ATX is in the first year of a new platform and complaints have risen about severe shortcomings in the program and many are coming from preparers who have used the program for years. "Many customers are successfully using the software to file their clients' returns. We have already processed millions of returns," the CSFS statement said. "However, we understand the challenges this has caused many of our customers, and we are working diligently to resolve them and ensure a successful tax season for all of them."

The statement reported that hold times have risen because it is "trying not to rush through each call as quickly as possible.We are staying on the line with each customer until we get all the questions answered. It can take time to handle calls that way, but we are trying to treat each customer the way we would want to be treated if we were calling."

CSFS said it is also using all communication channels available, such as e-mail, community boards, blogs and SFSTV, to respond to concerns and has "made contact with customers who have reached out to us."