Concern Regarding Unexpected Premium Charges and Request for Fee Review

[gda383]

Dear TurboTax Customer Support Team,

I am writing to formally express my disappointment regarding my recent experience with your service.

I have been a loyal customer since 2012, and over the years your platform has made tax preparation straightforward and efficient for me. However, this year I was required to upgrade to the Premium version solely because I have student loans. I have carried student loans for over ten years and have never previously encountered additional fees related to claiming the student loan interest deduction. Being required to pay for a higher-tier product to access a feature that was once included has left me feeling frustrated and undervalued as a long-standing customer.

While I was assisted by an excellent customer service representative who graciously offered a 10% discount, the situation itself remains concerning. I am particularly disappointed given the company’s public messaging about supporting customers, including members of the military and everyday working individuals. Experiences like this make it difficult to reconcile those values with the fees being imposed.

I would like to formally inquire whether there is any option to have the Premium fee removed or refunded. If that is not possible, I will need to seriously consider moving my tax preparation services to another provider next year.

I hope you will take this feedback seriously, as I have appreciated the convenience your platform has provided in the past and would prefer to continue using your services if these concerns can be addressed.

Thank you for your time and consideration. I look forward to your response.

[GabiU]

Hello @gda383, 
I forwarded your request to our colleagues for review. 
I want to thank you for your service, your feedback and your continued loyalty filing with us. 
If this was resolved for you, please let us know in a reply below. Thanks again! 

[KCMOLY]

I have also used Turbo tax forever! When I found out I had to use the Premium only because we have student loan interests, which millions of Americans have, which makes us apparently a higher tier of need, I was rather annoyed that I couldn't downgrade to basic, which is all I needed. My taxes are simple, a few w2-s and interest forms, and student loans. I am not worried about getting audited or need tax consultants. When I tried to downgrade, I was annoyed that it forces me to the middle tier of service.  Plus the fact that Intuit lobbies to destroy free tax solutions for every day Americans.. I am done. I paid the 200$ only because I didn't want to spend another 45 minutes doing my taxes again. But like gda383, you've lost a long time customer over simple greed.