Turbotax wont refund overcharge for military filing

[haggerty00]

Followed all their steps, used their military filing page, used my military LES.  Everything says that it will be free, but not shown until the end.  Well it charged me the $99 and TurboTax is saying there is nothing they can do, as if its the IRS charging it, not them... 

[DoninGA]

Have you already paid for the TurboTax account and filed your tax return?  If so, there will not be refund from TurboTax.

If you are active military you should have used this procedure so you would not be charges 

In the My Info section of the program you need to indicate that you are active military.  You must enter a Military W-2 in the Wages & Income section and after completing the W-2 on the screen labeled Let's check for uncommon situations you will need to check the box Active military duty

When you complete the tax return using the above information you will not be charged for either the federal or state tax returns. (Assuming you have indicated you are enlisted personnel)

[haggerty00]

I've been filing using the military version for over 15 years, I did everything properly this year as well.  Unfortunately it says the discount wont be shown until you are done, however no discount was ever applied.  It should make no difference if I filed my return or not, the service provided is the same and should be refunded if they overcharged, which they did.

[mesquitebean]

@ haggerty00 

Sorry you had trouble.  I'll tell you another possible pathway further down in this comment.

  I agree TurboTax should make it more straightforward for enlisted military filers.  For some reason the program asks in 2 places if the filer was "active duty"--once early on in the MY INFO section after answering "served in military", etc. and then again (as @ DoninGA mentioned above) after entering the W-2, on an "Uncommon situations" screen crowded with about 10 checkboxes, where it can easily be overlooked.   I'm not saying that was the cause of your problem; I'm just saying only what is a frequent problem for some.   For others who might see this thread, qualified enlisted who see they are going to be charged should not enter any payment account info and seek help at the time before submitting the return; that's when it's easiest for Support to figure out why a charge is appearing.

You say regular Customer Support wouldn't refund you, but you can bump it up.  You can elevate your issue to the Office of the President of Intuit for fairly quick personalized help.   The contact form and a box for explanation of your issue is at the link below.   They say they will have the proper team get back to you in 1 business day.

https://www.intuit.com/company/contact/office-of-the-president/