Why does Turbotax refuse to offer a real person for customer support?

[Aneesah Bennett]

TurboTax is a whole scam and rip off. I’ve been trying to try to try to get a contact with the real person to talk to. They don’t give you that the fact is I did my taxes with them and never received. No information back can’t even find no trace nothing. The IRS sent me a letter stated that I was refund taxes They put my check in their evolve bank and now I’m about to take it to Better Business Bureau as of today I’ve been on the phone trying to check my taxes down for 2024 and it’s 2025. They took my money and I can’t get in contact and they won’t let me get in contact with nobody so this is not a good place to do your taxes at all I am against them and I will be against them in the near future

[xmasbaby0]

First you need to check the IRS refund site to see if your refund was issued, and look to see how much they issued.

https://www.irs.gov/refunds

Your tax refund was not sent to TurboTax.   TurboTax does not handle your refund at all.

Santa Barbara Tax Products Group, LLC  (SBTPG) is the bank that handles the Refund Processing Service when you choose to have your TurboTax fees deducted from your refund. This option also has an additional charge from the bank that processes the transaction. 

You can contact them SBTPG, toll-free, at 1-877-908-7228 or go to their secure website www.sbtpg.com 

How can I see my TurboTax  fees?   

https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/review-fees-turbo...

What is Refund Processing Service?

[user17557079009]

I have had same experience. Its automated voice and it refuses to pass me to a customer service representative. Its a pathetic system and I have been trying it for hours without use. Its just wont let me through to someone.

[xmasbaby0]

@user17557079009

Phone support is not provided with the Free Edition.  If you are using a paid version of the software or if you purchased PLUS you can get phone support when customer support is there.  Otherwise, post your question here and someone will try to help.

To call TurboTax customer support

https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/contact-turbotax/L2y9...

Monday - Friday 5 a.m.to 5 p.m Pacific time

https://twitter.com/TeamTurboTax

or

https://www.facebook.com/turbotax

[user17557079009]

Actually it seems their Audit Defence has different number [phone number removed]. 

And I was able to get through to customer service. Talked for quiet a long time and they were patient. But it was not really useful as their policy does not let you change your assigned rep so I am back to square one and at mercy of my rep. Apparently I have to let him mess up my filing and then contact them again to get things escalated. Truly horrible and frustrating experience. 

[crona2000]

Why do you get on here and **bleep**in lie?.Do you work for Intuiy?..Are you gwtting paid by intuit to cone on here and outright lie?..I ve been calling the 1 800 number for a weel and all i get is an automated person they don''t even give you the option of requesting to speak but to a person...I called because intuit charged my checking account without my petmission nor knowlege for a digitoal copt of turbo tac 2025..Its Nov. Why would I purchase a copy for next year now?...I want to see what happwned and get my money baxk. This is reall cheesy and I advise all of you to check your emails and your checking accounts for that charge.

[xmasbaby0]

@crona2000 It sounds like you signed up for the Advantage plan to get the 2025 desktop software, which was just released.

To cancel Advantage account
https://ttlc.intuit.com/community/downgrading/help/how-do-i-cancel-my-turbotax-advantage-subscriptio...

If you get charged for the Desktop program but can't install it, Turbo Tax has a special offer to move to the Online version. See info at the bottom of this Windows 10 End of Life article……
https://ttlc.intuit.com/community/articles/community-news-announcements/turbotax-windows-10-desktop-...

No one in the user forum can resolve a billing issue.  If you have a question about your TurboTax fees or billing, make sure you use the word “billing” in your request for help.  Do not use the word “refund.”

https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/contact-turbotax/L2y9...

Customer support is available Monday - Friday 5 a.m. to 5 p.m. Pacific time.

[VolvoGirl]

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@crona2000 wrote:

…...I called because intuit charged my checking account without my petmission nor knowlege for a digitoal copt of turbo tac 2025..Its Nov. Why would I purchase a copy for next year now?.…..

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The Desktop programs always come out in November.   I don’t think Turbo Tax wants to put it out so early and in such a rough un updated version.   But a lot of people want it early to get started and to do estimates for 2025 and to make income and deductions changes before the year end.