CCH Problems Updated 6/21/19

It gets worse.

So @WKTAAUS direct messaged me to try to fix the problem after my post on 6/15/19, except so far the only follow up I received was on Tuesday, June 18th from the technical support of Scan and Autoflow. Maybe my previous post didn’t make this clear to CCH, but the Scan and Autoflow technical issues were resolved, it just took over a month to get an accurate answer to the technical question.

So to boil it down I have one current issue with CCH Axcess Tax, billing.

  1. I was informed my renewal would happen in October 2019

  2. I would not like to renew CCH Prosystems Fx Planning

  3. I want the monthly bills to stop saying “Elect File Rerun 5500 FD”. I have never prepared a form 5500 using their software nor have I ever e-filed one. And while the erroneous 5500 line item is there every month there is usually additional forms on my bill which I have not filed (for example, form “Elect File 2688 Ind Rejected FD”)

I messaged general support yesterday but they closed my issue without resolving my problem.

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CCH Axcess Tax Problems 6/15/19

 My Problems with CCH Axcess Tax (as of 6/15/19)

  1. I receive an erroneous bill every month since January 2019 for products I did not use.  This happens every month and I contacted general support about this and their response was to ignore these erroneous bills.

  2. The representative I was assigned to was unable to answer technical questions about the product he was selling me.  One example was whether or not I needed to purchase separate scan authorizations vs. autoflow authorizations.

    • The conclusion to this was I did need separate scan authorizations from autoflow authorizations which I purchased 500, but none were credited to my account until I contacted support, and it took several back and forth communications before my account was credited. 

  3. My product representative ignored all communications from me for 26 days and he only responded to my questions once I contacted general support and I told them my product representative would not respond to my general questions about the products I purchased and training. 

  4. When I asked for my product representative’s manager’s contact information he refused to give it to me.

  5. When my product representative left CCH no one told me.

  6. My former product representative gave me his manager’s information only after he was no longer with CCH.

  7. I contacted his manager during the CCH malware incident and asked her to let me know when she had time who my new product representative was.  That e-mail was sent 5/8/19 and has not been responded to.  I do not know who my new product representative is.

  8. I received a bill today for $5,880, when I was told by my old product representative my contract would run through October 2019.  I have been careful not to use any products or services which would incur an additional cost outside my initial contract for $7,875.

  9. I purchased training sessions in my initial contract but was never given any training on any of the CCH’s products I purchased. 

  10. Included in my initial contract signed on 10/19/18, I purchased a scanner, which after multiple follow ups did not arrive until January 2019.  I was told when I signed the contract that the scanner would arrive in a month from the date I signed. 

I do believe CCH is a good tax software product, but it’s unfortunate in an industry where I bill by my time, how much time it has taken to troubleshoot problems with CCH’s support.

Here are the products I purchased through CCH

CCH Axcess Tax
CCH Planning
CCH Scan & Autoflow