I've issued a product refund on TurboTax two weeks ago. The status says "Your Refund status is Closed" so I asked a call but they never called me back. What can I do now?

[hiro2203]

I've asked for a product refund on TurboTax and issued the request two weeks ago. The request status says "Your Refund status is Closed", which I don't know what it means. So I asked to talk to a specialist again but they never called me back. What can I do now?

[xmasbaby0]

You do not mention why you asked for a refund.   No one in the user forum can see your account or help with billing issues.   You will have to contact customer support again to see what --if anything--- they are doing.  Do not use the word "refund" in your request.  Use the word "billing" or your request will be routed toward income tax refund issues.

To call TurboTax customer support

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

Customer support is available from 5 a.m. to 5 p.m. Pacific time Monday-Saturday.

[hiro2203]

I made tax return files with TurboTax online on the due date but the software said I needed to add some info and file it by mail because I didn't earn any money last year, which was impossible to file within the day. It gave me uncompleted files cost me $110 and of course I couldn't use them so asked for the refund.

I called them for the first time and said they'll write me back within 7 business days but after 2 weeks I haven't heard anything so I called again a few days ago. I got answered that I just need to wait.

So am I not qualified to ask for a refund? I wish the software could have told me that I have to mail them on that day before I made the payment. I still haven't heard anything from them but it's been 3 weeks already.

[hiro2203]

It's been 6 weeks since the first email I got from them but still I haven't heard anything yet. The email said 5-7 business days. Why does it take so long? Do they want me to silently give it up?

[xmasbaby0]

As explained earlier---no one in the user forum can help with billing issues.  We have no access whatsoever to account specific information.    And it is still unclear from what you have said here whether you actually completed your return and filed it.   The fee is the same with online TurboTax whether you e-file or mail the return in an envelope, so if you finished preparing it, printed it and mailed it, they are not going to give you a refund.   That might be why it says the case was closed.   But we cannot see your account or your return.   

Have another discussion with customer support to see where you stand.

To call TurboTax customer support

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

Customer support is available from 5 a.m. to 5 p.m. Pacific time Monday-Friday.

No one in the user forum can resolve a billing issue.  If you have a question about your TurboTax fees or billing, make sure you use the word “billing” in your request for help.  Do not use the word “refund.”

[DoninGA]

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@hiro2203 wrote:

It's been 6 weeks since the first email I got from them but still I haven't heard anything yet. The email said 5-7 business days. Why does it take so long? Do they want me to silently give it up?

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Only TurboTax support can assist you with this issue.  This forum cannot resolve any type of account issues.

You will need to contact TurboTax support.  Use the key words Billing Issues

Support is open from 5am to 5pm Pacific time, Monday thru Friday

Use this website to contact TurboTax support during business hours - https://support.turbotax.intuit.com/contact/

Or -

Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax

[eholshoe]

I have had the same issue! I have been seeking a refund for TurboTax Online for 6 months now. I was having so many issue trying to file with TurboTax this year that I decided to switch to a different service and requested by $170ish dollars back.

On a phone call with a representative following up on this issue, I was prompted to fill out a digital form (this is the first time they have prompted me to do so). When I have followed up with this form, I got the same respond: "Your Refund Status is Closed." I'm not sure what that means. 

[xmasbaby0]

@eholshoe No one in the user forum can help with billing issues or your request for a refund of your fee.   Generally if you went far enough in the online program to pay, then they will not issue a refund.   But only customer support can resolve it.   Talk to them again and get them to explain to you what they meant when they said your case is closed.

[hiro2203]

I have never heard anything back from them since I first posted. It is sad that they treat us like this. I hope this will help others with a similar issue. Although I already gave up my case.

[xmasbaby0]

@hiro2203 You are the only one who can contact customer support on your own behalf.   No one in the user forum can help with billing issues.  We are other users--volunteers---who do not work for TurboTax.   You have not told us what went wrong or why you did not finish filing with TurboTax.   If you had trouble with e-filing you still could have printed and mailed your return, which is likely why they will not give your money back.

[jm-2275]

I feel your pain.  I purchased full service on Feb. 12, 2022.  On Feb. 13, I realized that my 2021 tax filing was going to be unique and complicated this year and a TurboTax agent was not the right fit.  I called and the auto agent sent me a link for the refund form.  I filled it out, but it goes nowhere.  There is no submit button - nothing.  I left a message in my account because there was no other way to reach anyone.  No one contacted me.   I called Feb. 13 and spoke to an agent for over 30 min.  She said the Live Agent department would send me an email within 24 hours to confirm the refund.  7 days later I had received nothing.  Tried the online form again.  Nothing.  Called back and spoke to another agent today.  I was on the phone for 40 min and she told me that she had no authority to issue refunds and that the Live Agent department was investigating.  They would respond to me in 72 hours.  This is ridiculous.  I purchased a product, realized it was the wrong one, had not utilized anything to do with the product.  The refund form doesn't work.  The customer service agents have no authority to do anything.  The Live Agent team will not contact me.  TurboTax is purposely blocking my access to a refund of money for a product I never used.  There is no other number to call, no other link to follow, no other form to fill out, no other email to contact.  Shady business.

[hiro2203]

I am so sorry to hear that. It's just miserable that we all will have to give up after such long-time struggles...

[hiro2203]

A few days ago I was asked about the refund via the private message and finally had them processed the refund. Apparently it could take 2-3 weeks so I'll post how it went once it's done. It'd been 10 months since I requested it and I can finally rest in peace

[hiro2203]

I finally got the refund on 03/01/2022. It is worth waiting for 11 months. Also hope this discussion helps others in the future!

[Malena177]

Same issue as other users. This is not helpful.