I couldn't start a new topic but have similar issue with being charge double for TurboTax (Deluxe) software. I bought a CD/Download version that couldn't be open because my MAC operating system was not up-to-date with the software. I couldn't upgraded my computer operating system but was given the option to file online from the message that popped up when the software couldn't open on my computer.
I took that option and I went online and did my filing, selecting the Deluxe version as like the CD/Download I bought. During the filing process, I didn't see the box to enter the Deluxe license code any where and was worried. I completed filling in my taxes info, but didn't initial the filing transaction because there was a charge of $59 for the Deluxe version in the check out cart. I had already paid for the CD/Download and didn't feel that I should pay again. I reached out to TurboTax customer service to ask for help. I got this guy with heavy Indian accent talking to me. He was very pushy and rude on the phone since I couldn't understand him clearly and couldn't follow his clicking instruction immediately. The guy was so impatient! He insisted that he needed to see my computer monitor before he can help me. He instructed me to download "the GlanceGuestMac" software and give him the access code so he can access my computer screen. I followed his instruction believing that he will help me. Once he was able to see my computer screen, I showed and explained to him my issue with TurboTax. He understood it and instructed me to enter the service code (10-digits) that he provided in the TurboTax filing. Then the instructed me to enter my credit card info and proceed with the check out which still including the $59 TurboTax Deluxe charges to my credit card. I told him that the $59 is still in my cart! He made me enter my credit card and I felt really uncomfortable that he saw my credit card info as he can see my computer screen. He yelled at me to do it and pushed proceed finish! I was frustrated and didn't know what else to do as I thought he is helping me to remove the $59 extra charge. Once the credit card transaction went through, the dude disconnected me and left me on the line by myself. This was so horrible!
I called back to TurboTax customer service and got another agent, a nicer one who understood my issue. Since the transaction has already gone through, the next best option he could do for me is to file a refund request. He gave me my case# [phone number removed]. After the agent filed my refund request, I got the email stated that the refund request has initialed. Soon after, TurboTax responded that they can't refund me because as
"We are unable to process the refund for TurboTax Online product Case #[phone number removed] because our Satisfaction Guaranteed policy 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 is so ridiculous! The first agent screwed me and left me hanging and now TurboTax declines to refund me $59. What kind of customer service is this!
I used TurboTax every year and this never happened to me. If only they clearly stated in bold and in larger fonts on the front cover the CD/Download product about the operating system compatibility instead printed it on the back of the product in fonts 7. Who the hell can see this important information! I am so disappointed in TurboTax for ripping off their customer as much as they can. The customer service (first Indian guy) agent is rude to me and should be fired!
Please be careful if you buy the CD/Download product. Make sure it is compatible to your operating system and don't file online unless you buy the tax software online too.
I paid twice $59 just to use TurboTax this year! I will find other mean to file my tax next year! TurboTax is a horrible company - I am very unhappy and dissatisfy with this company!
