I also tried to e-file my Federal and State. When I said this they took me to their payment site to pay for the state e-file. I paid it and then they checked to see if the state could be e-filed. Because I had a form for underpayment of taxes that resulted in a penalty (all of $3), I was told I couldn't e-file the state forms and I had to snail mail them. I now needed to ask for a refund of the state e-file fee. I spent a lot of time looking for either a phone number to call for customer support or an email address -- finally found a phone number for customer support (it was attached to a description of the credit card charge with the credit card company) and still cannot find a customer support email. The problem I found was that their whole customer support system is oriented towards answering tax questions. The automated part of the customer support was terrible (example they asked me to slowly spell my last name but would never let me finish spelling it before it interrupted me). Finally got to a person -- I explained I wanted a refund of the state e-filing fee and was sent a link to getting a refund -- after several hours of trying to follow that I discovered the instructions were only for getting a refund for the turbotax program. I called again today (5 days after the credit card charge (which already showed up on my charges from day 1) and was told they didn't see the charge in my account. That person said to call the credit card company and cancel it, not exactly proactive on their part.
I've used Turbotax for a number of years and this is the first time I really had an issue. First off, I never should have been charged for the state e-filing until after they verified it could be e-filed. Second, their customer service for anything other than tax questions is sorely lacking - I do understand that they may be having resource issues due to Covid. But their miscue in the first issue, they should do better.
