MEMPHIS, TN— The CEO of Mo’ Money Taxes offered an apology but says the refund delays aren't his company's fault.
"I apologize for any inconvenience that you were caused. Trust me you will get your refund. We can not hold your refund by the internal revenue regulation,” said Mo’ Money CEO Markey Granberry.
He says it all goes back to a processing company Mo’ Money utilizes but now the problems are solved and he is asking customers to be patient. The CEO claims everything from computer glitches to the IRS processing is fixed. Granberry says next week there should be a batch of checks going out to his customers.
Mo Money's corporate office in Whitehaven was open for business Saturday after closing its doors Friday when Memphis Police officers were called in to control angry customers.
"There was police back to back, people clowning, hollering about dig their money out of the grave, it's just crazy," said a customer Edna Flowers. She’s been going back to Mo’ Money all week trying to get her refund check.
It's been a crazy week for Mo' Money. Granberry says the problem was the processor they used when they started filing taxes in January. On top of that, he says the IRS was doing "maintenance" upgrades which caused more delays.
"This is not a Mo’ Money/Money Co USA problem this is a systematic problem and company wise our company states we don't guarantee refunds, we guarantee to prepare your taxes and electronically file your taxes,” Granberry told abc24 news.
Customers say those are just excuses.
“It is their fault. How is it not their fault? Everything is out of order, out of place, whatever but then when they sit here and hide in the office, slam their doors I mean we've seen all of that all this week,” said Flowers.
“It's not that they deceived us they're just not taking care of business,” said another customer Cornelius Ison.
The problems are not only in Memphis. Mo’ Money locations in Norfolk, Virginia and Chicago are also seeing delays in handing out people's refund checks. People complained so much the BBB gave them an "F" rating but it didn't seem to bother Granberry one bit.
"The reason we were rated an F because I'm going to be honest with you we've been so busy we just didn't respond to those letters, we just didn't respond. We just didn't respond to any complaints at the time we were being rated,” said Granberry. "My main concern is that customer that is sitting in front of me, not the BBB."
When I asked why he didn't respond to those complaints this is what he told me: "Like I said ma'am with all due respect my customer base is growing, my customer base is growing, it's not depleting."
There are 300 Mo’ Money offices located in 17 states across the country. They file about 50,000 taxes a year. The CEO says he's been in business for nearly 20 years and plans to keep growing for another 20.