Why is Turbo Tax charging me when they have not properly processed my return?

[Sarah50]

I am frustrated. I completed my 2019 amended return in November of 2020 and the IRS has no record of it. I called a Turbo Tax rep and she said I needed to pay my taxes again for that year (which I already did at the time of filing in 2020) this was a big mistake and completely BAD guidance. I ended up paying twice because of this sour information and now I don't know when I will receive this payment back. To top it all off, my 2020 return says "accepted by IRS" but the IRS has no record of it in their system. Now Turbo Tax wants me to pay them for a service that they have not provided me. I payed for Turbo Tax PLUS to E-File and feel nothing but scammed. 

What do I do? I can't speak to a real person and every time I enter in the information into IRS.GOV it states that there is no record of my amended return, refund status, or stimulus payment expectance date. Please help.

[ThomasM125]

If you over-payed your 2019 taxes, the balance will be refunded to you or at the very least applied to your tax for 2020, so you will get credit for the extra payment.

You can schedule a callback with a representative at TurboTax who can look at your e-file record to verify that your return was accepted. Once the IRS accepts the return, TurboTax has no control over the processing of it, so you will have to contact the IRS to find out the status of it. The IRS phone number is 1-800-829-1040.

You can use this link to learn how to contact TurboTax:

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

[Sarah50]

Calling the IRS does not help. I called today and was put on hold for 30 minutes after a glimmer of hope when finally connecting to a real person, only to be "re-directed" to an automated message exclaiming: "due to an increasing number of calls about this topic, we are no longer able to assist you. Please call back at a later date. Goodbye"

It seems impossible to fix this issue. I will call TurboTax tomorrow even though my returns say "accepted" 

[DawnC]

The IRS processes tax returns AND issues refunds, not TurboTax. This means that we can't say for sure why you haven’t received your refund if it's been longer than 21 days since you e-filed. You'll have to speak directly to IRS (or TAS possibly, see below) to find out more about the delay.

When to contact the IRS

What makes refunds late?

Instead of contacting TurboTax and feeling further frustrated (once your return is accepted, we can't help with anything), you may want to try one of the options below.   @Sarah50

-----------------------------------------------------

Here is a link to a thread that details how to go through the automated phone prompts to reach a live representative.  The steps may save you some frustration.   You can also search for a local IRS office in your area.  It may be easier to contact a local representative than using the main phone number.    You can use the ''make an appointment'' option even if you have no intention of going to the office, but that may get you a live person on the phone that can provide you some info.   They have access to the same information and you can skip the IRS main phone system with this route.

--------------------------------------------------------   If you are unable to find help there, Taxpayer Advocate Services may be able to help.  

The Taxpayer Advocate Service (TAS) is aware that taxpayers are experiencing more refund delays this year than usual. Typically, the IRS processes electronic returns and pays refunds within 21 days of receipt. However, the high volume of 2020 tax returns being filed daily, backlog of unprocessed 2019 paper tax returns, IRS resource issues, and technology problems are causing delays. This is due, in part, to the IRS’s need to manually verify large numbers of Refund Recovery Credits (RRCs), as well as Earned Income Tax Credit (EITC) and Advance Child Tax Credit (ACTC) 2019 adjusted income lookback claims. Once a return is processed by the IRS and loaded on to the IRS systems, TAS may be able to assist with delayed refunds if you meet their case criteria. Please review their case criteria tool to determine if TAS may be able to assist.