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Level 3

Turbo Tax (Expert Services) Refund Problem

PLEASE ASSIST WITH A PAYMENT REFUND FOR A SERVICE THAT  I UNINTENTIONALLY BOUGHT ON TURBOTAX!!!!!

 

Yesterday I completed my taxes using Turbo Tax Deluxe like I have been doing for the last decade. This time after I paid my $59.99 fees I immediately noticed that the Expert Services was tacked on at an additional cost of $74.99. It was my error to not fully check the total before submitting payment, as I was rushing and pressed the payment button which charged my credit card in the amount of $134.98 ($59.99 plus $74.99).

After noticing the mistake I immediately called TurboTax customer support and the nice lady on the line told me she has to call a different department to get my refund authorized. After a few mnutes on hold she came back on the line and then told me that the agent she spoke with told her they can't refund the $74.99, but only 20% of the total, because I've already used the service, WHICH I'VE NOT DONE!

 

How is this possible since right after paying the fee I immediately called and asked for the refund which Turbo Tax is refusing to honor based on a false claim/statement that I've used the Expert Services without proof (there's none).  Over the many years using Turbo Tax I've made payments of more that $700 and this is the last time I'll be using this program if they're in the business of stealing from hard working tax filers.

 

My order number is  TTWQP1PZ25821035 in case management would like to provide me that non-existing proof (which they don't have) that I've used this Expert Services. I've never paid for these types of service ever using TurboTax.

 

Please someone from management with TurboTax contact me to sort out this issue with me as I feel cheated on by I company that I had trusted over the years.

10 Replies
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Intuit Alumni

Turbo Tax (Expert Services) Refund Problem

Hello! I'm so sorry you had a frustrating experience trying to get the charge for the extra service removed. I checked your account and it looks like the full amount was refunded. If you have further questions, please let me know!

Level 2

Turbo Tax (Expert Services) Refund Problem

I have a similar problem.   I admit, in my case, that I did click the button to ask an "expert" service to get a question answered, just one specific question.  But the supposed "expert" knew nothing and could not answer my question about why I had to pay AMT this year when I have never had to pay it before.   The "expert" apologized that the AMT was not their area of expertise, and I asked for my money back.  A case was opened but no one will remove what was marketed as a $60 service and now is a $75 scam fee, marketed like this: "Your CPA or EA will review your work and make any necessary changes. Get their approval to file and our 100% Accuracy Guarantee."   What kind of guarantee is it if they can't answer one question??  I'm at the point where I'm not going to file with Turbo Tax at all and will let all my colleagues at IBM International know what happened to me.

Level 6

Turbo Tax (Expert Services) Refund Problem

I have actually been looking at how to change my choice before I file, because I think I also chose expert help, but never used it, don't need them to look over my taxes, etc.  I'm sorry for what happened to you, but glad to see before I file.  Thank you for sharing this experience!

Level 7

Turbo Tax (Expert Services) Refund Problem

Its a total scam! I had the same thing happen to me today!  I called and yep, they said they couldn't refund the money. There was nothing I saw that said I was going to pay an additional $50 for the service of asking an expert, who like most of you, was no help at all.  Most companies, like say Amazon for one, would give you at least a one time money back. Hell I'd be glad for at least the 20% discount that one of you got, but I have got nothing.  I looked for an email so I could write them and the only thing I can do is call and get the same answer, or complain on here and hope someone hears from corporate.  Not happy.

Level 7

Turbo Tax (Expert Services) Refund Problem

Oh PS you can get your money back...you just have to spend double the hours and redo all your taxes....that is if you haven't paid yet. UGH! Ridiculous.

Level 6

Turbo Tax (Expert Services) Refund Problem

When I called, I was told it was good I hadn't submitted/paid yet.  They could take it off for me, but only if I blew away everything I had done and started over.  I ended up having that done, and then I filed with Credit Karma which was Free, Free, Free even for a very complicated return.  I won't be using TurboTax anymore.  I guess I needed this "push" to get my data into another system and be willing to not have my history to work with each year.  So in the end, it was a good thing for me!  

Level 3

Turbo Tax (Expert Services) Refund Problem

I have used Turbo Tax for more than 15 years. I already paid $199 online version with live chat. However there is an issue with Form 8960. I called several times for live support. Two specialists could not solve it and both referred me to CPA. I was waiting on call for two hours yesterday and almost one hour today on call and nobody answered. I do not think CPA could solve it. How do I cancel the service? I have not filed yet. 

Level 7

Turbo Tax (Expert Services) Refund Problem

Pretty sure your only option will be to redo everything. That seems to be their only answer for services you subscribed to somewhere in the process but no longer want to pay for, whether you understood how much you were going to be charged or not. They don’t give a crap. They won’t refund you or credit you. It’s UNREAL for a company that used to have a great reputation. Now they just want your money and don’t care what problems you have...that seem to be mostly their fault. There is no escalation process, no contact number or email beside that single number. Nothing. I’d shame them on social media (as I did) to see if it will get you anywhere. Good luck my friend welcome to the boat load of us that are PISSED at Turbo tax. I will not be back next year. Good riddance.
Level 2

Turbo Tax (Expert Services) Refund Problem

Man, how I regret "filing with Turbo Tax" Witch I  technically did not Because I did not even mail anything (paperwork) although I clicked print. I am so upset. $104$ was taken from my accnt. The lady who I spoke to was soooo rude, and did not make me feel better at all and she is a "customer service agent".  I ended up filing somewhere else, and paying LESS. I would of being so happy if I got taken care of but NO.  I will make sure , to let my people know to never file with Turbo Tax.  Worst experience ever

Level 2

Turbo Tax (Expert Services) Refund Problem

They didn't give you your money back?