Can't cancel subscription even after working with support

[mikefalknernd]

I now manage the finances for my father-in-law. He is almost 97 years old and has dementia. He signed up for a TurboTax subscription years ago before I was involved and it appears that he often created new accounts when he couldn't log in.

He is getting charged for TurboTax every year and I can't get rid of the annual fee. I contacted Intuit last year and, after doing all of the special questions and steps needed to verify identity, I got a list of accounts from them. I deleted the three accounts. There is still another out there but I can't find it.  

How do you contact their billing department to give them the charge information? I don't want him to keep getting charged $84 for something he doesn't use.

[SteamTrain]

@mikefalknernd 

Contact Customer Support thru the following:

How do I contact TurboTax?

Use the term "Billing Issue" when asked about what help you are seeking.

Don't use the word "refund" anywhere until you get an actual person on the phone.

[VolvoGirl]

Did you try the account recovery lookup?  How to view all your accounts
https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/many-intuit-accounts-...

First LOG OUT of whatever TurboTax account you're logged into right now. Then use this TurboTax account recovery website to get a list of user ID's for an email address. Run the tool against any email addresses you may have used
https://myturbotax.intuit.com/account-recovery/

Something else you could do is close that credit card and get a new one so it can't get charged.  

[mikefalknernd]

Thanks. I tried the account recovery last year when the charge hit his account. It took a lot of effort but I got a list of possible accounts. I deleted all of them but the charges still come in. In some cases, his emails are old (like Compuserve and AOL!) and no one knows how to get into them. 

I don't want to close his credit card. He's had it forever and there is stuff linked to it. Plus, if something goes wrong, he's unable to participate in the conversation. The charge card company is very insistent that he answer all questions and they are pretty harsh with me on the phone if I step in to help. Very frustrating.

Thanks for the quick responses and great ideas! I may try the recover site again. 

[mikefalknernd]

Thanks. The support people were helpful last time but very tentative about helping due to privacy issues. They wouldn't know if I'm a scammer so I understand that they have to be careful. They would only provide the account recovery link and I cleaned up a lot.

I'll try a few more things and then eat the $84 each year because of all the effort it takes to stop this nonsense.

I appreciate the quick reply and ideas!

[VolvoGirl]

Doesn’t he get an email each year when they are going to charge for the Advantage auto-renewal?   And when it’s ready to download?   That should tell you what email address is being used.   If he hasn’t deleted his emails I would check back through them and check the spam or junk folders.   Gee, if you can find his Advantage account you could download and use the program yourself.  

[mikefalknernd]

Thanks for the reply. The problem is that I can't figure out what email he used to buy the subscription. I have already found three different emails that he created and I canceled those subscriptions. There is some email account out there that is getting the notice of renewal but he no longer is able to remember what he did. So, when you try to talk with support, they want the email address so that they can verify his identity. If you don't know what the address is, then they try an account recovery list with possible emails. That stopped three accounts but there is another one out there that is hitting him with charges.

Turbotax doesn't have a tool to handle tasks that people do when their minds are not working as good as they did.