I filed my taxes with Jackson Hewitt for the first time, mind you, on January 18. I was told at the end of the tax preparation, even though I clearly stated I would like a refund the next day, that they no longer offer the next-day loan but I will get a cashier's check within 8 to 15 days, which was acceptable to me. Once we were finished, I was told that my tax preparation fee was $488.00 plus bank fees extra; therefore, my fee to them would be over $500.00.
I filed head of household, 2 children, and Earned Income Credit. Never, and I mean, never before have my taxes cost me over $100.00 to prepare. I went to Jackson Hewitt, because they were recommended to me for a quick refund.
Anyway, after informing this lady that I am not paying over $500.00 to file my taxes, she got on the phone with "corporate," and they came down in their price to $175.00 plus bank fees totaling $236.00. Big difference! So, still thinking this was high, I agreed, because she wanted $50.00 if I decided not to finish, which I did not have. On January 22, I checked the IRS website and was notified that the funds are scheduled to be direct deposited on January 26.
On January 27, I called Jackson Hewitt and told them that I have information from the IRS that the money was direct deposited into their account yesterday, January 26. I was told they haven't heard from the bank yet, but yes, a check should be ready to be picked up tomorrow. I never received a call back, so I called again on Friday. I gave them a whole day to get the check.
I called on Friday, and I'm told that the "manager" has been working very hard onto getting my check and that it was supposed to be here this morning but it still did not come in. Now, to my knowledge, at that time, my refund has been sitting in their bank since Tuesday and no one seems to know why I haven't gotten a check. I was told that the manager will call me back before 2:00 pm. At 4:00 pm, I called back, and after giving all my information again, I was put on hold, and after about 10 minutes, she got back on the phone and told me that "he has been very busy but he is going to call me right back."
At 7:00 pm, I received a phone call from the "manager." I would call him by his name, but I cannot pronounce it. He had a very thick accent that was hard to understand. At any rate, I am told by this person that there has been a huge "technical" mistake and my money was sent back to the IRS because they (Jackson Hewitt) had no record of it. Therefore, they sent the refund back to the IRS, and I should be getting a paper check by the IRS on February 5, which seems to be the blanket date they are giving everybody.
I told him that it was not acceptable to me, and I want the check that was promised to me and I want it tomorrow. He told me there is no way he is going to cut me a check when they don't have the money to cover it. I told him in a very matter-of-fact tone that I want something done and I want it done tomorrow. It was their mistake and I want it corrected. He said, "I will call corporate and see if there is anything we can do. I will call you back in an hour."
After not hearing from him the whole rest of the evening, I called back at 10:00 am (opening time) and was told he would not be in until noon. I called at 12:15 pm, asked for the manager, and was told he wasn't in. I said I would call in 30 minutes. I waited 2 hours and called back and got another person on the phone that I have to explain the whole situation again with all my information, just to be told that I would get a check that would be released from the IRS on February 5.
After several attempts to try to get them to correct their mistake, I decided to wait until Monday, today, to call the IRS, since you have to wait 5 days after the direct deposit date to call. I got the IRS on the phone, after waiting 32 minutes, and I was told that the funds were actually deposited on January 19. The date that the IRS gives on their website is always about 8 days later, then it is actually deposited according to them. I said, "So Jackson Hewitt has had my refund since January 19, correct?" The reply was "Yes."
I asked the very nice lady at the IRS (truly she was very helpful) if they have any record of Jackson Hewitt sending it back to them and that they (the IRS) is cutting me a check on February 5. She replied, "We have not received the money back, which is very uncommon. And even if we had, it will take up to 3 to 4 weeks for a paper check." She has absolutely no idea how Jackson Hewitt would know a date that they would be sending a check. Plus, my refund which Jackson Hewitt has had for almost 2 weeks now has not been returned.
I call the JH branch back and told them all the information that was given to me by the IRS, and they just couldn't believe that the IRS told me they have "no record of cutting me a check on February 5, because that is what her notes say." I asked her who at the IRS told her that, and she had no idea and that it just says that in the "notes."
I explained again, very nicely, that I will not wait any longer for my refund that clearly has been either sitting in their bank or spent by them. This is a $2000.00 refund that I was expecting on Friday, with which I had plans to leave for the weekend with my children, and with which I had promised to pay a debt off that day. Now, I have to tell my children we weren't going anywhere and look like a complete liar to the individual that I owe money for a loan.
I was told by the lady at JH that she would look into what is going on with my refund and will get back to me. I, of course, told her that I have heard that over and over again. She said, "I can't make any promises, but I will look into it." I asked for a corporate number and was given the 1-800 number. I called them and asked for the direct number to corporate and was told that I have to have an extension in order to speak to someone at corporate. I asked for a list of extensions and I was told it was "classified."
I cannot get a hold of anyone to give me my money that Jackson Hewitt clearly has and has had for several days. This is not a loan; it is my full refund, and they are sitting on it! I do not know where to go from here. I am afraid I will have to wait at least another 30 days to receive it, if I do at all! This service needs to be stopped immediately for conducting service. I have only started with the complaints. My next step is a lawyer, so now my refund is going to cost me an arm and a leg. Way to treat the general population that is just trying to get by with what we have, Jackson Hewitt. Very corporate of you!