I was reading a TurboTax Blog post about ways to free file and I had a question about returns that aren't "simple"...

[nickroeder]

I read your blog post about ways to file for free here:

Ways to File your Taxes with TurboTax For Free 

You have a link for TurboTax Free Edition but that is for simple returns only... I don't have a simple return and further down in the article it discusses the "IRS Free File program delivered by TurboTax."

I believe I qualify for IRS Free File because I make less than $39,000.

You have a link in the article to the TurboTax Free Edition that I don't qualify for but you don't have a link to the Free File program that I do qualify for.

What is the link and can I access it through turbotax.com?

[mesquitebean]

@nickroeder 

The TurboTax IRS Free File Program is fully-featured if you meet ONE of the qualifications to use it.

No, you do NOT access it through TurboTax.com.  It is at it's own separate website.   I'll provide the link and some FAQs below.   If you are signed in at Online TurboTax, you need to log out of your account before going to the TurboTax IRS Free File Program site.   I'd also start off fresh by emptying the browser's cache, closing and reopening the browser.   If you qualify, you will sign into your existing account, but only sign in at the special website.

The TurboTax IRS Free File Program is fully-featured and can prepare all the usual forms and schedules, if you qualify.   For example, in addition to Schedules 1-3 it can prepare Schedule C, D, E, F, etc., and enter K-1. But one has to meet one of the qualifications to use.  See below:

To qualify for free 2020 federal and state tax returns through the IRS Free File Program delivered by TurboTax, you just need to meet one of these requirements:

• Your 2020 household AGI is $39,000 or less; or
• You qualify for the Earned Income Tax Credit (EITC); or
• In 2020, you served as active duty military (including Reservists and National Guard) with a maximum AGI of $72,000, and you have a military-issued W-2.

If you meet one of those qualifications and want to use it, it is at this special website

https://freefile.intuit.com/

but see these 2 FAQs first, including how to switch without starting over:

FAQ:  What is the TurboTax IRS Free File Program?
https://ttlc.intuit.com/community/choosing-a-product/help/what-is-the-turbotax-free-file-program/01/...

and

FAQ:  How do I switch to the TurboTax IRS Free File Program? 

https://ttlc.intuit.com/community/downgrading/help/how-do-i-switch-to-turbotax-free-file-program/00/...

[nickroeder]

@mesquitebean Thank you. One more question.

I clicked a link in a promotional email that you guys sent me to save $30 if I file before 2/28.

When I clicked that link for the Free Edition there was no indication that I wasn't on the Free File Free Edition. In other words the actual Free Free Edition.

How was I to know that I wasn't truly on the free version when it's called Free Edition? I paid $100... for the free edition... Do you see my problem? Free means free right? I made under $39,000 and I qualify. I made WAY below $39,000.

Shouldn't TurboTax have automatically seen that I qualify and redirect me to the Free File edition? I used the link you guys sent me...

[nickroeder]

@mesquitebean  For some reason my previous reply was marked as spam...

I didn't use the Free File link at the IRS site and I ended up spending $100... Again, this link wasn't posted on the blog post.

Should TurboTax have automatically determined that I qualify for Free File when it was running it's fancy animations checking for every deduction?

I don't understand how free turned into $100 and then turns into I used the wrong link that isn't even provided on the blog post.

[nickroeder]

Furthermore....

When I click "We’ll help you find the right TurboTax product for your situation" on the Turbo Tax website it DOES NOT say anything about the IRS Free File option. That is the best product for me. Maybe not the best product for TurboTax...

The real Free File option is so HIDDEN!!!

[mesquitebean]

I misinterpreted your original question at the start.   It didn't mention that you had already paid for a product.  I thought you were seeking that free product to use.  That's why I provided info on it, how to switch, etc..

You have since asked:  "Should TurboTax have automatically determined that I qualify for Free File when it was running it's fancy animations checking for every deduction?"

They don't mention it among their regular Online TurboTax products.  So the "should" is certainly debatable.  But their product selection tool does not do that.

This is mainly a user community forum.  I'm a fellow user and longtime forum helper, and I don't work for TurboTax.  I don't agree with a lot of their marketing strategies.   I agree TurboTax doesn't make the IRS Free File Program easy to find.  For people who go to the IRS website to seek a free product (where there are several choices of companies and some have different qualifications), if they choose a TurboTax product there, they are taken directly to the special TurboTax IRS Free File website. 

That being said, they are not alone in that regard.  So maybe the IRS requires that they keep them separate.   I just went to two of the well-known companies listed at the IRS site, and the links from the IRS website took me directly to their special IRS Free File page.   I then navigated on my own to each company's main webpage and sought a product.  Those 2 companies also didn't have any mention of their IRS Free File product in their main product selection page--at least not in the few minutes I spent trying--so I don't know how easy it is for their users to find their Free File website who initially go to their regular product page. I don't know if they have links in any of their secondary pages or not.

In any case, if you want to discuss it with folks at TurboTax, here's how.   I don't know if they will do anything, but plead your best case, tell them you qualified for the IRS Free File program but couldn't find it.  They may say that continuing on to pay indicated your acceptance of the terms.  But it can't hurt to try.

Hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern) 7 days/week.

You can use this contact form to get a phone number:
https://support.turbotax.intuit.com/contact

Or we can tell you how to send email to the office of Intuit President, if you wish to leave Corporate a comment.

[nickroeder]

@mesquitebean  I apologize if I came off a little angry. It appears you can understand my frustration and I greatly appreciate that. I also sincerely appreciate the effort you took in your response.

I was also under the impression that you were a Intuit employee. Thank you for helping when you don't even have to.

While browsing the internet for relevant information apparently 70% of Americans qualify for the IRS Free File program yet only a single percentage of Americans actually use it.

I guarantee it's because TurboTax and other companies are intentionally making it difficult to find. I found tons of information about it on ProPublica and there are class action lawsuits about this precise issue.

I can also guarantee that TurboTax will not be taking my money when next year rolls around.

TurboTax has not only taken my money this year even though I qualify for Free File but they have done it previous years. Not only do I want Intuit to refund my charge for this year but I hope myself and millions of other Americans can become part of the ongoing class action lawsuit.

I've contacted Intuit to see if they can remedy my situation and I'd like to take you up on your offer of, "Or we can tell you how to send email to the office of Intuit President, if you wish to leave Corporate a comment."

I would love to leave the Corporate Office a comment. I'm not entirely sure how they sleep at night.

Thank you for your help!

[mesquitebean]

@ nickroeder 

I revised this comment.   This way is better.    Go to the same link below

  https://www.intuit.com/company/executives

When you arrive there just under the large words "Intuit Leadership" at the top, you will see a blue banner that says "Do you have a question, concern, or feedback about an Intuit product or service?"

You will see an email link there.  It will go to the Office of the President (of Intuit).  It says they will respond quickly and get it to the correct leader.

[mesquitebean]

@nickroeder 

Please return to the forum to see the revised corporate contact info.  The revised info may have been emailed to you, but I'm not sure.

[nickroeder]

@mesquitebean  Thank you!

I ended up using the original link and sent my email to the CEO however I also used the revised email address as well. I figured it can't hurt.

I think I may have came off a little rambling and definitely angry. But hey, I'm angry!

The bottom line is Turbo Tax has all the info they need to know that I qualify for the IRS Free File program yet they completely failed to inform me of that. And for years...

I just wish more people were aware of this! They've quite literally scammed millions if not dare I say billions? Wow.

Thanks again! Really appreciate it!

[mesquitebean]

---

@ nickroeder wrote:

I clicked a link in a promotional email that you guys sent me to save $30 if I file before 2/28.

When I clicked that link for the Free Edition there was no indication that I wasn't on the Free File Free Edition. In other words the actual Free Free Edition.

How was I to know that I wasn't truly on the free version when it's called Free Edition? I paid $100... for the free edition... Do you see my problem? Free means free right? I made under $39,000 and I qualify. I made WAY below $39,000.

Shouldn't TurboTax have automatically seen that I qualify and redirect me to the Free File edition? I used the link you guys sent me...

---

This posting of yours suddenly showed up in the forum 8.5 hours after you wrote it.  Weird!

So I suspect some of it has already been explained by now in our other subsequent discussions.

By "you guys" you are obviously referring to the folks at TurboTax.  You already know by now from our other back-and-forth that I don't work for TurboTax but am a forum volunteer.

The commercial TurboTax Online website does not automatically direct anyone to the TurboTax IRS Free File Program even if they would qualify for it and does not describe it on their commercial website (that I know of) except in some FAQs that I provided you above on what it is and how to switch and also a third FAQ stating the difference between the 2 free products:

FAQ:  What's the difference between the IRS Free File Program and Free Edition?

https://ttlc.intuit.com/community/choosing-a-product/help/what-s-the-difference-between-free-file-pr...

That offer for save "up to" $30 was essentially a notice that the early-season discounts were expiring last night (ie., after Feb. 28).  The amount of the early-season discount varied in different products, such as $20 off in Deluxe and Premier, $30 off in Self-Employed, etc.  

If you click on Free Edition, that is the product on the Online TurboTax website that it takes one to.   So some folks may end up in Free Edition, not realizing it is different than the IRS Free File Program.  Then since it is such a limited edition, many have to upgrade to Deluxe (or higher) if they have one of Schedules 1-3.   So quite a few questions in the forum are "why is it charging me?"

You haven't said exactly what product edition you ending up using, so I'm not sure what your $100 fee represents, and if you prepared both a Federal and a state return.   The only time the regular Free Edition has a fee if one upgrades to PLUS (29.99) or chooses the optional MAX Benefits package.    There's also an additional $40 fee ) in any edition ($45 for California filers) if one chooses to pay for their product fees out of the Federal refund.    If your fee was $100, then I suspect you used either Deluxe or Premier.

[nickroeder]

@mesquitebean I don't know why my message appeared so much later. I apologize for causing you to write such an extensive reply.

Rest assured I followed your earlier advice about contacting the Office of The Intuit President. I was able to send them an email and they called me back today. I was on the phone with them for nearly an hour and they ended up refunding my charges.

I greatly appreciate your help. I think I'm all squared away for this year and now I'm aware of the IRS Free File edition going forward.

I've concluded that Intuit is deceiving customers by suppressing the true free version and I will most likely not use them going forward.

Thanks again!

[mesquitebean]

You're welcome.  Good luck.