Subject: Urgent Complaint – Duplicate Charges and Unresponsive Tax Expert
Dear TurboTax Customer Support Team,
I have been using TurboTax Full Service for the past three years (2023, 2024, and now 2025), and until this year, I was satisfied with the service.
However, I recently discovered two duplicate charges of $435.38 on my account:
February 8, 2025 – $435.38
February 12, 2025 – $435.38
I was originally informed that Full Service would cost approximately $300 (or slightly more), which I agreed to. I did not authorize or receive any explanation for being charged twice for $435.38. I have contacted multiple representatives, but no one has been able to explain or resolve these duplicate charges.
Additionally, I am experiencing a serious service issue with my assigned tax expert, Kenya W. While she was initially responsive, she has now been unresponsive for the past three weeks. My tax return has not been completed or submitted. She mentioned that she sent documents for my review and approval, but I have not received anything. My messages have gone unanswered, and my filing remains incomplete.
This situation is urgent. I need:
Immediate investigation and refund of the duplicate $435.38 charge
A clear breakdown of all fees charged to my account
Immediate reassignment to a responsive tax expert
Confirmation of when my return will be completed and filed
I trusted TurboTax with my tax filing, and this level of service and billing error is extremely concerning. Please escalate this matter to a supervisor or billing specialist immediately.
I look forward to your prompt response and resolution.
