Filing a complaint after being promised a refund, but then didn't get it

[JanetA]

Who do I contact to file a formal complaint and get some resolution?  There were some major inconsistencies and glitches in the state software. I attempted to chat or talk with 8 different agents, and spent over 10 hours trying to resolve it, but no one could and agreed that there is something wrong with the software.   

The last agent I spoke with asked me if I wanted a refund for state and I said yes. He sent me a link to request the refund and said it could be up to five days before I’d get it. So then I hired someone else to complete my state taxes but I got a message back saying that because I bought an online product, I can’t get a refund. The agent knew it was an online product. I chatted again and was told to resubmit my refund request so I did, but not one responded. I just spent another hour on chat and even they can’t tell me how to file an official complaint. It’s unethical that Turbotax promises a refund, but retracts that.

Since I can’t get anywhere with Turbotax, does it do any good to file a complaint with the BBB or attorney general?

[SForrestLO]

For further assistance, please see our TurboTax Satisfaction Guaranteed refund policy.

[JanetA]

That is the link they sent me to, telling me online products aren't eligible for a refund. However, this was after the agent told me that I'd be getting a refund. I relied on that information and hired someone else to do my state taxes. Is there a way to file a complaint with turbotax?  I've been trying to resolve this for a month. Do I just contact the BBB? I see there have been over 3000 complaints and they only have a 1.09/5 rating. 

[SForrestLO]

For further assistance, please contact support. 
This FAQ will provide you with the steps to contact an agent. 
Customer support is available from 5 a.m. to 9 p.m. Pacific time daily.

[JanetA]

I have contacted them several times. One agent told me to resubmit the request so I did. Then, I chatted three other times (all over an hour).  They have me holding as they're checking into how to file a complaint, but they keep sending me to the original link that you posted. I think this is ridiculous. I've used Turbotax for over 20 years, and I can't believe how customer service can't help me nor can they direct me anywhere.