As a Canadian, I chose UFile to prepare my tax return, mainly because I wanted to support what I thought was a Canadian company — especially with the ongoing political tension between the U.S. and Canada. I’m not a computer wizard, but I can easily follow clear, well-written instructions and usually navigate software without any trouble. So I wasn’t expecting the frustrating mess that followed.Today, I had to contact UFile to correct an issue that even the CRA couldn’t help with. I called their customer service line and waited on hold for 15 minutes — despite their automated voice message claiming the wait time was only 9 minutes. When someone finally answered, she rattled off her name so fast it was completely incomprehensible. I politely asked her to repeat or spell her name, and instead of helping, she hung up on me.Frustrated but determined, I called back immediately. This time, I only waited 4 minutes before someone picked up. Although it was a different person, she seemed to be of the same ethnicity and was just as incomprehensible. She didn’t even bother to introduce herself. When I asked who I was speaking with, she slammed the phone down on me, just like the first one.I still have several other returns to file, but I will definitely not be using UFile again.Also worth noting: I had to pay for both my wife's and my return before I could even forward the completed documents to the Federal and Provincial governments. And now that they've accepted my payments, I’m currently waiting on the phone — with the call timer showing 50 minutes and 52 seconds — in the hopes that someone might actually resolve this issue.Oh — and let’s talk about their slogan, proudly displayed on the homepage of their website:“It’s easy. Start for FREE. File your personalized income tax return. START FOR FREE. Includes free telephone, email and community support.”BS!If you’re counting on that “free support,” you better start your taxes in January if you want even a chance of having everything filed by the end of April. Between the false advertising and the absolutely unacceptable customer service, this experience has been nothing but a headache.UFile let me down completely — and I strongly encourage others to think twice before trusting them with something as important as your taxes.
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Prepare Canadian federal and Quebec tax returns online and file them electronically to the CCRA and to the MRQ via Netfile.