MAD is putting it lightly

[pamelagc1]

I received your email today stating you will be removing your fees from my bank account for something is wrong with my Tax return, and Turbo TAX is going to be paid. Well I have news for you if something is wrong its your fault because your program double check everything plus I paid for you to CYA me to make sure you correct any problems that arise. These where filed 5'1 should have been here 6/7 and not one word out of Turbo Tax since the filing. I have been a customer for over 10years and this is and outrage. You dare touch my bank account and I will file suit against you. I opted to have all fees removed from Taxes and if you do not wish to offer that service remove it. If I don't get paid neither do for for at this point a service has not been provided. By the why it is my understand per the government you guys were not to charge this year anyway for filing. So much sure before you do this that you do not wish to have a class action suit, because I have read hundreds of post that you have been people this way. I will no longer be a customer and if we all stand together well there will be no more turbo tax. Without us what are you.

IRS Free File Program delivered by Turbo TaxWe’ll help you file both your state and federal
taxes for free, if you qualify.

If you can answer 'yes' to any of these questions, you qualify

Is your adjusted gross income (AGI) $39,000 or less?

Were you active duty military in 2020 with an AGI of $72,000 or less?

Do you qualify for the Earned Income Tax Credit (EIC)?

[VolvoGirl]

The IRS Free File is a separate website.   There are actually 2 different Free Online versions. Turbo Tax Free Edition and the IRS Free File website but you didn't use either of them.

If the IRS is taking too long to send your refund they will ask you to pay the fees, see step 3 under What happens if the IRS reduces my refund......
https://ttlc.intuit.com/community/payments/help/what-if-my-federal-refund-isn-t-enough-to-cover-my-t...

If you don't pay they will automatically debit your bank account. Then when the IRS does send your refund they won't take the fees out again And, Why you got charged,
https://ttlc.intuit.com/community/charges-and-fees/help/why-was-my-bank-account-auto-debited-for-tur...

Turbo Tax says......

We understand that these are unprecedented times and we’re committed to helping our customers who are experiencing hardships. If you’re in need of assistance, call us by the Tuesday prior to your debit date at 1-888-808-1723 to speak with a trained specialist and mention “auto-debit”, or visit TurboTax Support.

[pamelagc1]

Believe me I will . Because your program can not state someones taxes are correct to file and you stand behind this . People pay extra for extended service and you offer not explanation as to what could have happened. You do not reach out to you customers to inform them of a problem all you are concerned about is being paid, yet we do not get our taxes. Do not send me over your script. If a live person cant answer don't worry I will be call ing in the AM. Lost a long time customer for ever. NOT that you care

[VolvoGirl]

Even if your tax return is correct Turbo Tax can't control when the IRS will send the refund.  Once they transmit your tax return they are done with their part.  Now it's up to the IRS.  The IRS does not update Turbo Tax about your return.  This year the IRS is taking a lot longer to send refunds.  Nothing is wrong with your return.  Turbo Tax can not guarantee when you will get your refund.  

Turbo Tax does not state your taxes are correct.  They only guarantee the calculations based on your entries.   What is the 100% Accurate Calculation Guarantee
https://ttlc.intuit.com/community/charges-and-fees/help/what-is-the-turbotax-100-accurate-calculatio...

[pamelagc1]

Show me within your contract where it states if the IRS is late sending out refunds, and the option you have chosen is the pay Turbo Tax with your Refund, That you can remove your payment upfront before a client receives their tax return. Just as you state you do not control the IRS nor do your clients. So you deem if ok to do this to people. This truly shows how much you care about the people that entrusted your product.

[DoninGA]

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@pamelagc1 wrote:

Show me within your contract where it states if the IRS is late sending out refunds, and the option you have chosen is the pay Turbo Tax with your Refund, That you can remove your payment upfront before a client receives their tax return. Just as you state you do not control the IRS nor do your clients. So you deem if ok to do this to people. This truly shows how much you care about the people that entrusted your product.

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https://turbotax.intuit.com/corp/license/online/

INTUIT TERMS OF SERVICE FOR
TURBOTAX ONLINE TAX PREPARATION SERVICES Tax Year 2020

15. GENERAL.

5. THIRD PARTY SERVICES

 If you sign up for the Refund Processing Service which may enable you to deduct certain fees and any applicable tax from the proceeds of your tax refund, you authorize Intuit (and its third party processor) to debit these amounts (excluding the Refund Processing Service Fee) from the bank account you identify as your Direct Deposit Bank Account in the event that you do not receive a tax refund that is sufficient to pay for them or in the event that your tax refund is delayed. Note that the Refund Processing Service fee is payable to the bank whether or not your refund is large enough to cover your TurboTax fees.

[Critter-3]

In the TT program, when you choose the pay with refund option,  the contract was presented to you to review and approve not once but twice so in the future please read all legal documents before you sign them.  

[fanfare]

TurboTax can't know if IRS will offset, adjust, deny or otherwise reduce your refund, so they have to have this "we will be paid somehow" clause.