My experience with TurboTax this year was horrible.
From the very first time I used TurboTax, I really liked the service and the person who helped me. She was very kind, warm, and truly human. I love when people try to connect and understand others—I believe that is key to having a good service experience. Unfortunately, that was not the case this year.
This year, I had issues with the app, so I submitted a request and several agents called me. The first agent, Jamie (if I remember correctly), told me I had to contact another agent because it seemed like someone else was supposed to help me first. I really wish she had helped me fill out my taxes because she asked me questions and talked about my case like she already knew me. Simple questions about my address, how I’ve been doing this year, etc., and other things about my life made me feel very comfortable.
But the next agent I got, named Chris, gave me horrible service. First, he didn’t have the video call on, so I couldn’t see his face. I could barely hear him, and he spoke in a way that made it seem like he didn’t want to help me. On top of that, the service estimated that I would be charged between $127 and $200. I explained to him that I shouldn’t need to fill out the 1099-K form because you need a minimum number of Uber trips or a certain amount earned for that form to be required—and I believe they still charged me for it anyway.
He only asked me two questions, unlike the person last year who asked me many questions and completed my application thoroughly.
Last year, I received a refund of $2,800 and was charged only $250. This year, they charged me $350, and I only got back $1,700.
To make things worse, he ended the call right after I paid and before completing my application. That is truly disrespectful to someone who is paying the full service price.
I don’t think TurboTax is a bad service. I just think some agents are not good at connecting with or speaking to people.
Maybe we could start a list of agents with good experiences—where users can share their stories and recommend those agents, and we leave out those who aren’t really providing the service they should.
I will always say the app and website are great, but it's the agents and their humanity that bring warmth and quality to the experience.
To the agents who may read this:
If you're not feeling well, it's okay—you’re human. You can refer the service to someone else.
If you're not great at talking, that’s also understandable—some people might match better with quieter personalities.
If you're sick or not having a good day, please say so. I will understand. We are all human.
What truly upsets me is being charged for a service that the agent treats as if it were free, or as if I weren’t paying for it.
If I’m paying for full service, I expect my taxes to be filled out properly. I think the agent took only 15 minutes to complete mine, when last year I had a full hour-long conversation with the agent who helped me—he even made me laugh with some great jokes.
What I experienced today was truly disappointing.
And yes, I’m filing late this year because I had some missing tax documents that I just received yesterday.
