D
David O'Connell
Context:
Advisors have flagged inconsistencies between the payment timing they communicate to clients and the language in our e-file acceptance confirmation emails.
Advisors typically tell clients that tax payments set up with auto-debit will be processed on April 15th (or the next business day if it falls on a weekend/holiday).
However, the confirmation email currently states:
"If you set up automatic payment, you are all set. The appropriate amount will be withdrawn or credited from your account in the next 1-2 weeks."
This discrepancy can cause confusion for taxpayers and potentially erode trust in the advisor’s guidance.
Impact:
Mismatched Expectations: Clients who expect an April 15th debit may become concerned if the email suggests a later date.
Increased Support Inquiries: Advisors and CS teams may receive unnecessary client questions about when payments will be debited.
Desired Outcome:
Update the e-file acceptance confirmation email language to accurately reflect IRS and state tax agency policies and the CCH default:
"1. If you set up automatic payment, you are all set. The appropriate amount will be withdrawn or credited from your account on April 15th (or the following business day)."