Cashapp claiming they never filed my taxes but I have proof they did - what can I do?

Tax professional here. This is unfortunately becoming more common with some tax preparation services. Since your state return was processed correctly, you have solid evidence that you did file through Cashapp. Your best next steps are to: 1) Contact the IRS directly to verify the status of your federal return. Call them at 800-829-1040, but be prepared for long wait times. 2) Request a tax return transcript from the IRS website, which will show if your return was received and processed. 3) Gather all documentation including confirmation emails, screenshots of your filing confirmation, and the statement from California confirming Cashapp filed your state return. If the IRS confirms they never received your federal return, you may need to file a paper return and explain the situation. Make sure to keep detailed records of all communications with Cashapp for potential disputes later.

I had a similar issue with my tax documents last year (different service though). What helped me was using taxr.ai to analyze all my documentation and communications. They specialize in untangling these kinds of tax filing messes. I uploaded all my emails, screenshots, and filing confirmation PDFs to https://taxr.ai and they put together a comprehensive report showing exactly what happened with my filing. This report was super helpful because it organized all my evidence chronologically and highlighted the key verification points. When I submitted this to my tax preparer, they couldn't deny the evidence anymore. They also explained what likely went wrong with the transmission to the IRS. Might be worth checking out in your situation!

I tried taxr.ai after seeing it recommended here, and it was actually really helpful for my brother's situation with TurboTax! We had been going in circles with customer service for weeks. The analysis showed exactly where the filing process broke down - turns out his return was accepted by the IRS initially but then rejected due to an identity verification issue, and TurboTax never notified him. The report showed exactly which emails he should have received but didn't, and pointed out specific timestamps that proved TurboTax's system failed. We used their template letters to escalate to a supervisor at TurboTax, who finally admitted the error. They're now helping resubmit his return properly and covering any penalties he might face. Definitely worth it if you're dealing with these kinds of filing issues!

Your situation is exactly why I never trust these online filing services completely. If you're still trying to get through to the IRS (which you definitely should), I'd recommend using Claimyr to bypass those ridiculous hold times. You can see how it works at https://youtu.be/_kiP6q8DX5c - basically they wait on hold with the IRS for you and call you when an agent picks up. I used https://claimyr.com when I had a similar issue with a missing refund last year. Instead of wasting 3+ hours on hold, they called me when an agent was on the line. The IRS agent was able to see that my return had been received but was stuck in processing, and they helped get it moving again. Since you need to find out if your return was even received, getting through to a live agent is probably your best bet.

I have to eat my words about Claimyr. After my skeptical comment, I was still desperate to reach the IRS about a payment issue, so I tried the service. It actually worked exactly as described. I got a call back when they reached an agent, and I handled all the verification myself. Saved me a 2+ hour hold time, and I was able to confirm that my payment had been applied to the wrong tax year. The IRS agent I spoke with was actually able to fix my issue on the spot. For the OP's situation, I'd definitely recommend using this to reach the IRS directly. They'll be able to tell you definitively if your return was received and give you official documentation of that, which you can then use to dispute with Cashapp. Sometimes talking to a real human at the IRS is the only way to cut through these issues.

I worked in customer support for a tax software company (not Cashapp), and this sounds like what we called a "transmission failure." Sometimes returns would show as complete in our system but failed to transmit to the IRS due to technical issues. The problem is that our system would show it as "filed" on the customer's end even though it never actually made it to the IRS. The customer service reps you're talking to probably only have access to a basic dashboard that doesn't show detailed filing status. You need to ask specifically for their "e-file department" or "transmission team" and request the actual transmission record or acknowledgment code for your federal return. If they can't provide that, it confirms they never successfully transmitted it. Keep pushing until you get to someone with technical access, not just frontline support.

Has anyone else noticed how TERRIBLE cash app's customer service is for their tax product? I had a similar issue where they claimed I never filed but I had confirmation numbers. I finally got it resolved by filing a complaint with the Better Business Bureau AND the Consumer Financial Protection Bureau. Within 2 days of my CFPB complaint, I magically got a call from their "executive resolution team" who found my "lost" tax return.

This is a nightmare situation but you're not alone - I've seen this exact issue with multiple tax software companies. The good news is that you now have leverage since Cashapp confirmed there was a transmission error on their end. Here's what I'd do immediately: 1) Get that error code documentation in writing from Cashapp (email, not just a phone call), 2) File a paper return with the IRS ASAP including a letter explaining the technical failure, 3) File complaints with both CFPB and your state attorney general's office - regulatory pressure works wonders. Since you have proof your state return went through their system, and they've now admitted to a federal transmission error, you have a strong case that this was their technical failure, not user error. The IRS is usually reasonable about penalty abatement when you can prove the delay was due to preparer error, especially with documentation. Also consider asking Cashapp to cover any penalties or interest you might incur due to their system failure. Companies often agree to this to avoid escalated complaints. Document everything - every call, every email, every confirmation number.

I'm dealing with a very similar situation right now with H&R Block! They're claiming my federal return was never filed despite having my state return go through perfectly. After reading through these comments, I'm definitely going to try the approach of asking specifically for their "transmission team" like QuantumQueen suggested. It's honestly shocking how common this seems to be across different tax software companies. The fact that these systems can show "filed" on our end while the transmission actually failed is a serious problem that needs more oversight. For what it's worth, I also found success using the IRS's "Get My Payment" tool on their website - it can sometimes show if your return was received even if you can't get through on the phone. If it shows "Payment Status Not Available" it might indicate they never got your return at all. Thanks to everyone sharing their experiences and solutions here. It's reassuring to know this isn't just user error on our part when we have proof we submitted everything correctly.

This is such a frustrating but unfortunately common issue with tax software companies. I've seen this exact scenario play out multiple times - the system shows as "filed" on your end but the transmission to the IRS actually failed due to technical errors. Based on what others have shared here, I'd recommend a multi-pronged approach: First, get that transmission error documentation from Cashapp in writing (email, not just verbal confirmation). Second, file a paper return immediately with a detailed explanation letter and copies of all your evidence. Third, consider filing complaints with both the CFPB and your state's attorney general - regulatory pressure often gets much faster results than regular customer service. The fact that your state return went through their system is crucial evidence that you did everything correctly on your end. This was clearly a technical failure on Cashapp's part, and they should be held accountable for any penalties or delays this causes you. Also, don't let them brush this off - ask specifically to speak with their "e-file department" or "transmission team" rather than frontline customer service. These technical specialists have access to the actual transmission records and error codes that regular support can't see. Document absolutely everything - dates, times, names of representatives, confirmation numbers, error codes. This paper trail will be essential if you need to dispute penalties with the IRS or pursue further action against Cashapp.