I filed 2 complaints with Turbotax and asked for a refund and still haven't heard back after a month. When should I expect their feedback?

[SweetieJean]

You are posting on a public user discussion forum.  Please contact TT Support.

[Torie Little]

You can expect a response when Hell Freezes Over.  I just tried to reply to turbotax emails and got rejected 5 times. Even though they stated, "TurboTax Online is designed not to charge the customer until after they choose to file," but that is exactly what happened after they took my payment in March. They admitted it was their mistake not to timely file my return when I paid them for the service. Not to file the return or timely remind me it is not filed is gross negligence. That is terrible service despite all of Turbo Tax  "guarantees."

[Critter-3]

Ok first I don't work for TT ... now some basic facts...

1) TT is a DIY program  and you are responsible for filling in all the information correctly and completing the interview until you can efile the return in step 3 of the FILE tab.

2) if for any reason the efile is rejected then you can mail in the return ... successful efiling is not guaranteed by the TT program or the fed/states.

3) once paid the online fees are non refundable ... the fees are for the use of the program to complete a return that can be filed even if you end up mailing it. 

[Torie Little]

Turbo Tax claims "satisfaction guaranteed," but admits they failed to timely remind me to e-file my return, and offered a 20% discount on Turbo Tax services next year because of their failure. Don't go putting the blame on me.

[Critter-3]

Ok ... I think it is generous of them to offer a discount on the future program however the satisfaction guarantee you mention is not valid on the online program.  

Our TurboTax Satisfaction Guaranteed refund policy

SOLVED•by TurboTax•398•Updated January 13, 2023

Please be aware that you only qualify for our unconditional 60-day money-back guarantee if you purchase a TurboTax CD/Download or a TurboTax Live with State product through a retailer or one of our authorized resellers.

Thank you for choosing TurboTax, the #1-rated, best-selling tax software

Our Satisfaction Guaranteed (or Guaranteed Easy) policy says that if you're not satisfied with your TurboTax product, you can return it within 60 days of purchase for a full refund.

You can read the fine print at the Intuit Software End User License Agreement for TurboTax Desktop Software. Enter Satisfaction Guaranteed (or Guaranteed Easy) into the Find feature in your browser to go to it quickly.

To submit a refund request online, simply fill out our TurboTax Refund Request Form. If you purchased a CD, make sure you send us all the packaging that came with your CD.

Related Information:

• What is the TurboTax Audit Support Guarantee?
• How do I request a refund for my TurboTax product?
• Offer details and disclosures for the Refund Advance program
• Account Recovery Request for your TurboTax Account
• How do I submit a claim under the TurboTax 100% Accurate Calculation Guarantee or 100% Accurate, Exp...

https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/turbotax-satisfac...

Does your unconditional 60-day money-back guarantee also apply to the mobile app?

No, our unconditional 60-day money-back guarantee only applies to TurboTax CD/Download products which are installed on computers and laptops.

Per our Terms of Service for the mobile app:

You may use the Service without charge up to the point you decide to print or electronically file your tax return. Printing or electronically filing your return reflects your satisfaction with software, at which time you will be required to pay for the Services.

What is your "Maximum Refund (or Tax Savings) Guarantee or Your Money Back" all about?

Simply put, our Maximum Refund (or Tax Savings) Guarantee says that if you get a bigger tax refund (or owe less taxes) through another tax preparation method, we'll refund the purchase price you paid for TurboTax.

As with any guarantee, there are stipulations — for example, you have to notify us within 60 days of filing your return in TurboTax, and your return must be identical to the return prepared using the other tax-prep method.

You can read the fine print at the Intuit Software End User License Agreement. Type "maximum refund" in the Find feature in your browser (usually listed under Edit) to go to it quickly.