I called requesting a refund as I was unable to complete my state taxes and had already completed my taxes utilizing a competitor with no issue. I had paid for both the federal and state returns, and had not yet filed either. I was told initially they would not credit either, then I was told they would credit the state, then the line went dead. I did receive a call back from Catherine explaining her Internet went down and that was the reason for the lost call. She was more than helpful, but was did not have decision making authority on the full credit. If I would have known I was unable to submit my state return prior to paying I would not have paid. Refusal to credit the federal portion of my return which was never submitted is tantamount to stealing considering this was Turbotax’s coding error and you can use the web service for free. Ultimately no service was provided with no returns actually submitted. I have been a turbotax user for almost a decade and find this lack of customer service unacceptable. Needless to say, I will never use this service again.
