Upgrade Refund Continually Denied

[mhan2460]

I started my taxes with TurboTax and once I realized they would require me to purchase the upgraded TurboTax version for $118 (state and federal), I had already entered my card info but closed out of the window before submitting the purchase, avoiding filing my 2022 taxes with TurboTax. I used a different service to file, though later I noticed that TurboTax had still charged me for the $118. Today I've been on the phone with customer service and the first person told me to submit a refund request. I did, but it got rejected, and in the email stated, "We are unable to process the refund for TurboTax Online product Case because our Satisfaction Guaranteed policy only covers TurboTax CD/Download products. TurboTax Online is designed not to charge the customer until after they choose to file, so it is not covered under the Satisfaction Guarantee." This is confusing because it says "until after they choose to file," and I did not choose to file my taxes with TurboTax. I got on the phone again with another employee who told me there was nothing I could do but continue to submit refund requests or call my bank to reverse the charge. I submitted another and it also got rejected for the exact same reason. I understand I am using TurboTax Online but I wasn't supposed to be charged for this in the first place, and I haven't submitted my 2022 taxes, so why is TurboTax still charging me before I've filed my taxes with them? I am very frustrated. Now I have paid for a $118 service that I haven't used at all. Please give me my money back.

[Naliym]

I am going through the same issue... did not file through TurboTax and am being repeatedly denied a refund. I was charged before completing filing and they keep refusing to refund it.

[jjohns34]

Same here 4/15/2024. It required me to upgrade to deluxe. I filed and my return was rejected twice without giving me a solution or reason. I had to go to a professional to figure it out because the product did not help. So basically deluxe did nothing for me and didn’t even file my taxes with TurboTax after all. No refund. No sympathy. Just, Thank you for your money. 

[Davidjking3]

I’m having the same issue. I tried to do my taxes through TurboTax. They would not let me go any further unless I purchased $133 package. Which software continue to glitch and I couldn’t file any taxes so I had to go elsewhere to file my taxes. When I called customer service, they told me that I would have to go to a desktop, which I don’t have one, to share and show proof I filed through another company. I ask them if I can email proof of receipt and filing my taxes. They said no. I think TurboTax needs a class action lawsuit against them, for faulty software. And not refunding other customers who have been forced to go with other tax preparer. This is a horrible scam. And I wish I can get resolution.

[Opus 17]

No one on this board (volunteers) has access to your account information or can provide refunds.  You need to call customer support.

The official policy is this:

If you buy the desktop version as a CD or download, you have to pay in advance.  If you later find the program is not helpful to you, there is a 60 day no questions asked refund policy.

However, Turbotax Online is "free to start" and you only pay when you are ready to file.  Agreeing to pay means that you accept the service, and no refunds are given after that.  Paying for the online program also unlocks access to the full forms, so even if you don't e-file, you can download your return and file by mail.  That's another reason to not offer refunds, once you pay, you have access to your complete tax return that can be filed by mail, so giving you a refund would still allow you to print the return and file for free.

There is nothing you can do for yourself on this forum.  You need to call support.  We also don't know anything about exceptions to the policy.  

In the case where your credit card is charged, but your account is NOT marked as "paid", you should either get a refund, or have your account marked as "paid" so you can access your documents.  But that is just my opinion and I don't work for Intuit.  You also generally have 60 days from the credit card billing date to reverse a charge if you did not receive the service.  You won't get a reversal if you say "I changed my mind after buying", but you might get a reversal if you can prove "they charged me but I never actually got the service due to a web site error."