank turned me down because my earned income credit was "0". At that time I was positioned where I could see the computer and that is what it said. Only my EIC was $3169. He said he didn't understand why it was coming back that way but said not to worry because I still qualified for a "rapid transfer". When I asked what that was he said that is where the IRS would issue the full amount of my refund to their "BANK" and as soon as they received it they would deduct their fees and I would get the remaining portion. So I said "but the IRS isn't even accepting returns until Jan. 31st. so it would still be at least 21 days until that happens." He said "well I'm not supposed to be telling you this but they started accepting returns a couple of weeks ago and our clients who are doing the "rapid transfer" are getting their money in about 7 days." So sure 7 days is still better than 21.
So I said let's do that. So there was an electronic signature pad in front of me and he said ok I need a couple of signatures from you and I need you to initial some things. When we're done, you'll get copies of everything you signed. So we proceeded. Several signatures and initals later we were done. He printed out "some" paperwork and handed it to me then said he was sorry and didn't mean to rush me but he really needed to tend to the customer that was waiting and if I had any questions to feel free to call him. Ok. I left. When I got home I looked over the documents that I had. He did not return my copies of my w2s to me, I did not have a copy of my return, nothing with his signature on it acknowledging that he prepared my return. Actually as many times as I signed my name, nothing had my signature on it. The only paperwork I had was a referral sheet with 3 vouchers that says I get $50 for every person I refer. I have a Refund Transfer fee disclosure. Now see how this breaks down Expected Refund Amount $3714.
Authorized Deductions:
1. Amount paid for tax prep serv. $405.
2. Amount paid to transmitter $9.00
3. Account handling fee $29.95

Amount paid directly to me $3270.05

So the way I see it is that I'm paying that money to e-file my return and have it sent to their bank account instead of my own. This is all the paperwork I have. Well the next day I was ill and couldn't make it up there. But on Jan. 30 I got on the IRS web site to see if it had been filed and it had not. So I went back to their office and told the receptionist that I had just been there the other day and that I didn't have any of my copies. So she said ok you can wait but it's gonna be at least an hour. I told her I had to get to work and that wasn't acceptable because I shold have been given my copies in the first place. So she turned to some woman she called "Amber" that was sitting behind her. Amber said to give her just a second and she would help me. Norm was there but not once would turn and look at me. Everyone was looking very nervous. And this woman Amber was not even there the day I was there. About 10 mins later she wrapped up with the person I had at her desk. She walked over to the waiting area and grabbed the next client. I told her "Wait. I need my copies of my w2s." She asked "you're Marlo Mathews?" (How did she know who I was?" I said "yes". She said well we're not gonna be able to give those to you until after your return has been filed with the IRS. (?) Well, I thought I did that the other day. And nonetheless, a w2 consists of 3 copies. She said that's right. We keep 2 and the IRS gets 1. Does she think I'm that stupid?
And where's my copy of the return?
She said you don't get that until the IRS receives it. (???)
No. I'm supposed to have a copy of it with his signature and Liberty's tax ID number as being the preparer.
She said that I have evidently been misinformed.
Then went on to ask me if I had a few more minutes to spare because there was another document I needed to sign because when they filed my return the IRS denied it because my son's social security number didn't match his name? I said how is that? I've claimed him for 17 years. I said let me see the documentation from the IRS that says his social doesn't match. She said I wasn't allowed to see it. My paperwork was in a file folder on the desk. I said "you know what. My return hasn't been filed, just forget it." I picked up the file. Norm jumped up from his desk and flew at me and tried to take the folder from me. I turned to walk out the door and he shoved me back inside and said I wasn't leaving til I gave him my paperwork back. He literally wouldn't let me out the door. I said I was gonna call the police and he asked "with what phone?" (While I was waiting I asked the receptionis to use the phone so I could call my job because I had left mine in the car." Then he told "amber" to call the police. She pretended she was talking to the police. I tried to make it out the door again and he pulled the door closed again and locked it. He was sweating and shaking. This was getting scary. Then he said just give me the papers back and you can leave. I tore the papers in half. and said "fine" Then he said. "now you can leave" When I got to my car I was going to call the police but my phone was dead. I was in utter shock. I was also in a panic because I was supposed to have been at work 15 minutes before. I still had to go home and change into my work clothes. Thinking back, I remember seeing the copy of my sons SS card. How does the name not match? Something else, Why did the bank deny me because my EIC was zero? Most of their clients are from Mexico. I'm starting to worry about my sons SS#. Can you possibly help me
?