I have trusted TurboTax for over six years to handle my taxes, which is why I'm deeply disappointed and frustrated by their recent deceptive practice.
This year, just before submitting my taxes, TurboTax prompted me with an offer to schedule a call with an expert to review my filing. The offer appeared entirely complimentary—at no point was it clearly indicated that scheduling this appointment would trigger an additional cost. Trusting TurboTax, I unknowingly scheduled the call. Realizing my mistake shortly after, I promptly canceled the appointment within 15 minutes and continued filing on my own.
To my astonishment, I was still charged for TurboTax Live Assist Premium—a service costing more than double the standard Premium fee. While I regret not catching this sooner, it's disheartening to see a company I once trusted resort to tactics that mislead loyal customers into purchasing services they don't need or use.
Worse yet, when I reached out to customer service to request a refund for the difference, I was met with a cold, indifferent refusal. Their reason was astonishingly bureaucratic and dismissive:
"We are unable to process the refund for TurboTax Online product Case #[phone number removed] 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 policy seems intentionally designed to protect TurboTax from responsibility, rather than to serve and respect their customers. TurboTax, your users deserve transparency, fairness, and respect—not hidden charges and bureaucratic loopholes.
I strongly urge TurboTax to rectify this unethical practice immediately, provide clear disclosures to users, and honor fair refund requests. Your reputation and customer loyalty depend on it.
