Intuit - TurboTax

After 40 min on hold and a horrible phone tree, I finally was able to speak with Eric in customer service. He explains that tax software rounds up and that there is a "workaround" in place for this issue. He tells me to select that I didn't file last year. Wait a min, isn't that lying to the IRS? He assures me that it is not lying to the IRS and there will be no issue as it is actually a 3rd party. Hold on, if it is a 3rd party, why does the email and text say it was rejected by the IRS?

Additionally, why was I not notified that my information was being provided to a 3rd party, this was done without my knowledge OR consent. Eric assures me that there will be no issue and this will work. Reluctantly, I followed his instructions. I also said to him that if I have to print and mail my return, I expect a full refund on the software. He said this would not be a problem. After Eric punched me off the phone (so he wouldn't get in trouble) I received another email and text indicating my return was rejected by the IRS.

Fast forward to now, I have been in contact with the Intuit Office of the President, the agent, Candace, which turned out to be one of the most unhelpful customer service agents I have ever encountered. I have emailed the executives that are listed on the Intuit site and have not gotten a response, I sent the email 6 days ago. It has become obvious to me, the culture of horrible customer service starts at the top. I requested a refund on the purchase price of the software AND to have my information removed from the Intuit systems, I also wanted my info removed from the 3rd party system as well. The only response I have received is to submit forms which in turn, puts more of my information into the Intuit system.

The last email (which I am considering posting online) informed me that "I appreciate your candid feedback regarding this matter, and I will provide that feedback to our teams so we may continue to improve. I am sorry we could not reach a more mutually agreeable position on this matter; however, this is our final response." So, their final response is to pass the buck and still not resolve the matter at hand. Good job Intuit OOP agent, way to make a first-time customer feel "valued"

Since I have worked in customer service for most of my working years, I have a very high expectation from CS agents, especially those working in an escalations dept. If you, as a customer want an easy experience, I strongly urge you to find something other than Intuit products since this experience was everything BUT easy.

I made $0 in tax returns this year but had to come up with $108 because I could not figure out how to use other websites, and do not have time to figure out another way as a full time student. You are absolutely price gouging a vulnerable population but at least your website is user friendly. Otherwise I would have given 0 stars.

After spending 4 hours trying to fix these problems by clicking on every single option that came up, I went to bed for 5 hours before waking up at 7 a.m. so I could talk to a human w/o being on hold forever. She was able to view my screen and put her mouse where she wanted me to click, but she had no clue what to do either. In fact, she knew less than me because I had 4 hours experience on her! She just kept going over and over the same items trying to do the same thing I had already done.

After an hour of this, and repeated requests to connect me with a higher-up person (who of course never got back to us) I had to hang up while she kept begging me to try the same things over and over. I could not file because I could not click yes on the statement that everything in my return was true. So, I'm out $165. There is no screen that pops up or any email that asks for your feedback. And no address to send a complaint or request a refund. So, I guess filling out these reviews online is the only way to let them know. The good news is I went on FreeTaxUSA and did the whole thing easy peasy: free for Federal, $15 for State, free for Property Tax Refund (completes but does not file) and even a $7 dollar Deluxe add-on that provides in person support and Audit support if needed.

Days went by. We were checking the website 10+ times a day to see if anything was happening, but the message on the homepage just continued to say "You're all set!" After a week went by, I signed into the Intuit site and clicked the field to send a message to Malissa. There were two messages there from her that we had not been notified about in any way. One was from the day we uploaded the documents, and the other msg was from 3 days after that, she had requested that we both file Schedule C documents and upload them. In that message she also made a weird threatening statement that basically said "if you don't upload these documents by tomorrow I will be shutting your return down".

We scrambled and uploaded the documents immediately, and sent her some questions in the chat/message window because we needed advice on how to fill them out correctly. She never replied. We waited another 5 days, checking the website constantly to see if anything was happening. Today we got an email saying "Your Full Service return has been cancelled. We're sorry this happened. Please file again and submit everything again, and you will now have to pay an extra fee for an extension."

Our jaws hit the floor. We requested a call to find out what was going on and were connected to a woman who had no clue about any of this and could not answer any of our questions, but she happily suggested that we start over and submit everything again and pay for the extension fee. Nope. I have never encountered such ineptitude in my life. We need help with this stuff because taxes are complicated and we were afraid of making mistakes or messing something up. I'm pretty sure I have more knowledge about taxes than any of these TurboTax people. Actually feeling very relieved right now that they didn't file for us because who knows what kind of mistakes they would have made that they would have then not been responsible to fix.

Going with Taxfyle now, we were immediately connected to a CPA and we're working with him right now to get everything filed. The price is also literally half of what TurboTax is asking for for Full Service prep. I can't say anything for TurboTax's free services, but please don't spend your hard earned money on this "Full Service" baloney. We can't help but wonder how many people have wound up in hot water because their "tax expert" at TurboTax just shut their return down for no reason after the filing deadline.