PaulB246

Thanks for your reply. I did purchase a promotion that you sent me in February. Silly me for thinking you would send me something that was in my best interest and making everything clear from the get-go. Had I bought it at Staples, I'd be paying half! I'll see if I'll fork over the extra $16.80 or simply mail in their returns as they are not very complicated. It won't break my bank either way, but you just lost a long-standing customer. Not the best way to run a business. Acquiring a new customer can cost five times more than retaining an existing customer. Increasing customer retention by 5% can increase profits from 25-95%. The success rate of selling to a customer you already have is 60-70%, while the success rate of selling to a new customer is 5-20%.

Ok, so I was told I only purchased the Family Head without dependents. I didn't even know I could actually do that! This is the fourth (and last) year that I've used this service. You guys should know by now what my profile is. I followed a link that you emailed to me that was supposed to save me 15%. Instead I am now forced to end up paying a whopping 31% more than I did last year. For the same number of returns!! For 2022 I paid $38.36 for me, my wife and 2 dependants (all in). Now, the deceptive marketing and misleading use of "Family Head" will cost me $33.57 + $16.80 = $50.37 or a 31% increase over last year. To add insult to injury, you can purchase the software at Staples for about half of what I am now being forced to pay and even have an additional 4 of low income (which my dependants are). Also, only informing the user after all information is entered and time is already invested is not very fair; I feel as though I am held hostage. Shame on you for price-gouging long-standing customers by using deceptive marketing and ambiguous terms. Your message of paying for Family Head's File (which I did) and not dependants shows that there was a change in the definition and this message was not updated. I will be posting this on Reddit and other forums (an email to Rob Carrick?) as well to warm others of these deceptive techniques.

Hi, I purchased the Family Head + Spouse, but now when I try to view my dependents' returns it tells me I have to pay for the Family Head's File, which I already paid. I could successfully submitted both my and my spouse's returns. Screenshots below. Please advise. PB

I have this problem in 2024 with employment only in Ontario? The amounts on lines 14 and 26 are identical. How to fix? NVM. Problem solved