How do I file a claim under TurboTax's maximum refund guarantee? TurboTax incorrectly calculated my balance owing. How do I claim my advertised refund?

[Cathy310]

The maximum refund guarantee is described here: https://ttlc.intuit.com/community/charges-and-fees/help/what-is-your-maximum-refund-or-tax-savings-g...

I meet all of the conditions to claim the refund. However, there is no obvious way to submit a claim. All roads lead to the community forum.

[AnnetteB6]

The instructions for submitting a claim are in the End User License Agreement.  Click on the license agreement link shown on the page you referenced and search for the term 'maximum refund' using the search box that comes up when you type CTRL-F.  There you will find detailed instructions about submitting a claim.  

[Cathy310]

Thanks, but those instructions have two serious issues.

First, the address provided in the instructions is malformed. Look here: https://turbotax.intuit.com/corp/license/online/

It says to send the request to "Intuit Inc. TurboTax Accuracy Guarantee, 2800 E Commerce Center Place, Tucson, AZ 85706, Tucson AZ 85726."

Notice how there are two different zip codes there. What is the correct address?

Secondly, the instructions say to send a TurboTax data file. This appears to be a multi-metabyte binary file, which cannot be printed. Am I supposed to purchase a USB drive and send you that?

Thanks,

Cathy

[SteamTrain]

You could use the online submission instructions instead...those still seem to be valid....but you may need to wait awhile for the 2020 selection to show up and be integrated into the submission process.  The tax submissions are still on-going, so it may be a month or two before 2020 shows up:

https://ttlc.intuit.com/community/charges-and-fees/help/how-do-i-submit-a-claim-under-the-turbotax-1...

[Cathy310]

That online forum doesn't say it can be used for the maximum refund guarantee, only for the separate 100% accuracy guarantees (which are related to penalties, rather than other kinds of errors).

[SteamTrain]

then you may need to wait for @AnnetteB6  to see if she has an alternative update...

[macuser_22]

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@Cathy310 wrote:

That online forum doesn't say it can be used for the maximum refund guarantee, only for the separate 100% accuracy guarantees (which are related to penalties, rather than other kinds of errors).

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https://ttlc.intuit.com/community/charges-and-fees/help/what-is-your-maximum-refund-or-tax-savings-g...

Simply put, our Maximum Refund (or Tax Savings) Guarantee says that if you get a bigger tax refund (or owe less taxes) through another tax preparation method, we'll refund the purchase price you paid for TurboTax.

As with any guarantee, there are stipulations. For example, you have to notify us within 60 days of filing your return in TurboTax, and your return must be identical to the return prepared using the other tax-prep method.

You can read the fine print at the Intuit Software End User License Agreement for TurboTax Desktop Software or the End User License Agreement for TurboTax Online. Enter maximum refund in the Find feature in your browser (usually listed under Edit) to go to it quickly.

[Cathy310]

This latest reply offers no new information. What are you suggesting I do?

[macuser_22]

Contact TurboTax directly - we are just other users.

There is no single published number because it changes contently depending on the nature of the call and agent availability. Following the link below will either give a current number for you to call or take your number for a callback.

Here is a TurboTax FAQ for contacting customer support.

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

[macuser_22]

[Cathy310]

I don't want a phone number and did not ask for one. I want to file a claim.

And yes, I already used the zip code lookup feature myself, before even posting this thread. It's not helpful. It's not helpful because the fact that there are two zip codes listed in the instructions raises the very strong possibility that other aspects of the address might also be wrong. You can't resolve that possibility with a zip code lookup.

[Cathy310]

As for the person saying to contact support, I did -- I was redirected directed to this forum.

[macuser_22]

Then contact the headquarters by phone.

You can contact Intuit Inc. by mail at TurboTax, Intuit Inc., 2800 E Commerce Center Place, Tucson, AZ 85706 or by calling 888-777-3066