The year atop all my 2016 Federal Forms on the PDF FileLate.com emailed me were blocked out and illegible. Online Customer Support Representative "Amber" initially dismissed my concerns, and claimed all 2016 FileLate.com Federal forms had the same problem so it shouldn't be an issue for the IRS to receive an illegible tax return. Amber later claimed there was no 2016 Federal Form problem visible on her end, and rather than answer my question about how I can download my PDF from the FileLate.com website or where I could locate it on the FileLate.com website, she ignored my questions and concerns and insisted "for security reasons" that I call to speak on the phone to resolve the matter - or she would have them call me. When I spoke to Peter in customer service, he did not ask me any security questions to verify my identity. Peter stated that the person handling my return would not be in the office until later today, and would re-email me my PDF later. Ultimately, FileLate.com charged me $99 for an ineligible PDF of my 2016 tax returns, and online support incited customer frustration and disappointment. Karen D, FORMER FileLate.com Customer Here is the copy/paste of the online interaction: Amber+− Hi! How may I assist you? 10:00 AM All our agents are busy chatting right now. Please hang on for a couple of minutes. 10:02 AM KD: Good morning. I received the PDF of my 2016 Tax Return; however, the year atop all the forms are blocked out with a black block... There's no way to read the year on them... 10:02 AM AMBER: All default forms for 2016 are the same, I do understand what you meant by it being dark, it should not matter if you are paper filing the return 10:04 AM KD: But there's no way to know the year without the W2s attached to it... 10:05 AM AMBER: If you are paper filing, you are supposed to attach copies of the W2 forms with it you cannot solely mail the tax returns without the income forms attached to them. 10:06 AM KD: That's not the point. If the W2s become separated from the forms, there's no way to know the year. I am submitting multiple years in-person at the IRS building. Please fix the 2016 form. 10:07 AM AMBER: You can call our phone customer support and pehaps someone can look into it further for you, I have populated the form for your 2016 and there seems to be no issues at all on our end. You cannot separate the W2 forms as it is a given, that whenever we file paper returns, we need to include copies of the income forms that we reported on the tax returns 10:09 AM Should you need to call our phone customer services, you can dial [protected] 10:11 AM KD: When you open the PDF, you see the year "2016" atop the form? If so, please email me that PDF. Possibly the one originally sent was corrupted... 10:13 AM AMBER: You can call our phone customer services as the form I am populating has no issues 10:14 AM [protected] would be the number to call 10:14 AM KD: You're not helpful. I WILL NOT use your website ever again. Your (meaning YOU specifically) customer service lacks care for the customer, and YOU are the reason your company just lost a customer. 10:15 AM Amber: I have checked our end Ms. KD, as I have mentioned, regardless if we re-request for them to reupload your returns, it will come out the same way 10:16 AM if you need them to take a look into it further, you can call our phone customer services [protected] 10:16 AM KD: What you stated was, " I have populated the form for your 2016 and there seems to be no issues at all on our end." I requested you email me that PDF and you responded be telling me to call customer service. 10:19 AM AMBER: If you'd like I can have someone from our phone support give you a call 10:19 AM KD: No. I want you to email me the PDF. 10:20 AM AMBER: I will just need your phone number 10:20 AM KD: Why won't you email me the PDF? 10:20 AM How can I access it on the website? 10:20 AM AMBER: I have emailed our phone support to give you a call back 10:21 AM you should be receiving a call from them shortly 10:21 AM KD: Amber, where is my 2016 form on your website? 10:21 AM AMBER: Is 703-7XX-XXXX a good number 10:21 AM KD: And why are you adamant about not assisting me? 10:21 AM AMBERr: No one is adamant with assisting you 10:21 AM you seem to want to get your issue resolved and unfortunately the systems I am looking at does not show me any existing issues with the form that was emailed to you prior 10:22 AM And for security reasons, we cannot just email a PDF again without verification 10:22 AM so as mentioned, I have emailed our phone support and someone should be in touch with you within a few mins. 10:23 AM KD: I'm screen shotting this string and sending it to customer complaints. Your comments in the string prove you are unwilling to email me the PDF... and you say "for security reasons, " but you appear to know my phone number to have pasted it in this string, so how much more security do you require to re-email what may have been a corrupted PDF... if I can't see the year, but you can. 10:24 AM KD: ? 10:24 AM AMBER: Per our phone support, they are going to call you so they can look into it further with you 10:24 AM Absolutely, you can do whatever it is that pleases you 10:24 AM per our phone support, they were trying to call you back but is receiving no answer 10:25 AM KD: Amber, I'm glad you do not represent my company. You are apathetic when it comes to customer concerns and care.