Why am I getting charged for state and deluxe when the loyalty program is supposed to include both for free?

[mtsandov]

Here's what it says.

TurboTax for free
ENROLLED
You’ll file your 2020 federal and state taxes 100% free, even if you need to use TurboTax Deluxe, Premier, or Self-Employed.

[LindseyLO]

So that we can better assist you are you able to provide us with a link or more information about your loyalty program benefits? Thank you!

[VolvoGirl]

I never heard of a "Loyalty program".  I've been around here for over 10 years.  That must be a benefit from your bank or broker, etc.  who is it from?

How to get the partner discount

https://ttlc.intuit.com/community/charges-and-fees/help/how-do-i-get-my-turbotax-affiliate-partner-d...

[mtsandov]

I attached a picture from my TurboTax dashboard. It's from TurboTax, but I have been having trouble finding it mentioned elsewhere. From the picture, you can see it says free Deluxe and state, but when I click to finish my taxes I get charged for both. I did not upgrade for live expert help or anything else besides the deluxe upgrade.

TurboTax Loyalty Program

[JamesG1]

In Tax Year (TY) 2019, Intuit tested a membership/loyalty program with both free and paid customers using TurboTax Online.

The free membership hub provided a guarantee for free Do-It-Yourself (DIY) paid product the next year along with several other year-round benefits.  The paid program is being discontinued.

Do you know whether you were a free or paid customer in the program?

Did you sign into 2020 tax return under the same sign-in ID as the Loyalty Program?

[mtsandov]

Last year I believe I filed my taxes for free and membership into the program was free as well.

I can confirm that it is the same sign-in ID as well.  

[AkinaLO]

Please contact TurboTax support for more information on the loyalty program.

Customer support phone number - TurboTax

[mtsandov]

The link provided just has another thread from 2018 that doesn't provide a contact number.  

[mtsandov]

Well, I was just on the phone for 45 minutes with customer service, and they hung up on me while I was on hold and never called me back.

[mtsandov]

I also just saw that the same manager marked my case as resolved. It is case number [number removed].

[mtsandov]

I also have an email from Turbotax about the loyalty program if that helps. 

[SForrestLO]

For further assistance, please contact a phone agent. They have the ability to access your account and research this for you. 

This FAQ will provide you the steps to contact an agent.

Contact an agent

[mtsandov]

I spent 3 hours on the phone yesterday without a resolution. They said it was supposed to be free but couldn't do anything about it. Is there a better number to call? I feel scammed after signing up for this program a year ago, getting multiple written communications from Turbotax stating it was 100% free, and still having to pay full price. 

[EbonyL122824]

You are able to begin your tax return using TurboTax Free Edition, but if you do not qualify for it, you will be prompted to upgrade. Please see this link for tax situations covered in TurboTax Free Edition. Please see the FAQ here regarding a refund for TurboTax Online products. Please use this link to contact Customer Support if you need further assistance as we are not able to assist with billing issues here in the community.

[volsheels]

I too received an email stated the following: When you filed your 2019 taxes with TurboTax, you signed up for our free membership program. As part of the program, you can file your 2020 taxes 100% free no matter your tax situation with TurboTax Free Edition, Deluxe, Premier, or Self-Employed.  So, I logged in, upgraded to the Deluxe (even though it probably wasn't necessary), then when I got ready to file, it showed that I would need to pay $50 for the state return.  After looking at the replies to this question, I was a little pessimistic, but I figured I'd try to call ([phone number removed]).  Like most others, it initially didn't seem to go so well because nobody knew what this loyalty program was, but Jennifer Dickerson and Ina Brown were able to straighten the situation out and gave me a service code which gave me a 100% discount.  We were on the phone an hour to get this done, but I ended up filing for free as I was told in the email.  So thankful to Jennifer and Ina at Intuit for helping this girl out!!!!