Unsatisfied Customer

[kiwiedge2002]

I have spoken to 2 different representatives today and I thought my problem was resolved but I guess not. I was told by both representatives that I would be able to file my taxes for free because my return could not be e-filed yet due to my state form not being ready to e-file (my card was charged anyway for a service that had not been rendered yet). Yet when I submitted the refund request, it was pretty much immediately denied. This was the response I got:

"We are unable to process the refund 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."

I realize there is nothing I can do about this now, but I will NEVER use TurboTax again due to having such a bad experience this year. I have used it for most of my adult life but no more. I was told I would be able to file for free and that was apparently a lie just to appease me at the time.

[CarissaM]

If you would like to inquire as to why they are denying the refund, I would suggest reaching out to us by phone so we can look into this. To reach us by phone, please follow the instructions here. We are unable to review your account here in this online forum. 

[Judge Mudge]

I hate to do a negative and I think I have some sympathy for customer service challenges...but my lack of assistance was sorely lacking.

1.  Had an issue with Form 1116.  Posted a comment.  Got a few feedbacks from others.  Even got an automated note from TT.  Directions in that note directed me to the comments and if no help was evident to follow directs to speak to someone.

2.  I could NOT find my original comments and those of others.  I could not follow directions because either I am completely incompetent following directions, those directions were wrong or the directions were correct for a different version of TT.  I never got to speak to a real person because there were no "canned" responses that fit my issue - in short, the Feds had failed to timely provide the form need to file for Foreign Tax paid for a credit or deduction!

3.  I searched and searched for a live person and finally after an hour surrendered and gave up.

4.  Good news was I tried to file again and lo and behold all was good.  I may have to revisit if my return is rejected but my fingers are crossed.

5.  TT - may I suggest some periodic focus groups to evaluate your services, your customer service responses and beta testing their advice to see how accurate it is.