TurboTax Customer Service Complaints - page 2

I. Have used turbo tax for years.
This year 2023 for some reason, it is no longer user friendly.
After they charged my credit card, I attempted to net file my return.
I now have error codes coming up, that cannot be corrected. These are are for forms that have nothing to do with my returns.
I cannot net file.

Their help line is only useable if you pay for another upgrade.
If you call their phone lines, you are on hold for 45 mins to an hour. Then I was referred to a medical centre?????

Turbo Tax is no longer a trusted source for doing taxes.
They charge for a service they dont provide

I've been using a tax preparer for several years and apparently forgot my TurboTax password as a result. In that circumstance, when you try to log in online, you get a code that is sent to your e-mail. And when you input that code, it takes you to a form asking for your password. How crazy is that? Then it says it needs to verify you another way and you don't actually get to select another way. So you click "contact customer service" and it sends you to the same place you started. No way to contact them online apparently or it is very well hidden. I guess I'll use another Tax program.

Extreme poor service. They charged me twice for filing a free return and then said they can't help as the money is already debited

Just bought TT from Best Buy like the last 10 years. First, no CD. It's a download now. Had trouble with the 16 character auth. Code and was prompted to call costumer service. Instead of helping the agent ask to access my system
Mmthen proceeded to tell me it had been compromised then proceeded to try to sell me a $299. package to update my system then get turbo tax installed. I ask a question and then refused the pat offer. He immediately hung up without further comment.
I don't feel this was handled well and will be using another filing program in the future.
Called my son for advice and had the download completed in 10 minutes.
Intuit/ TurboTax- this is not the way to provide customer support.

Im very concerned that my personal information (bank acct, etc) is being entrusted to this company. The phone agent has had e on hold for almost an hour because she has to contact someone in tier 2? I ordered a back year tax download for 2021 at $120 and they sent me the CURRENT year download 2022! This product is free for current year anyway.

Seriously, America is totally reversing into the stoppages. I'm so disappointed in this company's inability to connect me to a professional and legit AR department.

I'm going to get a refund in 24 hours (hopefully). But now I'm waiting on hold AGAIN to see how I can get my 2021 download I need to purchase. Oh no...she just disconnected my call of 59 minutes!!!!

What a mistake it was!
I thought I would get a very professional service because Intuit (the company that owns TurboTax) is a good company, but NO!
The most unprofessional people, they couldn't do my taxes in time, they didn't know how to do specific things related to my business in the tax return, their customer service is the worst, and you can't trust them (which is the worst thing), I just got a letter from the IRS to pay an additional $1000!!!

I have my own business so my tax return is both personal and business which is why CPAs usually charge more. TurboTax charged about $300 less BUT I had to do most of the work myself, and they didn't set things right so now I need to pay $1000 more after I paid already and I didn't get the refund they calculated I should get, everything took too long, and I had to ask for an extension for the first time ever just because the "professional" took her time.
They can't guarantee anything, I had to call them about 4 times and they just told me "we can't do anything".

Don't do the mistake I did. Go to a real pro, DO NOT USE TURBOTAX

Intuit Turbo Tax, where the executives post their email online yet do not respond. The culture of horrible service starts at the top.

Needed to get the digital download for desktop to use Forms mode; hung up on multiple times while trying to get in touch with someone, anyone. The one person I talked to put me on hold for 10 to 15 minutes, then hung up on me at the end without resolving issue.

Absolutely horrible customer service. I tried to do my taxes made a mistake and had to take them to a professional then Turbo Tax wouldn't refund my product even though they said they would over the phone. Then I called and sat on hold for 40 mounties MULTIPLE times, was hung up on and rerouted over and over. Never resolving my issue.

On top of paying my premium which was to be paid by my tax return I was harassed daily flooded emails saying to pay my dues which was to be 300 for state and 300 for federal since I bought premium services. It was not the accepted fee I had agreed to and they did not help me do my taxes nor help me when I did not receive my returns which I still have not. So they owe me 600 now. Worst tax services ever. Robs people blind.

Highly irritated with this company and all of its sister companies. I have done taxes for several years with them and no issues. I have used their services and no problems. Last year filed my taxes and even paid premium for more security. I received and kept checking status yet nothing showed up in my direct deposit or mail NO RETURN NO LETTERS. INTUIT said contact IRS which they should know whether it was received or not yet I saw it was they said they couldn't tell. It is now time to do taxes again and get bothered by these people to do them No I refuse to. They are not even licensed or professional enough to have online customer support or help. They are a joke. I would not use them.

Have been using TurboTax for years. However filing my taxes for 2021 have been very frustrating. The software is buggy. 1) I live in a different state than the one I worked in "FL". The software said I needed to file a FL state even though FL has no state income tax. Even the help feature has different info than the software. At the end of the process I tried to delete the entry for FL but then it would skip over my AZ state form so I couldn't put in my info. 2) The software states not to put in "0" if there is no amount, but at least one entry kept repeating itself stating I had not entered enough info. I finally figured out that I needed to put in a zero. 3) I manually added a 1099-INT, but there was no box for me to put the "PAYERS TIN" which I found odd. 4) There is check box that asks for a form "Do you have more info?" I unchecked it but when I go back to review it is checked again. So the software is not saving my change. 5) I paid for the full service package and called service 3 times. All people were polite and professional. However the first time I called I got a "product specialist" who was pretty clueless about my questions. She said she would forward me to a tax special, but..... she forwarded me to another product specialist who was also clueless. The next product specialist forwarded me to a "tax specialist" The tax specialist helped but I got the feeling she was struggling. I called again later for a tax specialist and she helped with my other questions but again got the feeling she was struggling. The software and the tax people struggled with my questions about my traditional 401k to roth ira conversion. Overall I have been very disappointed with TurboTax this year. Not sure why TurboTax has been so highly rated by various tech mags and such. Did they actually use it. Do they test the software with people who don't know what their doing? IF not they should. This software is suppose to guide tax novices through seamlessly. Too late for me this year, but next I will look at other options.

I called Turbotax, a guy answer, but it was obvious he was awaken by my call. I couldn't understand what he's saying, he didn't know what he's saying, but acted like I'm not following his direction. Loud noise in the background. At the end he said he has no time. I'm proud of myself for being patient with him as long as we were on the phone.

I have spent hours on the phone, constant drops, no call back and unable to solve problem - horrible service!!!

I was charged nearly $400 to do it myself, and was everything said and done I should have gotten 2100 back. Now they're telling me that i r s change that amount and I'm only getting $900 something back. And I paid extra to have a professional help me along the way and they are about as useful as a fart in a windstorm. I should have stuck with H and R Block they would have charged weight last and I would have gotten a proper amount. And the one time I was actually able to get help, the person didn't know what was going on. He was more confused than I was.

I'm sorry to say but this year's 2021 online version was a nightmare for me. I've used different programs and was happy with turbo until this year. I will never use online Inuit turbo tax again.

The Self-Employed Online filing was easy BUT Turbotax made a LARGE error resulting in a refund of $2800 LESS than expected. When I tried to reach a specialist it was hard. When I finally spoke to someone their area of expertise was questionable. I called the IRS today and discovered that they had entered by 2021 Stimulus payments incorrectly. I truly think I should get a refund from them for the fees they charged me to file. Customer service and the error was very poor.

No question!! Just my opinion/ comment on the tv commercial where the guy is spitting his drink in the other guys face. STUPID COMMERCIAL!! Spitting in someone's face is degrading & humiliating. There is nothing funny about it. This is unacceptable, even in a joking manner! Makes me never want to use the company! Very unprofessional and should be removed!

The worst customer service ever, not able to get a human being on the phone. Not able to e-file fed returns for 2021z

When filing my 2021 taxes earlier this year, I selected every option TurboTax presented on their website as an add-on service for an additional fee. I have followed the same process for years. Instead of using any of the many free options, I believed it was the responsible strategy to have expert, personalized assistance for something as serious as dealing with the IRS.
This is the first year I had a discrepancy that required additional assistance, and I felt relief that I had paid the extra fee. My ultimate disappointment has been immeasurable, but I am hopeful that anyone reading this review will save themselves the same frustration and potentially hundreds of dollars. BUYER BEWARE; TT provided me with nothing less than advertised. They are not offering you any personalized services, and you will not have access to a CPA. If you are ever audited, you are better off paying for a local CPA, with your hard-earned dollars going towards your specific needs.
The first indication that TT was not a helpful product was when my Federal Return was delayed significantly. My state return was accepted, and a refund deposited within 1 week of my submission. My Federal return was accepted and followed by radio silence for several weeks. TT sent me no updates; nothing on my TT account home screen indicated an update or the need for additional information. A friend advised me that she had used an alternative online tax prep company. She received an email from that company advising her of a delay for all who claimed a Child Tax Credit or Earned Income Credit, and even provided a date by which the return should be expected along with a link to IRS.gov for further details. I received no such information from TT.
I went directly to IRS.gov for further information and found that my friends email notification was accurate. I found additional resources and information applicable to me. I began to check IRS.gov daily, as the homepage for my TT account never changed or updated, but the IRS did. Eventually, my information on the IRS.gov website updated to advise me that I was missing document 8332, and since it wasn't submitted when filing my taxes, a significant recalculation had been applied to my refund. The letter advised me on what specific steps should be taken to correct this, including advising me of a hard deadline to have the documents submitted by, and that electronic submission would not suffice.
I contacted TT, thinking that I was going to receive personalized, professional assistance to get this addressed. I spoke to multiple customer service agents, each representing themselves as an "expert" Tax Advisor. I repeatedly explained that I had paid extra in the event I needed help from a CPA and requested to be connected to whomever was assigned to me.
Each agent I spoke with was pleasant and kind and assured me they were an "Expert Tax Advisor". It was at this point I slowly began to realize my own error. I would not be connected to a CPA. I would not be getting any personalized assistance. The "Experts" are just the call center customer service/sales agents for the TT product. While providing excellent customer service, they are not equipped to answer questions about tax code or law. They have no more education on filing taxes than you or I, and if asked directly, will admit the quiet part aloud. They are not a CPA. I find this sales strategy borders on unethical. Having worked in a call center for years, I am very familiar with scripting that is designed specifically to convey one message to the client while carefully protecting the company's interest. To be subtly manipulated with this careful verbiage when navigating something as serious as filing taxes is not just frustrating. It's terrifying. All the peace of mind I believed I paid for was nothing more than a well-executed sales pitch. I fell for it, these agents knew it, and were gently advising me of this.
When initially completing the "train-ride" process of filing my taxes through TT website, I was made aware of the need for an 8332 form. I read all the additional information boxes available to me on what the form is, why it is needed, and who needs to submit it. From these information boxes, I deduced that this was not my responsibility. (Ultimately, it isn't. Someone else needs to fill out and sign this form. I assumed it would be done when that person filed their taxes.) However, since the submission (or exclusion) of this form is significant enough to alter my personally calculated result by more than half, I would expect that TT would alert me to this. Perhaps something in red indicating a concern or something potentially missing. Anything to indicate that I potentially should follow up on this item, acquire the signed form and include it with my return before submitting. TT provided me NO indication that I was missing documentation, and certainly no warnings or predictive calculations of what might happen if this documentation isn't included. At no point in the entire process did TT ever even update my account on their website to indicate that my return had been adjusted. I never received an email or any notification at all from TT indicating a discrepancy with my return or the need for additional documentation.
None of my subsequent requests for assistance from TT resulted in action points for resolution. Each agent had a different suggestion on how to handle the amendment, and despite being advised there were "notes added to my account", each conversation began anew as though I were a stranger. Being subject to a system of taxation that carries the potential for life-altering punishments should a mistake arise is stressful enough. To then be taken advantage of by a company who happily benefits financially from the fear of that system is unconscionable. I will never again use TurboTax, and I would encourage others to take advantage of the many free options available for filing your taxes. If your taxes are complex enough to require assistance, please hire a reputable CPA.

TurboTax clearly advertises that you can download and use up to 5 copies of the program on multiple computers. (I have a screen shot of it). I purchased TurboTax Premier to be used for my taxes, my mother-in-law's taxes and my daughter's. I did two of the tax returns on my computer and when I tried to download a second copy onto my daughter's computer, it wouldn't work. I spent 1.5 hours total, trying to download and on the phone with customer service. They finally told me that their policy had changed and you can only do up to 5 returns on a single computer. Then, why the heck are you still advertising just the opposite? What a huge waste of time and considerable frustration. This is false advertising and the kind of thing that triggers class action law suits against large corporations. As a concession, the customer service rep agreed to send my daughter a free copy of the program so we could do her taxes on her computer. Well, guess what? It would not download and it wasn't usable. Even customer service can't get it right. TurboTax: Please get your act together. I'm a long time user of your program but I'm seriously thinking of switching to another option for my family's 2022 tax returns

I was charged for something I didn't want and you won't return my money

Terrible paid $119 dollars for live expert & that was totally a WASTE OF MONEY! Had a question on my refund About community property adjustments, Since this was my 1st year filing married/separate I was really having a tough time Trying to figure out what to put in the boxes.. So that's when I did Turbotax live expert The lady that got on to to help me told me told me specifically to put my husband's information on my return I was like OK, It just didn't sound right but I went with it after she hung up quickly without answering another question that I had I went on ahead and called my sister-in-law and told her the same question about the community property adjustments and told her what the lady on Turbo tax live Had told me to put in the Box and she told me that was not correct that lady told me told me something that she did not know anything about and my sister-in-law is the one that actually helped me with that situation so that was was a $119 down the drain

Have tried to connect with their help. They have a problem in that the help page does not work when I try and use what it says. Specifically on How to claim the SEHI deduction in TurboTax. I have talked with 5 agents. Two said I need to talk with a CPA. One tried to transfer me and I got dropped. The other gave me a number that did nothing but describe a CPA. Turbotax is lying when they say they have live help

Customer service is horrible. Long hold times. Reps that can't resolve problems.
I contacted them twice in 24 hours. First rep hung up on me when I caught her in a lie. Second rep hung up because she couldn't answer a question. Never use this company.