Complaint
Preparing the return is made conditional on accepting a new fee
In the reported cases, although the package fee has been paid, preparing the return is made conditional on accepting an extra fee or a new price quote. What work the extra fee covers and why it counts as outside the package is not explained in writing; when the customer does not accept the fee, the return is put on hold. At a time when the official deadline is running, this pushes the customer to accept the price without discussion. (Opinion: tying a return whose deadline is approaching to a new fee means negotiating the price through the customer’s legal obligation.)
This card describes a complaint type rather than one incident; details may vary from report to report.
How to recognise this situation
- A new fee is requested for work within the paid package.
- Work does not start until the extra fee is accepted.
- No itemised breakdown of the extra fee is given.
Questions to ask the provider
- Which returns does my paid package cover; can you send it in writing?
- What work does the extra fee pay for, and why is it outside the package?
- Do you commit to filing the return on time while the fee question is resolved?
What to do about this type of complaint
Judge the price against a published price list and a written scope, not against a quote alone; have the renewal rule written into the contract and compare with the listed prices of providers on the e-Residency Marketplace. Pay by card where possible so that a dispute route stays open if the service is not delivered.
Related guide sections:
Similar complaints
- Global Estonia pricing: a different price for the same service every year
- Arbitrary pricing: no published accounting tariff, quotes depend on the person and the day
- Global Estonia prices are high: far above listed providers for the same scope
- Fees by “number of transactions”; they do the counting and never show the breakdown