Is Turbotax a scam?

[user17628882651]

I did my taxes through TurboTax for the first time this year. I was surprised to learn I would get a refund. So I sprung for the Live Support and an agent went through everything with me. I then submitted it, and again was told I would get a refund. I've been tracking that refund through the Intuit website, and it's been saying it's coming. Finally, I got a letter form the IRS, saying I actually owe 2740 dollars. When I look at Intuit, it's still tracking my non-existent refund. I now got a billd from Intuit for the Live Support and TurboTax, that was supposed to be deducted from my refund (which, again, I'm not getting). Does TurboTax take any responsibility for getting my taxes wrong, and therefore destroying my economy right before the holidays? I just called to find out, but the support no says that they are "closed for the holidays" and it's impossible to talk to a person. There is no holiday at the moment, so what gives? Am I supposed to pay for bad info and help, without even getting a chance to present my case to a person? This is starting to feel like a scam to me. Has anyone else had these experiences?

[xmasbaby0]

ACCURACY GUARANTEE

TurboTax provides do-it-yourself tax software.  TurboTax guarantees the calculations done by its software.   The information entered into that software is data entered by you, the user.   TurboTax cannot and does not check that information against any outside sources, so TT cannot know if you entered your information completely or correctly.   It is up to you to enter all of your information correctly and completely, and to check your tax return before you file it.  If you forget to enter some income, or enter it incorrectly, enter it in the wrong place, etc. then you may end up owing additional tax to the IRS and/or state.  TurboTax does not pay the additional tax you owe.   If TurboTax’s calculations were incorrect, and you owe penalties and/or interest, then TT will pay the penalties and interest.  The tax due is always owed by you, and must be paid by you.

If you need to enter a claim for the accuracy guarantee:

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

[xmasbaby0]

@user17628882651 ...."there is no holiday..."    Today is Veteran's Day---a federal holiday ----banks and post offices and many businesses are closed.  Customer support will become available again on Wednesday, 11-12-2025.   Customer support is normally available at this time of year Monday-Friday 5 a.m. to 5 p.m. Pacific time.

Did you choose to have your TurboTax fees deducted from your federal refund?  Is your refund taking an unusually long time to arrive?  Or was your refund seized to pay a debt you owed? if so, you signed an agreement that says TT can withdraw its fees from your account.  TurboTax would have sent several emails to you before they took the money out of your account.

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

TURBOTAX SAYS:

How do you justify debiting my account?

The provision is spelled out in the Pay With My Refund Agreement, which you agreed to when you opted to pay with your refund.

In addition, by clicking the "I Agree" button below, you electronically sign and authorize Intuit (through its third party processor) to debit the TurboTax Fees, Additional Products and Services Purchased and any applicable sales tax from your bank account number identified in the Agreement below, in the event that you do not receive a tax refund that is sufficient to pay for them.

How can I see my TurboTax  fees?   

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

[xmasbaby0]

@user17628882651 And....TurboTax is not "tracking" your refund.   TurboTax gets no information whatsoever from the IRS after you file your return.   Once you file your return, you have to track the refund yourself on the IRS and state tax refund sites.  TurboTax will never know why you ended up owing more----TT has no way to know if you owed child support, back taxes, etc.   The IRS sends you a letter to tell you if they change the amount of your refund.

Once your federal return has been accepted by the IRS, only the IRS has any control.  TurboTax does not receive any updates from the IRS. Your ONLY source of information about your refund now is the IRS.

You need your filing status, your Social Security number and the exact amount  (line 35a of your 2024 Form 1040) of your federal refund to track your Federal refund:   

https://www.irs.gov/refunds

To track your state refund:    

https://ttlc.intuit.com/turbotax-support/en-us/help-article/tax-refund/track-state-refund/L3jgO8PGs_...

[user17628882651]

So what would be the point of having the live support? If I'm trying to get help because I'm unsure of how this works (not an accountant) and I express this to the agent, "I feel like this is wrong, and I should be owing taxes?", they look it over, and say everything looks great. And then IRS says, no of course you owe us (about what I'd expected and saved, before I was promised a refund). What was the help I paid for? If the software gets it wrong, and then the live agent gets it wrong, what exactly was I paying for? Also, there's obvsl TurboTax agents here answering, they can surely keep the support open on a throwaway holiday that most people don't even get off. 

[xmasbaby0]

We are are not TurboTax employees.   The folks who are replying to your questions here in the user forum are other users like yourself --  strictly volunteers.    Some of us have answered so many questions that we have been deemed to be "Champs" by Intuit -- but we are not on the payroll.

To call TurboTax customer support

https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/contact-turbotax/L2y9...

Monday- Friday 5 a.m. to 5 p.m. Pacific time