TurboTax

File with experts
File your taxes
Experts at your fingertips

An expert helps with your taxes, or does them for you
TurboTax Expert Full Service

TurboTax Expert Assist

TurboTax Self-Employed
Prior year taxes
File myself
File myself
Do it yourself

We'll guide you step-by-step
TurboTax Do It Yourself

TurboTax Self-Employed

TurboTax Desktop
TurboTax Free

Activate your product

Prior year taxes
Business
Business
Business taxes

Get your T2 corporate return done right, your way
TurboTax Business

TurboTax Business Desktop
Tax situations
Tax situations
Tax situations

Find extra guidance for your big life moves
For investors

For 25 and younger

For self-employed

For new to Canada

For life changes
Resources
Resources
Resources

Explore tax tools, get tips, and read reviews
Personal income tax calculator

RRSP savings calculator

Learning hub

TurboTax support (FAQ)

TurboTax community
Pricing

Level 1

Question

Billing Issues

Forum|Forum|6 years ago
March 24, 2020
7 replies
2 views

I was charged $110 when I wanted the free option not the deluxe. I was charged twice for the deluxe option when I specifically clicked the free option. In times like this with the pandemic I need all the money I can get in order to keep up with bills. This $110 taken out was not what I wanted and I need that money returned. It shouldn't be this hard to contact your company, yet you're making it very difficult. So please message me back as soon as possible

TurboTax Deluxe Online

MichelleLO

Level 15

We are not able to assist you with any billing issues you may have. All billing issues need to go through TurboTax Customer Support. Please reach out via the Contact Us link below. Make sure to use the key words Billing Issues so that you get to the right person.

https://support.turbotax.intuit.com/contact/

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"

retiree

Level 7

There is NO LISTING on the page you provided that appears to address billing (TTax) overcharges.

Please provide the SPECIFIC link

CassLO

Level 11

@retiree The link MichelleLO posted above is correct, TurboTax customer service/support does not have a single phone number but has many different phone numbers based on the type of platform used. So that we can direct your call to the best person/department to help you:

Click on this link: Contact Us
Select your TurboTax platform.
Ask your question / state your problem. Do NOT use the word "refund' or you will get a phone number for tax refunds.
Click Submit.
On the next screen, choose the Call option and follow the instructions. You will be given the approximate wait time.

You'll get a toll-free number to a TurboTax expert who is specially-trained to handle your particular issue.

"Irene2805 Employee Tax Expert"

**Say "Thanks" by clicking the thumb icon in a post. **Mark the post that answers your question by clicking on "Mark as Best Answer"

nileshviradiya

Level 2

Error while placing orders

ocmikeyt

Level 2

didnt even finish filing and was charged a crazy price out of my bank account. Almost overdrafted me. I was going to pay with my refund we wasnt even finished filing, went to the nack bevcause i needed some cash and seen the took 300 out for nothing! didntr even finish filing!!!!!

DoninGA

Level 15

@ocmikeyt wrote:

didnt even finish filing and was charged a crazy price out of my bank account. Almost overdrafted me. I was going to pay with my refund we wasnt even finished filing, went to the nack bevcause i needed some cash and seen the took 300 out for nothing! didntr even finish filing!!!!!

The only way for TurboTax to debit your account is if you entered a debit card to pay the TurboTax account fees and selected to pay the account fees with a credit/debit card.

Contact TurboTax support for any billing issues

Use this website to contact TurboTax support during business hours - https://support.turbotax.intuit.com/contact/

Or -

Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax

Or -

Use this phone number and select TurboTax - 1-800-4-INTUIT (1-800-446-8848)

lomont8437

Level 2

Last year you billed me twice for my order. It took several emails to clear that up. Please only bill me once for the HOME AND BUSINESS AT $120.00 dollars. I have been using turbo tax for many years.

thank you

Jean L

[email address removed]

mesquitebean

Level 15

@lomont8437 wrote:
Last year you billed me twice for my order. It took several emails to clear that up. Please only bill me once for the HOME AND BUSINESS AT $120.00 dollars. I have been using turbo tax for many years.
thank you

Please be aware that this is a public Internet forum, so for your protection do not post any personal info in the community forum. It looks like the forum privacy filter removed your email address to protect you from scammers and spammers. If you wish to also remove your name, you can edit your posting by clicking the tiny blue 3-dot icon just to the right of your comment and then in the dropdown menu choose Edit.

This is mainly a user community--not TurboTax Support--and no account-specific billing concerns can be handled in the user forum. You can contact TurboTax Support during business hours to discuss any billing issues.

https://ttlc.intuit.com/turbotax-support/en-us/contact

Hours: Monday-Friday 5AM-5PM Pacific

Frankie60

Level 2

I was double charged I filed single, I was charged 270.00 I

DoninGA

Level 15

@Frankie60 You will have to contact TurboTax support for assistance with this problem. Use the key words Billing Issue

Use this phone number and select TurboTax - 1-800-4-INTUIT (1-800-446-8848)

echkb1959

Level 2

Subject

Formal Complaint: Deceptive Pricing, Forced Product Upgrades, and Obstructed Customer Redress

To whom it may concern,

I am submitting this letter as a formal complaint regarding my recent experience using TurboTax for the 2025 tax year.

What I experienced was not a simple misunderstanding or user error. It was a pattern of deceptive design choices, pricing obfuscation, and forced product positioning that resulted in hours of wasted time, extreme confusion, and a near loss of a significant portion of my lawful federal refund.

1. Deceptive Product Defaulting

From the moment I entered TurboTax, the system silently defaulted my return to a Premium/Expert Assist product, without a clear, upfront, unavoidable disclosure that I was no longer in a basic filing tier. This was not the result of an explicit upgrade decision on my part.

Only at the very end of the process—after many hours of work—was I presented with fees that dramatically reduced my expected refund. This is not transparent pricing. It is retroactive pricing pressure.

2. Forced Upgrade With No Exit Path

Once TurboTax determined—internally—that my return “required” a higher tier, the software removed any meaningful option to continue without upgrading, even after I attempted to downgrade, switch products, or back out.

At that point, the system presented a false choice:

Pay the upgraded fee, or

Abandon the return entirely

That is not consumer choice. That is coercive design.

3. Obstructed Ability to Start Over

When I attempted to clear and restart my return after discovering the embedded fees, I was explicitly blocked with a message stating that I could no longer do so. This removed my ability to correct course once the pricing trap had been revealed.

A customer should never be locked into a paid path simply because they discovered the cost too late.

4. Intentional Absence of a Direct Customer Service Email

Compounding the above issues is TurboTax’s deliberate lack of a public customer service email address.

By forcing customers into phone queues, automated flows, or limited web forms—and by eliminating a clear written channel for complaints—TurboTax materially impairs a consumer’s ability to document grievances, seek redress, or maintain a clear written record.

This is not an accident. It is a design decision, and in the context of the practices described above, it raises serious concerns about accountability and transparency.

5. Impact

As a direct result of these practices:

I lost many hours attempting to resolve a situation that should have been straightforward.

I was nearly charged fees I did not knowingly agree to.

I was placed under undue pressure at the final filing stage.

I ultimately abandoned the platform entirely.

I am now filing directly with the IRS—not by preference, but by necessity.

6. Expectation

I expect this complaint to be:

Logged formally

Reviewed by a supervisor or compliance team

Acknowledged in writing

I also strongly encourage TurboTax/Intuit to review whether its current interface and pricing flow align with fair consumer protection principles, transparency standards, and good-faith business practices.

This letter is submitted calmly, deliberately, and on the record.