I have been a long time TT customer, usually using the 'self employed' version.
This year because of the virus, I tried the free file, as my filing is pretty simple this year. Half way through, it offered me to upgrade to Deluxe, which I decided to go for. Upon finishing a straightforward file, I realized that on top of the $40 fee, there would be another $40 charge for the state (NJ, which is previous years was $19.99). If I wanted to downgrade now, I would have to start from the beginning...
I tried calling their customer service number, and gave up after an h hold time. I called again, and this time asked for a call back. Finally they returned my call, where I explained my issue to the rep, who put me on hold, promising to help me resolve this. Next thing I heard that her supervisor is declining to offer any help, and so I asked to speak to him/her.
After a few minutes wait, and an assurance that she is looking for one for me, I heard the automated response when making the initial call... wait time of 45 minutes +. I hung up upset, and went ahead and paid nearly $83 for what I thought would be free, or well, a smaller fee for the upgrade.
Any advice or action is appreciated.
