Charged twice from TPG - Bank Fees and Turbo Tax PRODUCT Fee

[smotyka]

Hello,

I just received me settlement and noticed that I'm being charged an addition $110.00 in fees from SBTBG for services and the Turbo Tax Product.

I submitted my taxes via E File via Turbo Tax Premier which I had already purchased with the option to have my charges subtracted from my refund of which I was charged $40.00 and I was given the net refund that I would receive.  Ok with that.

Today I received notification that my refund was on the way - but I saw that the refund was reduced by another $110.00. Another $40.00 bank charge and a Turbo Tax Product Fee of $70.00 for software that I already paid for. 

I called TPG Bank and after finally getting through to talk to someone, the support person told me that Turbo-tax issued these double charges and that I would have to take this up with them. Note that I read the fine print and there was no reference for charged an addition after that fact bank fee and product fee.

Does anyone know how I can directly contact a support person at Turbo-tax to get this resolved? I tried the [phone number removed] number and was direct back to this area.

Thanks, Steve

[mesquitebean · Accepted solution]

@smotyka    wrote   "I submitted my taxes via E File via Turbo Tax Premier which I had already purchased with the option to have my charges subtracted from my refund of which I was charged $40.00."

You didn't mention exactly what product you used, but I'll assume it was Online TurboTax.   Hopefully,  you didn't buy a CD/download product, but then used Online TurboTax by mistake.  We have seen that happen before.  This answer is going to assume you used Online TurboTax for everything.

When you choose to pay out of the Federal refund, you're not actually paying at the time of efiling; it's not an upfront payment.  You are postponing it to be taken out when your refund arrives from the IRS at SBTPG's bank.    So it's not clear what you mean by "already purchased."

There is a 39.99 service fee when one chooses that option to pay out of the Federal refund.   It's paid at SBTPG when they process the refund.

Your situation is not clear, and it can't be resolved in this user community forum anyway.  Here's how you can phone TurboTax Support, and they can question you to see what you are experiencing.  If you were actually double-charged, they should be able to fix it.

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

In those FAQ instructions, if you're using Online TurboTax, you should first try the "Talk to a Specialist" method which may route you to the correct department.  If you have to enter some keywords, say billing issue..  It also shows a phone number to use, if necessary.

[smotyka]

Hello,

Thank you mesquitebean for your response and for the suggested directions to resolve. Appreciated.

I was Not double billed and sorry for my submission.

After talking to a Turbo Tax customer, I was directed to go to the IRS refund web page and it was the IRS that had reduced my refund by nearly the amount that I owed Turbo Tax.  Thus the confusion on my part.

The rep mentioned that there a quite a few of these issues right now.

Again, thanks for the response and suggestions.

[mesquitebean]

You're welcome.  I'm glad you were able to get some info on what is going on.

[Carmstwin]

I am so freaking tired of being scammed. I was charged by TPG products  for a $120 from my bank account.  I will never use turbotax ever again. I want my money back!  This is such a scam!  And there's no way to contact anyone. That's real sweet! I am very pissed.

[Carmstwin]

Good luck with that. I think we've been scammed.  I will definitely tell people not to use Turbo tax.

[mesquitebean]

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@Carmstwin wrote:

I am so freaking tired of being scammed. I was charged by TPG products  for a $120 from my bank account.  I will never use turbotax ever again. I want my money back!  This is such a scam!  And there's no way to contact anyone. That's real sweet! I am very pissed.

---

No one can know anything account-specific in this user community forum, but $120 sounds like it could be the product fees.     If you chose to pay for your product fees out of your Federal refund, that involves a third-party company SBTPG, and in addition to the products fee there is a $39.99 service fee (44.99 for California residents.)    

You wrote:  "charged by TPG products for $120 from my bank account"

I'm not sure what that refers to since normally any product fee debit is done by TurboTax/Intuit, but this is a user community forum, not a direct route to TurboTax Support.   Did you have a Federal refund that has been delayed a long time, so your bank account was debited for the product fees?   Was it the following?   Although in the following scenario, it should have been TurboTax/Intuit doing the debiting:

FAQ:  Why was my bank account auto-debited for the TurboTax fees?

https://ttlc.intuit.com/community/charges-and-fees/help/why-was-my-bank-account-auto-debited-for-tur...

You wrote:  "And there's no way to contact anyone."

I'll tell you below how to contact whichever party you're trying to reach.

SBTPG  has a phone contact page at the following link. It also shows their business hours.  Even when they are closed, you may be able to get automated info, or you may get some info by logging into SBTPG's refund lookup tool.

https://help.sbtpg.com/hc/en-us/articles/230084587-Contact-Information

Or if you're wanting to reach TurboTax Support:

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632