I filed a tax return for 2023 with a "TurboTax Full Service", paying for the"TurboTax Full Service". The process was smooth and straightforward, and in the end, I also paid for the 2023 MAX Tax Audit Defense, thinking that it would help me if anything went wrong. But when I received a letter from the New York state Department of Taxation and Finance. that it was a mistake in my return and I owed additional money.
I called TurboTax 3 times.
After the first time, they told me that they were opening the case, but right after a call I got an email with "Your Turbo Case [phone number removed] is Closed". Nothing had happened.
The next day I called again, and they told me to upload a document, which I already did, and the agent would review it again, but an agent left me a voice message that he could not see any uploaded documents, because he does not have access to my documents anymore, and I have to call back turbo tax and ask to make an amendment to my tax return...
So I called the third time to TurboTax, and an assistant literally did not know how to do it, so I spent half an hour waiting for her to figure out how to do it, after this, I was redirected to another tax expert, who finally had access to my documents and was able to review the letter from the New York state Department of Taxation and Finance. After a quick review, he told me that he could not help me and redirected me to audit team expert. So on the line with an audit team expert I had to explain everything again (it was the fourth time), then the expert told wait on the line, because he had to figure out. So I was holding on the line for about 20 minutes, waiting for him, and after all he just hung up, and I got a new email saying “I’ve marked your issue as resolved,”. ... Unbelievable.
I was really disapointed both with the turbotax and max audit defense.
For the reference:
- TurboTax case number was [phone number removed] and [phone number removed]
- TaxAudit case number was #[phone number removed]
