How can I get a refund for the $129 Expert tier that I didn't buy or use?

[user17757792978]

TurboTax hid a $129 fee after the review when finishing my taxes for 2025 Expert support, which I didn't even use nor did I want.

I tried to contact support, which directed me to fill out a refund request form. I filled this out, but it was denied because:

As explained in our Terms of Service, TurboTax Online can be used at no cost up until the point that you submit payment. Once payment has been received, the product is considered to have been used to prepare your taxes, regardless of whether you print or electronically file your return, or if your return is rejected by the agency you filed with.

This seems weird and wrong to me. Firstly, what is even the point of the refund request if it's against TOS after the purchase has been made?? Second, I literally did not use Expert support and I didn't intentionally add it.

This needs to be resolved somehow.

[HollyP]

Except where otherwise specified, versions of TurboTax Online can be used at no cost up until the point that you submit payment. Once payment has been received, the product is considered to have been used to prepare your taxes, regardless of whether you print or electronically file your return, or if it's rejected.

Submitting payment reflects your satisfaction with TurboTax Online preparation of your taxes, and is non-refundable.

Refunds for TurboTax Online fees are available only in the following circumstances:

1. You accidentally selected and paid for the wrong state.
2. You are seeing duplicate charges for the same product or service.
3. Your filing was impacted by a known product defect that was unable to be fixed before your filing deadline.

For more info, see How do I request a refund for my TurboTax product?

Additionally, Expert Assist must be removed prior to paying for TurboTax Online. How do I remove TurboTax Expert Assist?

 

[user17757792978]

@HollyP I definitely "selected and paid for the wrong state", which you said is an applicable circumstance to get a refund, so why can't I get a refund for this when I wasn't even provided a service, let alone a $129 service?

I won't be continuing business until this is resolved.

[CatinaT1]

In the community we do not have access to information about your account.  You will have to call TurboTax Customer service.  Here is a link:  Turbo Tax Customer Service