ESCALATION TO TURBOTAX MANAGEMENT - PLEASE HELP

[paul-j-heckman]

i NEED some help here.  customer service on the phone, several representatives, are clueless, even with scren sharing.  I get the  following message when i try to enter my credit card info to pay "Oops. We’re having a little trouble processing your billing information. Please select "contact us" from the help panel to speak with an expert to assist you" . .....WHEN I SELECT pay with my federal return instead and try to file, i get the message "YOUR TRANSMISSION DIDN'T GO THROUGH...A server problem occured while processing the transfer.  please try to efile again"..........i have tried multiple browsers, my phone, multiple credit cards.  THERE IS SOMETHING WRONG WITH MY ACCOUNT or something.  please help!

[DanP0428]

Those agents are clueless and their managers may be too.  Here is what you have to do:

Call customer service after 11:00 AM eastern time.  The billing department is in  Mountain time and only open M-F 9:00 AM  to 4:00 PM Mountain Time.  Ask to speak with the department that handles billing errors.  If they say that they can't transfer, then ask for a manager to call back.  But don't take No for an answer, even if a manager tells you no.  The billing department has a hold on your account and only they can remove it.

[paul-j-heckman]

wow that is unbelievable.  yes they are clueless!  I have spent about 4 hours on this today!

Thank you so much for your help.  This has just been the worst day ever...

[DanP0428]

Once you get the right department, they should have it fixed in a few minutes.   Sorry you went through this, but glad I saw you post and was able to help.

[Casavalley]

I have billing issues. Unable to reach the right person. Customer service rep is clueless and says there is no one who would be able to help nor have idea. Could you please suggest on a number I can reach out?

[xmasbaby0]

@Casavalley Billing issues?

No one in the user forum can resolve a billing issue.  If you have a question about your TurboTax fees or billing, make sure you use the word “billing” in your request for help.  Do not use the word “refund.”

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

[DoninGA]

You will have to contact TurboTax support for any type of account problem.  Use the key words Billing Issue when contacting support.

See this TurboTax support FAQ for contacting support - https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/turbotax-phone-number...

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

[Lanson060307]

Hi DanP0428, I am having the same issue below. I have tried to pay with my credit card, I have tried to pay with my Fed refund and I keep getting the same error that we hit a snag, try again. 

You mention below " The billing department has a hold on your account", what does that mean and why? I have never had an issue filing with Turbotax until this year. I asked the rep to escalate my case and she they did all the trouble shooting they can do and that I should file an extension. I asked how I can file an extension if I can't submit my return? She also told me to just mail them in or go to another company to file. I just want to submit and get my refund and be done. 

[CatinaT1]

Were you able to solve your issue? Try closing TurboTax, clear your Cache and Cookies, and reopen TurboTax.   

If not, please call TurboTax Customer service.  Here is a link:  Turbo Tax Customer Service 

[falcortax22]

They are TERRIBLE. 

When I went to pay my taxes the pay by credit card option was not available - despite moments earlier paying the TURBO TAX Full Service Bill with the card on file! After HOURS no could help or understand the issue. FINALLY, the understood and confirmed there was a bug with the site and agreed to issue be a full refund. They sent me request refund link that I filled out immediately.  Feeling better about the situation I agreed to pay what I owe on the IRS site itself. That sucked, cause I was forced to pay a 50 dollar fee of which would not have happened had I used the Inuit third party credit processor. Next morning, I find out my refund request was denied. Concerned, I hopped on the site/app. Of course after filing, all of your chat history goes away. Therefore, I was forced to call for help. No one knew anything. Next day, I get someone who found a way to (so to speak) to resolve the issue. I had her email me with a note saying I would be issues a refund within 24-48 hours. 50 something hours later, nothing. I called in again tonight,.... reps couldn't help. They transferred me to a "supervisor:" and once again, I am on hold going on 35 minutes. THIS COMPANY is dishonest, they are crooks, and otherwise unable to solve the most basic of billing problems. STAY AWAY FROM Intuit Turbo Tax

[taxlady28]

The agent you spoke to on the phone is only authorized to request a refund.  Then the refund is reviewed and accepted or denied.  The issue with your credit card was not a bug, it was almost certainly a hold on your credit card.  That needed to be resolved by the billing department.  The supervisor you are waiting for may be able to issue a refund.  I am sorry this was handled so poorly.

[xmasbaby0]

@falcortax22 I posted this to the moderators, so hoping someone from TT reaches out to you to get this sorted.

[falcortax22]

WRONG. It has zero to do with my card! 

You pay Turbo tax for their full service first. This has ZERO to do with their web app that than asks HOW YOU WANT TO PAY YOUR FEDERAL TAXES. The credit option was missing. I researched and Turbo Tax  I literally had tp send them their OWN material; https://ttlc.intuit.com/turbotax-support/en-us/help-article/internal-revenue-service/pay-federal-tax... 

The web app was missing several payment options.  As I said, I PAID and it has cleared. They admitted the error and that is why they are offering me a refund for their full service. READ before you make bad assumptions.

[fineIlldoitmyself7]

I'm having a VERY similar issue. I've used TurboTax tax the past 2 years with no issues. This year was a MESS. It was clearly a system error and they inputted the the wrong card info for me. Finally after waiting on hold for hours and speaking to multiple agents, a representative helped me and directed me to the refund request site and told me I should get a refund based on what I was telling her and what she could see on her end (she couldn't view all the info due to their privacy procedures). A few hours later I receive an email saying that my refund request was denied with there generic copy and pasted explanation that "all online system sales are final, blah blah". Are you kidding? I was charged  for filing my Maryland state taxes, but TurboTax routed my state payment to an incorrect, unauthorized stock account (which I only had on file to easily access my 1099) . As a result, my payment failed and I was not notified.  This error caused me to incur a penalty from the Maryland Comptroller for a “bad check.” due to insufficient funds (because of the system error mixing up the accounts).  I was also charged a Refund Processing Fee, despite my Refund Processing Agreement in my 1040 clearly stating $0.00 at the time of filing. I have record of all of this. I'm still waiting to hear back from the support team, but it looks like I'll be filing complaints with the IRS, CFPB, and BBB, and telling anyone I know to STAY AWAY. 

[CatinaT1]

TurboTax has a special phone number for help with tax letters. Click on the blue button that says "Get help from TurboTax support" after you click here.

Just in case, How to submit documentation for accuracy guarantee claims.