I want to make a complaint

[MichelleLO]

You are welcome to either share your complaint in this forum or reach out to Customer Support via the Contact Us link below:

https://support.turbotax.intuit.com/contact/

[kathy88]

I am writing today to say I am very disappointed that Turbotax home and business does not include form 1041 for those who are filing for the estate of a family member who has passed.  Once again Intuit takes advantage of their customers (I have been a customer for many years) by not providing needed forms in the software that it should belong in.  Home and Business says it all to me.  I was shocked to find out that there is another program "turbotax business" which I cannot directly upgrade to and the names are quite confusing.  

I will likely end up in my local H&R Block office in order to get my returns completed even though I have already purchased the Premier and Home and Business from Turbotax.  I tried desperately to complete the Form 1041 on my own including hours of research on IRS website but determined that it was more complicated than I expected even though I am only reporting 2 items on the Form 1041.  

I had a glimmer of hope when I saw I could upgrade to Home and Business only to find out after several hours getting through your support phone system that "Business" is what I needed.  Now I have to request a refund for the H & B that is useless to me and still have to find out how to get my taxes done.  My hopes that your online support would answer all the questions I have have been dashed after seeing how difficult it is to find the online support where I can chat with an expert or phone support where the automated person will not let me talk to a person but instead sends me useless emails.  Your support phone number even seems conveniently difficult to find.

Please start putting customers first when you decide what to include in software.  You are supposed to be the help for the average person who justs wants to do their own taxes and get them done right.

[rabeea2100]

Hello,

I am a student. my whole income during 2019 was 14k. you deducted an extra $40 from my tax return. I called your customer service and they told me that this is the fees for deducting Turbotax fees from my tax return and I should have selected to pay ahead by my debit card, to avoid this $40 deduction. please, I did not know that and still can pay by my debit if you want. appreciate refunding this $40 as I am a student I need this money.

Thanks

[DaveF1006]

First of all, if you have already filed your return, it's too late. If you haven't, log into your return and then select file in the left navigational pane of your screen. Select review your order and then scroll through to where it asks how you wish to have your Turbo Tax fees deducted. Here you can indicate that you will pay by debit.

[jmoon1]

I ordered your software through this reseller and need a refund and have gotten no reply via phone or email. It looks really legit but perhaps it was fraud? But they are selling your product, so it reflects poorly on you. Thought I would try reaching out to see if you know anything about this. Ordered Friday June 12 and immediately asked for a refund, but have not had a response at all. 

[DoninGA]

@jmoon1   That is not an authorized TurboTax re-seller.  Probably a website using pirated software that would include malware and viruses 

[jmoon1]

Yes, I figured that out. I figured you all would want to know about it. Is there any recourse for me?

Jodi

[jmoon1]

Also, I have a Mac -- so I think I am ok on the malware front, but I am checking things out just in case.

[pmw3477]

I am very disappointed at the amount of money I was charged. I definitely not planning on using turbotax next year

[mlabrahams]

I agree, this is ridiculous.  I'need to do a form 1041 for my deceased relative and I agree it should be in Home and Business.  Since "Business' turbotax requires a Windows computer, that's not even an option for me.  As a long-time Turbotax user (back to when it was Macintax) I'm very disappointed. 

[Natkrupp]

I was having issues understanding why I owed 79 dollars as opposed to just the 39 for deluxe. I got on the phone with a support tech and he did not seem interested in helping me at first. He kept telling me to just submit my return and then we could look into it. I told him I didn’t want to submit it until I understood why. He seemed frustrated that I wasn’t submitting my return and that I was asking him to look into it and help me understand. We figured out that using my return to pay the 39 dollars cost an extra 40 and I decided to just pay with my credit card. I thought it was also weird that he wanted to stay in cobrowsing mode while I put in my credit card information and decided to do it after we got off the phone. When I did, I realized that he would have been able to see almost all of my numbers and that was off putting. I am disappointed that I left that interaction feeling that he didn’t actually want to help me understand and just get me to submit and say his job was done.