customer

Nov 12, 2024

Think twice before dealing with this company

This is a Synopsis of what occurred: 2012 client Unreliable support when it was most needed. The issue I have a client who needs to have his 2021 (yes 2021) tax return e-filed by Nov 15, 2024. If it does not get filed in time he will lose a large refund because of IRS statute of limitations on refunds. I moved recently and when I notified the IRS they changed my EFIN # (without my knowledge). So, when I attempted to e-file the return it was rejected. To compound the issues he and his wife on traveling separately and getting signatures is difficult. To: Support@drakesoftware From: vicsantucci Sent: Nov 08, 2024 at 07:28 PM EST Subject: My efin changed Hi, My EFIN changed and I am unable to efile a 2021 tax which has to be submitted by Nov 15, 2024. I have attached the IRS new efin number. Please make the appropriate changes. THERE RESPONSE DrakeSoftware Support Nov 8, 2024, 7:32 PM (3 days ago) Hi, Thank you for Contacting Drake Software Support. Below are the Instructions to change your EFIN number on your account: Registering an EFIN or Replacing a Previously Registered EFIN Submit a copy of your IRS e-file Application Summary showing a Provider Option Status of "Active" by uploading your document through the Support website. If you need to get a copy of your e-File Application Summary, see Drake Tax – IRS: e-File Application Summary. 1. Log in to the Drake Software Support website. 2. Click Account > Manage EFINs on the left side of the page. 3. On the Manage EFINs page: o Enter the EFIN you want to register with Drake Software.  If a multi-site, you MUST choose the sub office you want the EFIN registered to. If a sub-account EFIN is uploaded to the Master, it will change the Master EFIN. o Click Select File and choose your supporting PDF document for that EFIN. o Click Submit to upload the document to Drake Software for validation. 4. To confirm your upload, and check the status of your EFIN with Drake Software, review the list of registered EFINs at the bottom of the page. Please allow four hours for EFIN processing to be completed. The following are the codes you may see under the Status column: So why did they just send my request with the document required to me so the process could be started!! I immediately reach out to Drake support and was advised there is a another dept in Drake that has to process the change and they proceeded to give me a contact #. Never did they mention that this dept was not open on Saturdays (like the Drake support group is Plus it was a 3 day weekend. I requested they reach out to management in the dept in needed and they said they have no way to contact them. I also reach out to the CEO of the company with no response!!!! Mr. Halpin, First let me apologize for contacting you directly but I tried using Drake's support and they were useless. I have a client who needs to have his 2021 (yes 2021) tax return e-filed by Nov 15, 2024. If it does not get filed in time he will lose a large refund because of IRS statute of limitations on refunds. I moved recently and when I notified the IRS they changed my EFIN # (without my knowledge). So, when I attempted to e-file the return it was rejected. I sent a request to your e-file dept and it was acknowledged but not processed. I was advised by software support that it will take 3 business days until they get to work on it. Also, software support advised that they had no way of reaching out to the e-file management dept. In addition to working in the tax business I was also in the computer / programming business so I find it strange that one of your departments cannot contact another dept. ,if needed. This needs to be addressed ASAP or I will lose the client (he brings in 20K of revenue each year). Please reach out to your people to assist me. Thank you. I have worked for both small and large size companies in addition to the Federal government and customer support always came first. I understand Drake has their rules of procedure BUT there is always and exception, especially when this was a simple programming change. Also, example comes from management and if this is an example of how the new Drake direction is, it will fail. They did come through after all the hassle I was put through and I was able to get the return e-filed. The client was extremely upset so I waived my fee in order to keep the account.