I also have a service code from issues in preparing (and paying for) my 2023 return in March 2024. I am also signed up for Advantage enrollment, so the cost is automatically paid by credit card. I have been unable to find where to enter the code I was given (I use the desktop version for tax prep), and when logged in online was not seeing anything close to what the instructions with the code (or help community) described. I called the center today for help and spent quite a bit of time trying to get the rep to figure out how to help me, or even find proof that I had paid for my 2024 version of TurboTax. She took the code from me, found the order for my 2024 download and helped to apply the discount. However she had to spend quite a bit of time to "find" the code that I gave to her. She requested a refund toward the credit card that paid for the 2024 download. We will see if I get it.
It is very frustrating that 1) turbotax just doesn't give a discount at the time of the issue, rather than placing the burden on the customer to figure out how to "redeem" a discount the next year, especially when you push us to do automatic renewals 2) that it is so difficult for your staff to figure this out as well. It is very apparent that the expectation is that we will just give up on or completely forget the discount that was promised. I have been happy with TurboTax, but am disappointed with this aspect of customer service. I was told it would have been easier if I would have allowed her to see my screen, but these days I don't feel comfortable sharing any access to my computer. It really shouldn't be this hard, especially since this code was a result of substantial frustration last year.
