I did NOT opt for TurboTax Live assisted premium tax year 2024 and $336.62 was deducted from my federal tax refund. I was finally able to locate the order for this and spoke to customer support, Chad was very helpful. I would understand if I made a mistake in my selection, but that was not the case here. Now, I did not ask for a full refund, but an explanation to how this could happen and to only refund the difference between the premium tax fee of $179.56 and non-premium fee. As well, the order (invoice) showed a total fee of $231.62, was to be charged, however, $336.62 was deducted. What is the additional $105.00 fee deduction? There is nothing to indicate what this fee is for. I submitted a claim today and immediately received an automated standard response: "We are unable to process the refund for TurboTax Online product Case #1545183897 because our Satisfaction Guaranteed policy only covers TurboTax CD/Download products. TurboTax Online is designed not to charge the customer until after they choose to file, so it is not covered under the Satisfaction Guarantee." This tells me that AI is responding and that no actual review of my question was done. I've used TurboTax for many years now and I'm very unhappy at the lack of response here or ability to secure real assistance. While Chad was very professional and helpful, he could only direct me to an on-line submission to request refund and not anyone who could truly help me. I am no longer going to use Turbotax or any of the Intuit products. They are using unfair tactics here and not helping or supporting their customers.
