Reply from E-file.comMar 8, 2024
We looked into your account and when comparing it to your previous filing with us, it appears that you may have missed a digit in your bank account number. Now, we offer prior year users the ability to pull forward the information they used in their previous return, but unfortunately, it looks like you opted not to do this. I apologize for the trouble that you've have had with this.
As for the fees you spoke of, it appears that you chose to pay for our tax software with the proceeds of your refund rather than a credit or debit card. When taxpayers select to pay with their refund, the refund goes to a third-party financial institution, when the financial institution receives a taxpayer's refund, they pay us for the software and deposit the balance to the customer. There is a service fee that is charged by the financial institution. We have tried to partner with a financial institution that provides a lower fee, but there is a cost associated with this. There is no fee for paying with a credit/debit card.
Now, in this instance, when a taxpayer’s refund cannot be transmitted to them using the bank information that they’ve entered, the financial institution would remit the proceeds in the form of a paper check. There is a fee charged by the financial institution when they are unable to transmit the funds electronically and need to re-issue a paper check, this is not a fee that is charged or received by E-file.com.
Once a tax return is transmitted and accepted there is unfortunately no way for us to adjust the banking information. For your reference, I have included the information from the Refund Transfer Agreement that you signed prior to filing your return:
"Note: To ensure that there are no delays in receiving your refunds, please contact your financial institution to confirm that you are using the correct RTN (routing) and account number. If the deposit to your designated bank account is returned to Bank for any reason, including due to you or your representative entering your account information incorrectly, the tax refund balance minus a $30.00 returned item processing fee (the "Return Item Fee") will be disbursed to you via a cashier’s check mailed to your physical address of record. Bank and Servicer are not responsible for the misapplication of a direct deposit that results from error, negligence or malfeasance on the part of you or your representative. In cases where Bank has received your tax refund(s) but is unable to deliver the funds directly to you, funds may be held at Bank until claimed or returned directly to the Internal Revenue Service ("IRS") or state taxing authority."
I am very sorry that your experience was poor with the financial institution who we partner with to help facilitate the pay with your refund option. We have taken note and appreciate your concerns.
