4/2/2025
TurboTax Customer Service Intuit Inc.
Subject: Complaint Regarding Forced Upgrade and Predatory Business Practices - Account
Dear TurboTax Customer Service,
I am writing to express my extreme dissatisfaction with my recent experience using TurboTax. I was intentionally misled and forced into upgrading to a more expensive version of your software that I did not need, and I want to formally complain about these predatory business practices.
I initially intended to use a standard version of TurboTax suitable for my simple tax return. However, I encountered a feature or prompt that strongly suggested or even required upgrading to the "Premium Live" version. I recall a message stating something along the lines of "don't worry, you can downgrade later." Based on this assurance, I proceeded, believing I could revert to a more appropriate and affordable option.
However, I have now discovered that I was inadvertently tricked into a situation where downgrading is impossible without completely starting over. It appears that by clicking on a certain button, which was not clearly presented as a binding commitment, I was locked into the "Premium Live" version. This is unacceptable. I specifically attempted to find a way to downgrade, as promised, but found no clear or easy option, only the prospect of losing all the information I had already entered.
As a direct result of your deceptive tactics and the cumbersome process you created, I was forced to abandon TurboTax altogether. I successfully completed my tax return using freetaxusa.com, which I found to be less cumbersome and, importantly, completely free for my needs.
This experience with TurboTax has been incredibly frustrating and has made me feel like I was deliberately manipulated into paying for a service I did not require. Your "Premium Live" feature, which was seemingly forced upon me with a false promise of easy downgrading, appears to be nothing more than a way to inflate profits at the expense of your customers.
Please consider this my formal complaint regarding your misleading practices and the forced upgrade. Be assured that I will never use TurboTax again, and I will be sharing my negative experience with others. Your predatory business practices have lost you a customer permanently.
Good riddance.
Sincerely,
Unhappy former customer
