TurboTax/Intuit Does Not Stand Behind Their Guarantees

[NADamewood]

I just finished a 2.5 hour phone conversation with TurboTax representatives. Here is the TL:DR, followed by the finer points.
TL:DR - Intuit took payment after I completed my 2023 tax return. I completed the E-File process. Intuit did not file either my Federal or State tax returns. Half of my documents are missing from the documents section of the website. They constantly tried referencing emails not attached to my TT account, and "couldn't figure out why things didn't seem right" and "We can't figure out how you got to the final payment steps... with documents missing...". I am now facing penalties from the government, and TurboTax/Intuit is absolutely ignoring and gaslighting me with their fleet of shiny emblems they proudly display in every advertisement and on the website centered around "Satisfaction Guaranteed, or your money back!" or "100% accuracy, Guaranteed!".

• I took screen shots of the final steps of the 2024 return process this year... and even that was glitch. My Federal return was a positive $ amount, and the State return was a small negative $ amount. The "You filed!" page listed both as $0. Bugs. Glitches.
• At the end of my calm and reasoned phone conversation, when they refused to stand behind their product, I attempted to escalate the call to a supervisor. "Sir, there is no supervisor. There is no escalation." What?!
• Intuit, I am not happy, I am not satisfied. My business since 2011 with you is a tiny, insignificant blip in your billion dollar industry, but I will not let this drop.
• I will rattle cages, call support numbers, post in the forums and tell my friends, family and coworkers that Intuit will gladly take your money, year after year, and when it matters they gaslight you into thinking you are the problem. "Obviously, you did something wrong." At one point they said "You must have purchased the software earlier in the season, many people buy it in January when it is on sale."
• Seconds of silence when I provided the screenshot of the receipt in April of 2024.
• Take heed, fellow consumers, Intuit does not want to help protect you. They want your $80-$300 and for you to fade into the background.

Make this right, Intuit. Prove to a loyal annual customer that you stand behind your product, even when the one in a million bug happens.

[taxlady28]

I am sorry you have such a difficult experience, The documents section is just a place to store documents. TurboTax does not use those documents in the program and you have to put your document information in each section either manually or by importing it.   There is an escalation process.  Ask to have a manager call you.  That probably won't happen for a few days.

You might want to file an extension and then file after the problems have been resolved.

[NADamewood]

2024 is taken care of, although I think there will ALSO be problems with that. I selected "Mail Tax Return" with the representative on the phone, and it went through with the e-file process. I got a email saying that my return was accepted? Even though I manually printed it out?

Are you suggesting sitting on the phone again? I recorded the phone call, and the rep blatantly told me "There is no escalation."

[taxlady28]

They might tell agents not to escalute during last few days before April 15.  Good that you were able to file and no not suggesting calling back.