I'm having a VERY similar issue. I've used TurboTax tax the past 2 years with no issues. This year was a MESS. It was clearly a system error and they inputted the the wrong card info for me. Finally after waiting on hold for hours and speaking to multiple agents, a representative helped me and directed me to the refund request site and told me I should get a refund based on what I was telling her and what she could see on her end (she couldn't view all the info due to their privacy procedures). A few hours later I receive an email saying that my refund request was denied with there generic copy and pasted explanation that "all online system sales are final, blah blah". Are you kidding? I was charged for filing my Maryland state taxes, but TurboTax routed my state payment to an incorrect, unauthorized stock account (which I only had on file to easily access my 1099) . As a result, my payment failed and I was not notified. This error caused me to incur a penalty from the Maryland Comptroller for a “bad check.” due to insufficient funds (because of the system error mixing up the accounts). I was also charged a Refund Processing Fee, despite my Refund Processing Agreement in my 1040 clearly stating $0.00 at the time of filing. I have record of all of this. I'm still waiting to hear back from the support team, but it looks like I'll be filing complaints with the IRS, CFPB, and BBB, and telling anyone I know to STAY AWAY.
