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Turbotax Online is "free to start" but the price you pay at the end is determined by the complexity of your tax return (what forms you need) and any extra services you request, rather than your income or the amount of your refund. If you agreed to the upgrade, and you paid on checkout or you agreed to have your payment deducted from your refund, that is normally final. Making the payment is taken as proof that you are satisfied with the service.
There is a separate version of Turbotax that is co-sponsored by the IRS Free-File alliance that is free to all users, even for complex tax returns, up to $34,000 of income, or $68,000 for active duty military. (Other companies may have higher income limits on their Free File Alliance versions.) The IRS requires that Free File Alliance versions be completely separate, and they can't offer paid upgrades or additional services like Audit Support, Refund on a Debit Card, Refund Advance (Loan) or Live Assistance.
The best way to access the Free File Alliance version is directly on the IRS web site. https://www.irs.gov/e-file-providers/about-the-free-file-alliance
The direct link to the Turbotax Free File Alliance version is here. You have to make a separate account with a separate user name and password. https://turbotax.intuit.com/taxfreedom/
Because of some news reports and confusion over who qualifies for the IRS free version (the "Really really free" version instead of the "free to start" version, you may have some luck contacting customer support if you believe that you should have qualified for the really really free version. But, it depends on your income level.
If you want to discuss your fees with customer support, you need to contact them directly. Use the keyword "billing issue" rather than "refund", which will take you to information about your IRS refund.
https://ttlc.intuit.com/replies/6386875
What a scam! It starts off as FREE, then forces you to go deluxe or you can't file! Almost $200 to file a simple return.
Have you tried the IRS FREE FILE option for a totally free fed & state returns ???
You do not have to be EITC eligible in order to qualify for Free File. Any individual or married couple that meets the income limitation can qualify. First-time filers or college students are key users. Military personnel who meet the income requirement can use any of nine partner products. And seniors who want to file the new Form 1040-SR because they are over 65 and taking the standard deduction also can use Free File.
Remember, if you meet the income requirement you will find at least one free online product. To avoid fees for state tax returns, look for a partner that offers free state tax return preparation or check out your state's tax agency website to see if they are members of the State Free File program.
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