Has anyone else experienced poor customer service from turbotax?

[SweetieJean]

triplicate post

[dianamarieyonan]

yessss!!! the customer service rep COMPLETELY LIED TO ME, said they wont issue a refund, i later looked to website, and found there was a 60 day return period. I called two times, and my problem wasnt resolved via phone support. TERRRRRIBLE!!

[VolvoGirl]

Did you buy the Desktop CD/Download program?  That has a 60 return policy.  But not the Online web version since you don't have to pay until you file or print.

[bhanu_rao]

Worst customer service. Cannot be reached by email since they do not have email support. Their phone line is useless. Even after they gave me a code to be used for phone support activation i had to hold on for 21/2 HOURS! I never got to speak to anyone and it kept saying "Your call is important to us". I had to end the call since there was no sign of anyone coming on the phone line to assist me even after 2/12 hours. Some other customer service agents in other companies call you back if they are busy after a specific time. Turbo tax does not have this option. Thank GOD i did not pay to file my taxes and used the free version. I would have pulled my hair out if i had to pay for this. NO SUPPORT ZERO

[amedawar]

Just spend all day on the phone with turbo tax. This was horrible customer service.

I spent all day on the phone trying to get help with an error on turbotax online- specifically entering in investment "wash sales" that were 0, but the site wouldn't let me enter that, even after the "specialists" confirmed the number was accurate.

I spent 2 hours on the phone with an agent, Joseph, in addition to 3 other agents today. I was respectful, given that it wasn't his fault I was on the phone all day, but I couldn't believe how disrespectful he was being towards me!!

Joseph made the bold accusation that I was “refusing” to follow his directions- which is absurd!!!!

He refused to acknowledge there was an issue that I, and many others were having on the site, and still billed me. I asked to speak to a manager- apparently there are none. I asked for a refund and because I "used the service" I couldn't get one.

They kept asking me the same questions, over and over again, NO new information or assistance at all. They literally had no idea what they were doing. He kept saying it wasn't his fault.

This was the most awful experience that I have had with turbo tax, and I could not file my taxes after entering in EVERYTHING.

I will be disputing the charge, filing a complaint, and leaving Turbo Tax. I can’t believe how little respect they have for their customers. This was such a bizarre and truly horrible experience.

[092753]

I have a dozen calls and 15 hours of wasted time with TurboTax customer support. They say they understand the problem and will call back but never do. Their software is incorrectly treating my non deductible ira basis restatement on form 8606 as a real deduction which it shouldn’t. It is just a pass through number so when I eventually make ira withdrawals that I don’t pass tax twice on the funds. They can’t figure it out. 

[CM2l0ve]

Yes,I will choose different software next year.

[jabot]

This is some of the worst customer service I have experienced. There seems to be no actual way to speak to a human. 

Been through their nightmare process repeatedly today. I've requested that TurboTax call me three times, invariably the call gets disconnected before I speak to anyone. I've called the customer service line 12 times. About half the time the call was rejected and when the call was connected, I spent an average of 4 minutes making my way through the myriad of questions to have the automated voice state at some point that it can't understand me and disconnects the call. 

Don't use TurboTax; find a local accountant with actual customer service.  

[SweetieJean]

You can always post questions here, and we'll try to help. 

[Tamba2016]

yes I had a very bad experience with a tax expert because something was wrong with their system and she was very rude to me then hung up on me because she could not figure it out and then I set up another call back and the man was also rude. The 1st lady I talked to which was not a tax expert was very nice and helped me with basics. But I had to set up a 2nd call back and was transferred to a tax expert and she was a **bleep** **bleep** and so was the 3rd person he was rude too. I will never use this service again. I deleted everything and went to free tax USA and did my taxes with no problem and it's only cost me 6 dollars.  Super simple and I didn't even need any help from anyone. Taxes are stressful and these people that work there are flat out rude. Very mean bad attitude. I don't need that crap in my life. They should both be fired. Again the very 1st lady was super sweet but the two others after her were total jerks with how they speak to people. I was in the middle of talking and she hung up on me. I hope someone can find the recording of it and fire them both for their obnoxious mean ways they talk to people who need help with taxes.  FREE TAX USA is super easy and 6 dollars to file.

[karken]

It 16 May 2021 and I realized that with all the covid craziness I hadn't filed my tax return yet.  And, since the last time I filed via Turbo Tax I've changed my laptop to a Windows 10 machine; oh how I miss my MAC.  And, therein is the problem.  When trying to purchase Turbo Tax online it keeps trying to feed my the MAC version and doesn't allow for a users change in O/S's.  So, I tried to call there customer service 1(800) number and got this irritating voice mail system "From HELL" that asks for information you likely either forgot or can't find and the entire Customer Service experience goes strait to HELL.   It WON'T allow you to talk to ANYONE in tech support.  In fact, it clearly assumes that the caller has a TAX question and is geared accordingly.  Wait a minute, I have a simple issues regarding a change / update to my Operating System.  Intuit doesn't allow for this and continues to put the poor, hapless consumer into a never ending loop of automated crap. Talk about falling down the rabbit hole !   So, I doubt I'll ever use this product again via the online portal. The entire experience is a clear sequence of Barriers to Entry that would make the Pope angry.  Intuit's horrible customer service is nothing more than a barrier to entry designed to make said customer nuts.  In fact, they don't even have a call-back service to answer a simple tech question.  They are nothing but corporate bullies that don't care.  How Sad.  

H&R Block never looked so good.  

So, if you need to do your taxes, don't use Turbo Tax.  This company could care LESS about you.  What a shame.  

[Anonymous]

Their website is, I am convinced, designed to keep you from getting the information you need regarding your account - or they have just made the decision to make it as difficult as possible for their customers.  I inadvertently paid for turbotax twice (somehow I ended up with two accounts - BOTH with the same email address) and cannot get the information I need to request a refund.  I believe this is deliberate.  The product is not bad but their support systems are the worst - and gain I believe this is intentional.  I look forward to being back in the US so I can get away from turbotax completely.

[Anonymous]

They are indeed bad - again not bad systems but poor inexcusable customer support.

[MichelleLO]

In this public forum, we do not have access to your personal information and cannot assist with product refunds. Please reach out to TurboTax Customer Support to have someone review your account and the fees you paid. To get you to the right person, use the keywords billing issues​​​​.

What is the TurboTax phone number?

@Anonymous