How do I send a complaint to turbotax about their online system this year?

[jon_talbott]

Perhaps the worst service I've received from a company. I've used other services in the past, and TurboTax is a terrible service by comparison. If my investment portfolios did not necessitate the use of TT, I would sprint back to HRB. I've used HRB in the past and they absolutely beat my expectations. TT has massively let me down. I don't even know where to begin. I've gotten a HUGE run around trying to get my TT situation figured out. Easily the worst customer service experience I've had in my 39 years on this planet (and that says something). 

This link does not work for my situation, and support personnel, although friendly, have been zero help  thus far. 

RUN FROM TURBOTAX!!!

[Rtn2forever]

This occured March 8 @ 7:49 pm Eastern. 
The online support person abruptly hung up on me when he realized he screwed up by having me delete a fair amount of information I had entered. Here’s what happened:

I had entered a lot of detail in a rental property and trying to decipher the problem he advised me to delete that page. I told him that will delete all my information & he said “that’s OK“. I asked again “Are you sure” & he confirmed. I deleted the entry. He evidently thought he could retrieve it after not finding what he was looking for. I asked him what now and he just abruptly  hung up on me!

How can I get this complaint into the appropriate TT hands so they can determine the culprit?

[ZoltanB45]

The phone calls are recorded and  you should receive an email from Turbo Tax asking how the Tax Expert service was. Describe exactly what happened. Your complaint will be seen by a manager and he or she will listen to the call.  [Edited 03/09/22|4:55pm PST]

[axiom]

turbotax/Intuit's automated call system is an absolute sh5tshow travesty. Whoever programmed it to wear down humans into tonelessly accepting a few rigid  cookie cutter options given by a  pushy wannabe robot and  forcing useless "features" such as  the robot forcing you  to  tell your first name before  it will  connect you with a specialist(if you can get  the skynet  [bleep] to even connect you GOOD LUCK HA) and it's like WHY. they have all my info, why does this terrible automated system NEED MY  FIRST  NAME TO  CONNECT ME. honestly whoever programmed that call  system deserves a plague of locusts and their  -[deleted] 

[skylab 1]

I submitted my federal income tax for 2021 toTurboTax for review and submittal to the internal revenue service. TurboTax determined I should receive $746 refund.

I received a letter from the IRS indicating the amount was completely incorrect and requesting an additional $654 which totals $1400.

The IRS indicated that the change information they made may have to do with qualifying dependence. I do not have any dependence.

Why if TurboTax reviewed and approved my 2021 tax submittal is there a discrepancy in my tax return and is the IRS wrong or TurboTax made an error. Please respond

[MichelleLO]

Please reach out to TurboTax Customer Support for assistance. In this public forum, we do not have access to your personal account information and are unable to provide assistance with this type of issue.

What is the TurboTax phone number?

@skylab 1

[leachr]

Turbo tax promised a  20.00 discount if I used turbo tax from Ameritrade. Not true.  At the close, when I paid the bill for 89.00 +, 49.00nothing was discounted.  When I got online help, I was told to start over, which was out of the question.  For a software company like turbo tax, failing to have the discount listed at the end is intentional or imcompetetent, or it was a glitch.  Which one was it, and how will you fix this mistake?

[mesquitebean]

---

@ leachr wrote:

Turbo tax promised a  20.00 discount if I used turbo tax from Ameritrade. Not true.  At the close, when I paid the bill for 89.00 +, 49.00nothing was discounted.  When I got online help, I was told to start over, which was out of the question.  For a software company like turbo tax, failing to have the discount listed at the end is intentional or imcompetetent, or it was a glitch.  Which one was it, and how will you fix this mistake?

---

Sorry you had trouble with that.  This is a user community forum--not a direct route to TurboTax Support--but we can tell you how to reach them. 

I don't know anything about your specific offer or how you encountered it, but can say some things in general.

Whenever there is an affiliate partner discount offer, it usually takes one to a "microsite"  that looks similar to the TurboTax website but may have some of the partner branding and the discount prices.  It usually requires access at a special link from TurboTax or the partner's website.   Then one must start their return there and return there each time to finish and file the return.  You should see some partner branding each time you go to the access site to log into it.  If you ever log into the regular Online TurboTax website, then it won't know you were using the microsite.

If you had asked in the forum before paying, we might have been able to guide you back into the "microsite" and discount.  In fact, the FAQ below also tells what to try if you get to the end and your discount hasn't been applied.  It sounds like the Support agent may not have known how to suggest those steps in the FAQ to get the discount back.  That often can solve it and doesn't require starting over.

Less commonly there are some promo offers that have a coupon code, but you didn't mention anything about a code.

Did you use Premier Edition?  If so, then your eligible discount "may" have been $15.    I don't know anything specific about your offer, but most partner discounts usually say "up to $20", with $20 being for the Self-Employed Edition.  If you used Premier, the discount you were to have received may have been $15, and $10 for Deluxe.

FAQ:  How do I get my TurboTax affiliate partner discount?

https://ttlc.intuit.com/community/charges-and-fees/help/how-do-i-get-my-turbotax-affiliate-partner-d...

You can talk to TurboTax Support, but it's not easy to talk them into a discount after the fact.  It can't hurt to try.  Tell them the only thing Support offered you when you sought help initially was to start over.  Ask for a "billing supervisor" if needed.

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

[DGRUSH]

I DID NOT RECEIVE MY  2020 REFUND

[xmasbaby0]

@DGRUSH

TurboTax does not get any information at all from the IRS after you file your tax return.  No one at TurboTax knows what the IRS is doing with your return.

The IRS refund site is not showing information now for 2020 refunds.  It is only showing 2021 refund information, so if you try to track a 2020 refund it will tell you there is no information.

There have been a lot of delays for 2020  federal refunds.  Did you mail your return or e-file?

If you mailed it:

MAILED RETURNS

If  you mail a tax return (or a payment) to the IRS, it is a good idea to use a mailing service that will track it like UPS or certified mail so you will know it was received.

When you mail a tax return, you need to attach any documents showing tax withheld, such as your W-2’s or any 1099’s. 

TurboTax will not know anything about your mailed return, and will continue to show “Ready to Mail” on your account.  TurboTax will not know that you put your tax return in an envelope and took it to a mailbox.  TurboTax does not get updates on mailed  (or e-filed) returns.

The IRS refund site is only showing information about 2021 refunds now so it will not show anything about your 2020 refund.

Or......

Did you e-file?  Did you click a big orange button that said “Transmit my returns now?”

When you e-file your federal return you will receive two emails from TurboTax.  The first one will say that your return was submitted.  The second email will tell you if your federal return was accepted or rejected.  If you e-filed a state return, there will be a third email to tell you if the state accepted or rejected your state return.

Does your TT account say that your return was accepted?  Or does it say something else—like “rejected”, “printed” or “ready to mail?”  If it does not say accepted then it was not filed unless you put it in an envelope yourself and mailed it.

 TurboTax does not mail your tax return for you.

If your e-file was accepted:

If you chose to have your fees deducted from your federal refund:

Santa Barbara Tax Products Group, LLC  (SBTPG) is the bank that handles the Refund Processing Service when you choose to have your TurboTax fees deducted from your refund. This option also has an additional charge from the bank that processes the transaction. 

You can contact them SBTPG, toll-free, at 1-877-908-7228 or go to their secure website www.sbtpg.com 

https://ttlc.intuit.com/questions/2580357-who-provides-the-refund-processing-service

To call the IRS:IRS:  800-829-1040  hours 7 AM - 7 PM local time Mon-Fri

Listen to each menu before making the selection.

First choose your language. Press 1 for English.

Then do NOT choose the first choice re: "Refund", or it will send you to an automated phone line.

Instead, press 2 for "personal income tax".

Then press 1 for "form, tax history, or payment".  

Then press 3 "for all other questions."

Then press 2 "for all other questions."  It should then transfer you to an agent.

TAX ADVOCATE

At the following IRS website, find the USA map and click on your state, and it will give you the number of your area's IRS Taxpayer Advocate.

http://www.irs.gov/uac/Contact-a-Local-Taxpayer-Advocate

Also see this article for more info on how the Taxpayer Advocate Service works::
http://www.irs.gov/taxtopics/tc104.html

[Robtx123]

Did my taxes using intuit turbo tax ,was to receive 2800 dollars,got a check for74.oo dollars,what happened to rest of the money

[xmasbaby0]

@Robtx123 

LOTS of people have made mistakes this year with the recovery rebate credit by "forgetting" that they received the $1400 per person stimulus checks last year.  They answered no to the questions for the  recovery recovery rebate credit and put the $1400 per person on line 30 of their returns.  But you cannot get it twice, so the IRS removes it when it is there by mistake.

Try checking your online account with the IRS

https://www.irs.gov/payments/your-online-account

Does the IRS show that you received a $1400 stimulus or EIP check in 2021?   Did you receive it?   When you were asked on your tax return did you say no?   Was there $1400 on line 30 of your tax return?

If the IRS says you got $1400  per person last year but you did not receive it you can have it traced.

LOST THIRD STIMULUS CHECK

https://www.irs.gov/newsroom/questions-and-answers-about-the-third-round-economic-impact-payment-top...

If you need to trace a payment that the IRS says has been issued to you, mail or fax a completed IRS Form 3911, Taxpayer Statement Regarding Refund.

[Jstahl_1968]

I'm trying to find a number so I can complain about how the turbotax website was acting while I was in the middle of filing my return. It would not scroll (no, it wasn't my mouse, I tried arrow keys too). I ended up having to minimize my browser to 50% in order to see the button I needed to click on! Not everyone is going to think about doing that. 

[EbonyA]

Sorry for the issues experienced; you may review the initial post from mesquitebean which provides options for reaching out @Jstahl_1968.