Why I'm done with TurboTax

[tovaface]

First, TurboTax has the worst and most frustrating customer service call line ever experienced. Phone calls are answered by a robot who asks for information that it doesn't understand. It takes forever to reach an actual live person. Then it is hit or miss to get issues resolved. When I first purchased TurboTax Advantage Home and Business desktop version almost 6 years ago, it included Expert tax advice. When I was finally able to get past the robot to utilize this service, the tax experts I spoke with were always friendly, although not always the most knowledgeable. They all asked me to complete the survey to be sent afterwards, which I would have been happy to do, but no survey was ever sent. When I called for a tax expert while completing my 2022 return, I was told that service wasn't included with my product, the same product that was automatically renewed for five years. I received no notice of this change. The 2023 product renewal included an option to purchase this service for an additional $50 (but not for TT Business, according to the footnote at the bottom of the email). I've had it with TT's duplicity and deceit. It is no longer worth the aggravation. I purchased TT to make doing my taxes easier, not harder.

[Anonymous_]

Which product are you planning to use in the future, just out of curiosity?

[SteamTrain]

...and note, the if the note at the bottom said "Business" wasn't included in the $50 service....that's not the same program as "Home & Business".  H&B would likely be included......if you do ever decide to buy it again.

[tovaface]

Haven't decided yet. I usually don't start my taxes until all the statements come in around February. I'll definitely look at TaxAct and for recommendations for others. 

[tovaface]

Wishful thinking to say, "H&B would likely be included..". I had H&B last year and was told it's not included. I'm not taking the chance. I'm done with them. I have to wait 5-7 days for them to refund my automatic payment. When I asked the agent on the phone why she couldn't just process it herself, like most companies do, she said it was easier for the billing department to do it that way. That's emblematic of the TT way, do what's easier for you, not the customer. To all of you who are sticking with TT, I wish you only good luck.

[tommytoyou]

I just had some CSR tell me that the 12-15 people I dealt with over the last two weeks trying to access my account, which I have had for five years, were wrong. That if I just did the account verification for the fourth time in two weeks, it would work out just fine. What a bunch of BS!!! I wanted to use their service as it has worked well in the past but never, ever again. OLT is the place to go.

[Pagan1974]

This is 100% my last year using TurboTax. The customer service is deplorable. The first person I spoke to had absolutely no idea how to help me and just kept saying “umm” over and over.  I asked to speak to someone with more experience and she hung up.  I called back and got someone just as incompetent and the same thing happened.  Finally a third “tax expert” and I use that term loosely, called me back and was helpful. Now I need to speak to them again and waiter 34 minutes for a call only to have no one on the other line.  I am just going to spend more and get an actual accountant next time.  

[DoninGA]

@Pagan1974 If this is not a Billing type issue you can always post on this forum and get a reply back usually in just a few minutes.  Start a new question if that is what you wish to do so everyone can see it when posted.