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TurboTax

Customer Service Ratings and Comments

TurboTax is ranked #135 out of the 233 companies that have a CustomerServiceScoreboard.com rating with an overall score of 35.33 out of a possible 200. This score rates TurboTax customer service and customer support as Disappointing.

NEGATIVE Comments

102 Negative Comments out of 112 Total Comments is 91.07%.

POSITIVE Comments

10 Positive Comments out of 112 Total Comments is 8.93%.

Issue Resolution

Reachability

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I've been using Turbo Tax for years and, generally, have found it to be very helpful. The charges, owever, are really getting out of control! I spent $66.15 for the programs (fed and state, another $19.99 to e-file the state refund, and $29.95 for "prcessing" the returns. That's over $120 for the "pleasure" of doing my taxes. What's worse is that Turbo tax never mentions the 29.95 processing fee until rhe very end. This is very deceptive and, further, causes me to question why this service is not included as part of e-file. Forget about finding anyone--besides a computer to discuss the matter. This really irratates me!

    Anonymous 3/10/10 11:26AM

  • ATTENTION ALL TURBOTAX CUSTOMERS: I have spent a total of 10 Hrs. online, 3 hours on the phone, was transferred from COUNTRY to COUNTRY and DEPARTMENT TO DEPARTMENT. I submitted numerous complaints. After an "Agent" told me he was duplicating my returns and needed to connect onto my computer and view my personal information, i called to request a supervisor. I spoke to 3 of them, a total of 5 reps. and got hung up on. I still dont know if my personal information is secure, who has it, and still no idea why my return is over $644.00 short. I was finally able to get the address of the Office of the President of Turbotaxes, and will be sending him copies of all my conversations, as well as a copy of the 2 hours worth of conversations with their TERRIBLE customer service reps/agents/supervisors(yes i taped them bc im concerned about my identity.) If ANYONE WOULD LIKE TO JOIN ME IN NOTIFYING THE PRESIDENT OF TURBOTAX, please email me and i will gladly include your complaint. You can also vbiew my chats and tape recordings that i have. Please email me: Lpfeiffer5165@gmail.com. My name is Lori

    Lori 3/5/10 8:15AM

  • I've used Turbo Tax for years and have had no problems. Turbo Tax 2009 is a different story. I Efiled it and noticed I was to receive 5 million back from the state. To my disappointment I didn't get it. The state (surprised me) - figured it out. I waited & waited for TurboTax support - they looked at everything for 1 1/2 hours and couldn't find a problem. Everything was entered correctly but Turbo Tax said I overpaid the state by 5 million and that would be my refund. I just received an email from Turbo Tax support that stated "We resolved your issue by advising you to contact the IRS" - for what ? To say the product obviously screwed but but they can't figure it out and don't care. Great support !!

    Anonymous 3/4/10 8:02PM

  • I began using Turbo Tax for the first time this year and was very displeased. First of all, the claim was that it would be free. But, only the federal tax return was free, but you can't get your return unless you do the state tax as well (which has a fee.) Then there was an unexpected additional fee, which confused me. So I called the number posted above and spoke to Janette. She told me that I was only going to be billed the first fee ($27.95) and not an additional $29.95, so I continued with the return and gave them all of my credit card info. A few pages later, they told me they were billing me both the $27.95 and the $29.95, which was the opposite of what Janette told me. I had to cancel all of my information and now start all over with my taxes. I am very displeased with Turbo Tax and I will not be using it again.

    screwyouturbotax 3/4/10 8:53AM

  • Deluxe version reads that you get a free state efiling - however what they mean is you get the forms you still have to pay for the efile. It is deceptive.

    Anonymous 3/3/10 6:52AM

  • no I had given her plaent of time and chances to tell me more info on my check status. She had left me on hold for 33 min and no one ever picked up. She asked me wierd questions about my type of computer and soft weat programing. Wanted to speak to my sister about my Tax rerturn check because I had told her that my sister had started my tax filing for me the first 5 min, but that the info was still under my name. I found it odd with these questions and advice she was giving me. After all of this she still wasnt able to find or pull up any info on my check. I'm not pelased with this individual!!!

    almostfamous810 3/1/10 12:55PM

  • Last year the software sent in a return with a million dollar error on it....and i make well under 100,000...the check for errors didnt find the mistake and i ended dealing w/ the irs all year by mal to fix it. this year (duh)i did i for "free" from my credit union....only when i got to the end it wanted a code number so it could be "free" which of course i did not have...so it charged me anyway....but i was so traumatized from last year i figured this was a "bargain." When i used the number ##### to get them !!! they put me on hold to investigate and never came back on the line..........so???????who knows? As Roseanna Danna Danna says,"If its not one thing, its ANOTHER."......

    nonymus 2/28/10 4:02PM

  • I bought the 2009 TurboTax Deluxe at CostCo. The software installed itself correctly on my PC with Windows XP, I completed both the Fed and the CA returns, saved them but did not print or e-filled them. I returned the next day to continue the various reviews and finalizations when TROUBLES STARTED!

    TurboTax refused to recognize the saved file *.tax2009 – each time I requested to continue, TurboTax would shut down without warning. It only allowed me to start a new tax return. Using “Add/Remove Software” I attempted to repair TurboTax.. Repairing failed, I was advised that my \Microsoft.NET\framework\v2.0 was not compatible with TurboTax. This is NOT correct because TurboTax uses .NET v3.5 SP1 which is included on the TurboTax CD.

    I uninstalled and reinstalled TurboTax, allowed it to download the lasted revisions, started a new return, completed this return and requested to proceed with the CA return. TurboTax advised that it needed to download the CA forms and their revisions, that it would shut down TurboTax and restart it at the point I left off at. Bull pucky! It again failed to recognize the saved file *.tax2009 and shut down without warning. It only permitted me to start a new return.

    I then decide to install the program on my backup computer also with Windows XP whose latest .Net framework version is 2.0.50727. While installing TurboTax , it announced that it needs version 3.5 SP1, included on the TurboTax CD. I agreed to have it installed. Of course the installation failed while getting latest updates, so I followed their recommendations and downloaded their 78 MB w_perrelsuperpatch_ttax_2009.09.0100.exe file. Executing the software error 1335 occurred.

    I bit the bullet, returned to my main computer, uninstalled and reinstalled TurboTax, completed the Fed return, verified its correctness, saved it as a pdf, printed it and requested to continue with the CA return. Of course the only option TurboTax offered it to download the forms, shut down and restart. I agreed, same problems occurred, but rather than starting a new Fed return, I started a new CA return, manually inputting the Fed data. This workaround worked.

    It should be noted that I sought TurboTax online help bit received ABSOLUTELY NONE. So buyer beware!!

    Berkeley_Nik 2/26/10 3:25PM

  • I've been on hold for an hour. What else can you say.

    Anonymous 2/26/10 1:34PM

  • I paid for my refund to be direct deposit. It showed up in my mailbow, along with three additional charges that were taken from my refund without approval. Have used them for seven years, will never use them again.

    Anonymous 2/25/10 6:55PM

  • I efiled my federal taxes with turbo tax 3 weeks ago and still have not heard from the government to see if it was accepted. If i'm not wrong turbo tax claims you will be notified in 24 to 48 hours. Whe i tried to find a phone number or an email address I got nothing. I keep seeing a contact us for more information at the end of every page. Well were do you suppose I do that turbo tax. I am a single mother who works very hard and was looking forward to having some extra money. What do I do now?

    Anonymous 2/24/10 4:54PM

  • I Efiled on February 10. My efile copy states I should receive my refund within 14 days. Still nothing after 15 days. I can't get any info on the internet due to the complicated on line support system. It's so confusing. I have talked to numerous persons and have been told not to use Turbo Tax. My copy of the paperwork has the words "DO NOT FILE" stamped on them. What does this mean? No one has been able to assist me in this matter and I still don't know where my refund is.

    papasamon 2/24/10 11:18AM

  • It took forever to contact them. Here is the transcript.

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    You have been connected to 01_Brandon I.
    01_Brandon I: Thank you, Michael Jordan, for contacting TurboTax Consumer Group, may I have a moment to read your question?
    Michael: OK

    01_Brandon I: I'm sorry, what is the $12,000 limit to which you are referring?

    Michael: On Schedule M, if you make more than $12,903 (for married) you are supposed to check the box 'Yes" in 1a, but TurboTax checks box 'No" and then lists the income (correctly) which is much more than $13,000.

    01_Brandon I: One moment please.
    01_Brandon I: I have entered a MFJ return in my program with wages of $50,000 and TurboTax selected Yes for both spouses on the Schedule M. Are you using TurboTax installed to you computer or through the website?

    Michael: It is installed on my computer

    01_Brandon I: I would suggest deleting the Schedule M and you Wages and inputting them again as well as running your updates. I'm not sure how TurboTax would default to a "No" answer but I am not experiencing this.

    Michael: You should check the community forums. I am not the only one having this problem.
    Michael Jordan: Ok, I tried deleting schedule M and my wages. After inputting them again, it does the same thing.

    01_Brandon I: One moment please
    01_Brandon I: Are you seeing "No" selected in the interview or just on the Schedule M itself in Forms mode?

    Michael: The 'No' is selected on Schedule M itself (line 1a).

    01_Brandon I: What is selected in the Making Work Pay credit interview?

    Michael: No for SS, Railroad retirement, etc

    01_Brandon I: I have not been able to duplicate this in my program and since it works correctly for me it seems that there may be something in your return that is causing this answer to default. I dont' have access to your return so Im not sure what this may be stemming from. I would advise to just answer the question correctly. Are you not able to get the return e-file with the correct answers?

    Michael: I haven't tried to e-file yet. It doesn't change the amount of the return (because line 1a is irrelevant and doesn't even need to be there), but it is the wrong answer. I didn't know if I should try to e-file and hope the IRS doesn't mind (or catch it) or if I should print the return, correct it with white-out and mail it in.

    01_Brandon I: From what I see in the program if you select yest to that question you should be able to submit the return with the correct information on the Schedule M. This shouldn't result in a reject from the IRS. Are you not able to change the question to the correct answer?

    Michael: No, that is calculated by TurboTax and automatically filled in.

    01_Brandon I: So you're saying that when you go to the interview you can't select yes? Are the options greyed out or why can't you select the correct answer?

    Michael: The only question on the interview is if we received Social security, railroad retirement, or Veteran's benefits. Turbotax fills the entire Schedule M in itself.

    01_Brandon I: Yes but the answers are based on those questions. If you go directly to the Schedule M you can edit those questions on the Schedule M 10 & 11 Smart Worksheet. When you correct these you will see the calculated fields adjust as well.

    Michael: Do your really work for Turbotax? The Smart worksheet for Schedule M only asks if we received any recovery payment, government pension, or annuity. They are all correctly checked. They are only for lines 10 and 11. I have a problem with line 1. Line 1 should be decided by my income. Turbotax has my income correctly listed, but Turbotax thinks $50,000 is less than $13,000. That is a programming error.

    01_Brandon I: If it were a programming error this would happen in all programs. As I've said before I don't get this error so it something specific to your return.

    Michael: Brandon, It is a programming error. The program determines which box to check. It checked the wrong one. It admits it checked the wrong one (by placing over $50,000 on line 1a when anything over $12903 should not be placed on that line). It is not a line that is editable by me. It depends on my income alone and I can't change that without lying on my return.

    01_Brandon I: Ok. So, the only option I will have at this point is to get all of the information you are entering in the program and see what the result is for me. We can start with your personal information.

    Michael: Well Brandon, at this point, I feel that I am just wasting my time. I have to get up in about 5 hours and go to work. I just spent 2 hours just explaining the problem. Since it took me 3 hours to enter all of the data for this return, I figure this will take 20-25 hours to complete this process. I am going to bed. I will just print my return and correct it with White-Out. I have used TurboTax for nine years now and this is the last time I every buy your product.

    >> After this 'help session', the community forum threads I mentioned were deleted from Turbotax's Community Support forum. Way to go.

    Anonymous 2/24/10 5:47AM

  • Good luck with customer support! 45 minutes on the phone, no answer. 15 minutes waiting for chat, nothing. No email access. It makes me wonder if the company is folding. Look around the web and see the variety of problems people are having. Something is very wrong with this software. I have used it for at least 15 years, but this year is something else. I guess I'll have to check out another program if I ever want to get my taxes done!

    Anonymous 2/23/10 6:06PM

  • I have always used the free tax act in the past and it was great. Because I retired and also because of the goverment credit I thought I should use a paid service to make sure I did everything right. Well so much for that. My taxes have been rejected three times and do you think I can get help? NO!!
    I called the IRS and found out that Turbo tax has a problem with their soft ware! do you think they could have let me know? NO!
    I have tried to call, Do I have to sit on the phone all day? Come on Turbo Tax you charge for your service, now give some service.
    I will never use your program again!!
    Another unhappy customer!

    Anonymous 2/23/10 9:17AM

  • Potentially a good program but zero customer support. Tried chat box and was disconnected without the opportunity to comment. One hour wait on the phone with no help. Support person had no answer to the problem. Bought the Deluxe which included the state return but turned out not e-file for the state. Paid $19.95 to e-file the state then learned that I had to mail a form to the state. E-file is to save paper and postage. I just lost $19.95. They need to take some of the billions in profit and spend it on customer support if they can't fix the system.
    I am trying to get the local TV to do a story on how bad they are and with some luck, they will go out of business.
    Wouldn't you love to see them on 60 Minutes?

    mesaguy 2/23/10 8:23AM

  • turbo tax is a joke. second year in a row that my tax was rejected for having an "incorrect" birth date. the only reason i used this crap of a site is that they supposedly fixed the problems. DO NOT USE TURBO TAX!!!

    Anonymous 2/22/10 7:12PM

  • I upgraded for $19.95 and ended up paying about $36.00 more because I didn't realized that I wast going through Meta bank for processing. I don't know why it didn't ask for a credit card first instead of going through someone else for payment by deducting it from your refund. It was very confusing. I have used the free e-file for several years and have been pleased until now.

    Anonymous 2/22/10 6:21PM

  • TURBO TAX IS FRAUDULENT. THEY TELL YOU TO UPGRADE TO PREMIER EDITION FOR 35.OO THEN WHEN YOU GET TO THE END THEY SAY IT IS 49.95. THEN WHEN I WENT BACK INTO IT THEY SAID IT WAS 54.95. hOW STUPID DO THEY THINK WE ARE. i WILL NEVER USE TURBO TAX AGAIN. i USED IT TO FILE 4 PEOPLE'S TAXES EVERY YEAR, BUT THEY CANNOT BE TRUSTED. AND YOU CANT REACH THEM BY PHONE.

    Anonymous 2/22/10 1:32PM

  • I will never use this product again. I am so angry I could spit. After using "Online chat" as that was the only way to reach customer service....I was "hung up on" by them! I was charged for state when it should have been free, I was unable to fix an error in my state, and the program itself got stuck on a certain screen that I was unable to get out of. This is my 3rd year of issues, I had switched from H&R because of all the issues with them.....SIGH......Is there ANY product out there that is GOOD????

    Unhappy_With_TurboTax 2/22/10 10:30AM

  • Turbo Tax is the pits. I have used it every year for the past few years. This year I went to make a change as I entered information wrong and now it will not let me e-file. There is absolutely no customer service I will not be buying there program next year. How sad for them.

    Anonymous 2/21/10 2:57PM

  • TURBO TAX LIES, Its never free - FALSE ADVERTISING. DON'T USE TURBO TAX it s a waste of time and money.

    me 2/20/10 1:51PM

  • The problem is that there is no customer service at all. It is all an illusion. After paying them about $20.00 to file my state return, four days later the state still doesn't have it. I got billed for it, but it it impossible to find a real human to help me check this out. Turbotax, you are destroying your own business by not having customer service staffed by humans in sufficient numbers to actually help.

    jmk 2/20/10 12:49PM

  • I made a small error on my first attempt to fill in the e-form. Couldn't go back in and had to start again. Was charged for 3 filing reports. Then try to get it back. Its not worth the wait at 14.95 a shot. They are cheaters. Never use them again.

    flyhigh 2/19/10 10:41PM

  • Very poor service. Please hire more people, so that they can better service the custmores.
    Thank you

    Anonymous 2/19/10 5:15PM

  • I will never use them again. They charge you to e-file a state and it does not work. You can get your money back after you sit on a chat for 45 minutes hoping to get assitance. The customer support is useless unless you have an error number. They refuse to admit they have bugs in their program.

    Turbo tax sucks! 2/19/10 4:25PM

  • What a MESS!!!! I needed to fix a problem because the "free" efiling ($78.00) kept rejecting. Took me over 45 min. on hte phone on hold....ok, I get it. We ARE in the midst of tax season....but they know that, right??? They are aware that we need assistance, right???? so WHERE are all the 'customer representatives" to answer the PHONE??...once we track down the number online that is NOT provided on their site!

    mswi2010 2/18/10 1:41PM

  • Agreed. One would think with the amount of money Turbo Tax charges for a "free" service, they would be able to hire people to answer the phone!

    Yo 2/18/10 10:44AM

  • I was double charged too!! How frustrating. Almost impossible to get through to a rep....

    Anonymous 2/18/10 7:34AM

  • don't use turbo tax... such a let down.. any company that advertises "were free" yet at the end of the return, after you did allll that work, they sneak in something hidden in the terms and conditions like the sleazeballs they all are that asks you to pay some rediculous fee of around 35.00. Dont DO IT! They are hoping that people will say "well I went through this work, might as well pay it".

    Go to an online preparer that tells you UP FRONT how much it is for state and federal both. these guys are scumbags, in fact any company that has BIG letters WE ARE FREE, trust me there is something hidden in the terms and conditions. Another group of people that need to get disemboweled with a wooden cooking spoon is Freecreditreport.com.

    consumers dont do it, give it to someone honest and real. plus the site is TOO user friendly to the point that it is absolutely annoying
    Turbo Tax.. sucks major ass

    hung_low 2/17/10 8:13PM

  • Where to start ? Could not load program, kept getting error
    Contact Turbo Tax for help? Right ! The "help" program kept giving me an error
    Had to find thier phone # on this site
    That was 1 hr of wasted time. Never reached a rep !
    Never had a problem before. Wont have it again with TT The bigger you get the worse your service becomes!!
    TERRIBLE SERVICE!! DO NOT BUY TT !!

    Another ex TT customer 2/17/10 7:27PM

  • I should have had my check mailed instead of their stupid debit card. I filed on Jan 28th and was told i would get it in 7-10 days. Did I ever receive it? Nope. Unless I have a crappy mailman or turbo tax is a complete joke. Now I called back to be told it will take ANOTHER 7-10 days. Come on, this is just a card! My bank debit cards came faster than this! What is WRONG with turbo tax?

    Vamp12 2/17/10 6:14PM

  • Somthing needs to be done about turbo tax, I was changed two times for the using turbo tax ended up being 71.59, when I started it was FREE then I upgraded to do my state at 29.95, and they took 71.59, out of my acct. to me that is a rip off, I was ripped out of 41.64. and trying to get that 41.64 dollars back WHAT A JOKE!

    lb123 2/17/10 10:34AM

  • This was the first time I have used turbo-tax and it will definitely be my last time!!! They are so screwed up it isnt even funny. I will never use them again and will spread the word to others not to use them either. I cannot get any help from them because I cannot find a phone number or email address to be able to contact them. They just took my money and I am going to be calling someone about this for sure.

    Anonymous 2/16/10 1:47PM

  • Turbo Tax is joke. I have the same complaint as many of you. My fed was incorrectly completed, paid the fee so I could review, found mistake and can not reach a live person. I will never use their service again and would never recommend it to anyone.

    Mad 2/16/10 11:03AM

  • We tried to install the Premier 2009 on two computers. We could get neither to work. We have used TurboTax for years with no problem. Custumer service was terrible- 35 minute wait and the agent did not seem very knowledgeable. We will not use Turbotax again.

    KGoeke3607 2/15/10 2:28PM

  • I will never use turbo tax again and I wouldn't recommend anyone else using it. The customer service is horrible and you are lucky if you can speak to a rep that speaks English. I went to the Atm to withdraw money with the debit/Visa provided and no money was dipensed. So not only was I shorted a large amount of money customer service is telling me I have to wait 10 business days to "hopefully" have the money credited back to me. I am fuming

    Anonymous 2/15/10 9:28AM

  • Don't make the mistake of having your turbo fees deducted from your tax return like I did. It was the first option given to pay and I fell for it, thinking it would be easier and more efficient. I didn't know I would be charged 29.99 for it or I would have paid with my debit card. The turbotax rep. I spoke to said it was disclosed in very small type,probably at the bottom of the page. They even charged me in error for the federal return for the second year in a row. Shame on Turbo tax, the fee should be obvious when you choose that option. I bet they make a load of money on that little trick!!

    bossanovababy 2/15/10 8:25AM

  • I am very disappointed in this service! I received a call from someone after 1 hour and 20 minutes of sitting by my phone. Then, she was not able to answer my questions – she had to do the research for the first question while I was on the phone. And she came to the conclusion that I could not do anything. Then, she told me that she would have to call me back for the answer to my second question. It has now been over 30 minutes since I got off the phone with her. I still do not have my answers and I think a form for NY State was incorrectly completed and no one can help me! I do not want to file because the form is not correct and I do not know what to do! And I already the paid the fee because I wnted to print and review the forms before efiling – this is how I found the error in the first place. Very unhappy!!!!

    Anonymous 2/13/10 2:23PM

  • Very pleased last year.
    This year went for "free" file. NH only has federal. first step- Basic was $14.95. agreed - that's do-able, though not free.
    Got to end and 29.95 in fees to E-file to total $55.00.
    I paid, (My bad) but it was a lengthly process to get them done. Short form, but slow program.
    Not pleased about the bait and switch--next year I won't use it.

    chanse 2/12/10 5:05PM

  • awful experience, paid for services NEVER rendered....

    tanya 2/11/10 2:30PM

  • This is erin3272 again. This will be my last correspondence about "TurboTax". This will be a continuation of yesterday's "drama" when I was typing while still on hold (for the FIFTH time). So, I eventually spoke with another Customer Service REP ("stateside operator", DID speak and UNDERSTAND English - WARNING: USE the phone number printed on this site to reach TurboTax NOT the number - IF you can find it - on the actual TurboTax site), who after about another hour, a) was able to get my "voucher number" to work b) walked me through the "final stages" of the Fed and State tax prep using "TurboTax Deluxe", and c) did print off both Fed and State (completed), forms. I WAS going to "e-file", but after reading other comments about results of same here, I thought the better of it. Also, the last C.S. REP then told me to anticipate receipt of a "survey", in which I could comment about my "experience" using TurboTax. Well, it's a good thing I FIRST wrote a very detailed letter about my "experience" (saved a copy), and included in the return envelope carrying the DEFECTIVE TurboTax CD, sent to Duncan, SC, yesterday and PRIOR to attempting to complete the survey. Guess what? Upon completion of the sent survey from TurboTax, you are instructed to hit the "Submit" button. Okay, so I did that...but you know what? It did NOT work, got an "error" message instead. I tried it again, with a "cut and paste" of the link into my address bar...also "no go". I then replied to the TurboTax "survey" email, and explained that I could NOT complete the survey, and to a) clean up their entire system, b) re-send me a survey copy that WORKS and c) that this final "experience" IS the end of my involvement with Intuit/TurboTax IN ANY FORM, FOREVER. As of this correspondence, I have not heard back from TurboTax. I also hope that whomever reads my entries about my experience takes heed, and RUNS THE OTHER DIRECTION! P.S. I called my (former), CPA today, and they too have heard nothing positive about "tax preparation software", including TurboTax.

    erin3272 2/10/10 3:55PM

  • Absolutely Horrible!!!
    I filed my taxes online using Turbotax for 2008. After paying the extra fee to have the return expedited and getting a print off showing that i owed money to the state; i went on about my business. While attempting to file my 2009 taxes, i was informed by the IRS that the reason i never received my federal return was because my 2008 taxes had never been filed in the first place!!! I have a printed piece of paper from the Turbotax website showing that they were filed. And to make matters worse, i received no correspondence from Turbotax to let me know the problem existed. I will never use Turbotax again.

    devilpup919 2/10/10 3:07PM

  • Used T Tax 2007 and 2008 with no problems. now 2009 sucks. I can get in on my ID and password... then the trouble starts. have to ENABLE JAVASCRIPT>>> why? didn't the last 2 yrs. I will have to go to another tax program and start all over again with info when could have just updated last year's. Why not make it easier for customers to use your program???? I won't even try phone contact after reading others comments. bdf Florida

    Anonymous 2/10/10 8:27AM

  • turbo tax 2009 suckssss...........
    can not be installed from cd supplied....
    no tech support, "ask TINA" is worthless...
    Will have to use another tax preparation software for now on, I was an over 10 year customer... I was.......................................................

    Anonymous 2/9/10 2:28PM

  • I ordered Turbo Tax yesterday. Was re-routed to a call center off shore, it took 45 minutes to make the order. Last evening, I received a message that an individual other than myself (who lives on the other side of the US and whom I do not know), received a confirmation number of my order. Fortunately, there was no personal data. I'm experiencing horrendous wait times, and am unable to speak with anyone in the states thus far. Has anyone else had this problem? And oh by the way, I have yet to receive my download instructions.

    Auvergne 2/9/10 12:33PM

  • Your customer service is Horribale! I call and wait for 20 min on hold and get someone that cant answer my question and they transfer me then i get to go on hold for an additional 45 min. For a simple question? I have used turbo Tax for many years yet this may just be the last year i use it.

    Anonymous 2/9/10 9:19AM

  • Hi, its "erin3272" again. TWICE in the same day! Obviously, things are not going well. Let's see...the first phone call this morning (and after over 30 minutes wait time), took about TWO HOURS with a LIVE Customer Service REP who I THOUGHT was (ultimately), able to help me. Well, guess again. At the end of the conversation, she gave me a "voucher code" number and told me to go back into the www.turbotax.com/support site, click on the "home" icon, then go to the "deluxe" selection, followed by choosing the "try it for free" selection. Once there, the CS REP said to go ahead and DO my taxes (both Fed and State), followed by putting in the "voucher code" number when prompted (BTW, this reads "enter your pre-paid code", then to the right of this - outside of the "box", it says "13 digits". The "voucher code" the CS REP gave me WAS/IS "13 digits" (numbers and letters). I was told that "for my inconvenience" (SIX HOURS PLUS trying to install the "deluxe" CD last night - unsuccessful), that I was given the voucher code, which would then allow me to complete and file my taxes IN THEIR ENTIRETY FOR FREE. She also told me to return the CD to the address I published previous email here, and ask for a refund. I have tried repeatedly to make it work. It is now 5:23 p.m. Then I did something really stupid - I called the TurboTax website number - HUGE mistake. The person that answered who is SUPPOSED to represent TurboTax and actually HELP the customer a) did not UNDERSTAND the English language well (I think he was from India), b) he suddenly says - "I need to place you on hold to verify the voucher number with my supervisor..." (yea, right). I told him to just put his headset down, so I wouldn't go into a "black hole", but, of course that didn't happen AND then after about 15 minutes in "holding pattern", I lost the connection! Now, I am again ON HOLD through the number offered to contact TurboTax on this site (still terrible MUZAC and "canned" VMs)...been well over half an hour...I will never buy/use/recommend...ANYTHING to do with OR ANY TurboTax product, EVER again! This is truly a never ending nightmare!

    erin3272 2/8/10 4:45PM

  • I could list the 420,355 reasons why turbo tax sucks... but im just going to say 2 hour hold time on the phone, broken web links on their site, no help at all, try to answer your questions with totally unrelated answers... you get people that barely speak english... and at the end of the day you have wasted 5 or six hours doing something that should have taken 30 minutes... and you are in no way satisfied... as soon as you put the turbo tax cd in it should just say "go grab two razor blades and slit your wrist"... cause thats probably what your gonna end up doing anyways when your down with this shotty program!

    BMayhem 2/8/10 3:39PM

  • STILL TRYING TO EVEN GET A RESPONSE ABOUT MY 2006 RETURN. NO ANSWERES, AND WAS ENEN SENT TO S SITE WHERE YOU HAVE TO PAY TO ASK A QUESTION. I GUESS FILING INTERSTATE FRAUD CHARGES WILL BE MY ONLY RECOURSE. TURBO TAX REFUSES TO EVEN ANSWER ANY AND ALL QUESTIONS.
    TOOK MY MONEY AND RAN!!!!!!!!!!!

    RAPENCHUK 2/8/10 10:58AM

  • Reflective of 2/7 and 2/8, 2010 attempts to a) Install recently purchased TurboTax "Deluxe" CD and b) Reach a "live" TurboTax Customer Service Rep. After OVER SIX HOURS attempting to install TurboTax CD (and yes, tried ALL available "canned" TurboTax support, as listed on their website), without success, then attempted to reach any "live" TurboTax C.S. Rep, also through their website, also unsuccessful (nothing available "live" after 9 p.m.). Advice on this site on how to reach "live" C.S. Agent somewhat helpful in that pushing '#' eventually (after THREE attempts, pushing the '#' sign FOUR times each), reached a RECORDED message saying that my "wait time may be in access of 20 minutes". So far, am still on HOLD and is now in access of 30 minutes. I have used TurboTax in the past, successfully. This year however, I am seeing obvious problems, including Customer Service issues, wait time, defective software, poorly planned website (that also lacks DIRECT CONTACT PHONE NUMBERS), etc. If I am unable to resolve this matter today, I will be a) returning the CD purchased for a full refund to the company address listed as: Returns Dept., PO Box 386, Duncan, SC 29334-0386 (w/ my receipt), and b) going back to my CPA for tax preparation. Note: The cost of TurboTax has continued to climb each year, about $10.00 per year, plus the cost of each additional state, is getting very close to the same cost of just taking it to a CPA. Personally, it just is not worth the aggrevation for a so-called simple product.

    erin3272 2/8/10 9:56AM

  • I just a copy of last years taxes. tried to log in but some reason my account doesnt exist anymore. been on hold for an hour. i give this an "S" for sucks.

    Anonymous 2/7/10 12:13PM

  • I purchased TurboTax Premier for Mac can't see how to start a new return after already filing one for my son, called customer support, waited at least 20 minutes online, then promptly got cut off. I'm furious!

    dooper67 2/7/10 11:35AM

  • I purchased the Home & Business 2010 version from them and one state should be free, but it is now asking me to pay $39.95 for the free state. I have used them in 2007 and stoped using them for problems that I went thru to get information from Turbo Tax. It seems they will never change I consider the $100.00 dollars that I have paid them it is a lost case. I have been on the phone today for about an hour and half no one bother answering. I curse the day that I purchase this product and will never purchase anything from them again. I will continue to call to request my money back. After reading all the comments on this year tax, I am scared to file my taxes with you Turbo Tax. You need to go to hell for stealing from your customers. I AM VERY UNSATISFY WITH THE SERVICE YOU OFFER!!!!

    YPLAMOTHE 2/6/10 10:01AM

  • Paid them $100 to file last year's state and federal tax returns. Thought everything was OK. Today I receive a letter from both IRS and California claiming they never got 2008 tax returns! I couldn't find a telephone number until I googled this. I am waiting online for them to explain.

    weidman2000@aol.com 2/5/10 6:05PM

  • I can't even believe this! I have used Turbo Tax for the last several years with no problem,but I won't ever again. I had originally thought that the home and business version might be appropriate for me (and it says to try it for free), so I began it. After about 10 minutes I found that this was not appropriate for my use at all so I tried to downgrade to the deluxe edition that I have always used. I cleared out the info but every time I tried to begin it would take me right back to the home and business. I called customer support and after about 15-20 minutes, spoke to someone in India with an incredibly thick accent. I kept asking for a supervisor and finally got someone who I could understand. After explaining the problem she told me that if I went to a tax preparer they wouldn't do my taxes for free and I couldn't expect to use the Turbo Tax product for free either!!! Outrageous! I explained that I wasn't trying to use it for free but trying to downgrade it to a more appropriate version and she kept saying that I would have to either pay for the more expensive version (by $50!) or input all of my information from last year to get the appropriate numbers. DON'T USE TURBO TAX!!! There are no corporate numbers listed anywhere.

    abrad 2/5/10 12:09PM

  • I guess I am echoing the same problem. This year's softeare has a lot of problems. It double added some of my income. I had to correct it manually. It is changing my answers. when ig go back to the ansers I see a different respond. Now, I am unable to change it period, as if it is locked. Quite diapointed. Phone help is no help since I never get anyone. Maybe it is time to return it and get my money back. Now I don't trust naything .

    sr 2/5/10 10:14AM

  • THIS ISNT FAIR TURBO TAX RIPPED ME OFF. THEY CHARGED ME AFTER THEY ADVERTISED ((((((((((((((FFFFFRRRREEEEEEEEEE)))))))))) I FILED ALMOST 3WKS AGO AND STILL HAVE RECIEVED MY CHECK, NOT ONLY THAT I BEEN ON HOLD FOR AN HOUR NOW!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

    Anonymous 2/4/10 9:41PM

  • I've used turbo tax for years and always loved it. For some reason this year I can't start my return. It keeps telling me it is doing a system compatibility check. I downloaded firefox like it recommended but after downloading I am getting the same message. I called customer service but was on hold for so long my phone died. Curse you turbo tax!

    Anonymous 2/4/10 9:28PM

  • The slip that 14.95 charge in on you. I did not click yes for that and before I could finish my taxes I had to pay it. Gave me a website to go to and get my money back. Well as usual that was a joke so beware!!!!!!!!!. Also called the 800 number and that was a joke too. Who has time to sit around on hold for 2 hours to get 14.95 back. Will not use them again.

    mad 2/4/10 6:50PM

  • They are false advertising! They seem to be charging regardless of the circumstances. Their Tech support was useless and just advises that you should create a new user name and password. Didn't help me after multiple attempts. BBB may be the best option.

    Anonymous 2/4/10 4:49PM

  • Unable to get any assistance with problem importing from my financial institution. I have used for 6 years so do know how to enter per insturctions. A popup box appears but no message and not import. Long waits to get to service rep who did not help. Tried the online service took an hour and he never seemed to get around to the issue. Told me to enter all my bokerage information manually. NUTS!! Cannot find anyone at Turbo Tax to assist or to give me refund.

    jsgray 2/4/10 3:13PM

  • I used Turbo Tax for years. This is the first year I have had problems. My return was rejected for the SS# and last name not matching. Told to call IRS and SS the info is correct on there records. It is something to do with Turbo Tax. Of course I was never able to get a real person on the phone. I am not holding for hours.Now I have to mail my return. I will never use Turbo Tax again!!! Good thing I used the free service or I would be out money!

    Rejected 2/4/10 10:35AM

  • I have to say I used this last year but not this year cause they said my federal was free LIE! They charged me. They did the same thing to my grandaughter this year I feel we all should contact the BBB to let them know and put a stop to ripping everyone off that uses this website!! Let's do it now!!!False advertising!! Maybe we should get a attorney and file a suit for all those who have been ripped off!

    Anonymous 2/4/10 8:30AM

  • REMAIN ON THE LINE. YOUR CALL WILL B ANSWERED BY THE NEXT AVAILABLE REPRESENTATIVE.....THE RIDICULOUS MUSIC WHILE YOU WAIT!!!!! OMG!.......THANK YOU FOR HOLDING. PLEASE REMAIN ON THE LINE. YOUR CALL WILL BE ANSWERED SHORTLY......AGAIN, WE THANK YOU FOR YOUR PATIENCE. OUR GOAL IS TO HELP YOU COMPLETE YOUR TAXES. WHILE YOU ARE WAITING, FEEL FREE TO VISIT OUR WEBSITE AT WWW.TURBOTAX.COM/SUPPORT FOR ANSWERS TO FREQUENTLY ASKED QUESTIONS AND OTHER SUPPORT OPTIONS. PLEASE CONTINUE TO HOLD AND OUR NEXT AVAILABLE REPRESENTATIVE WILL BE ON THE LINE TO HELP YOU AS SOON AS POSSIBLE.

    SERIOUSLY? YOU HAVE GOT TO BE KIDDING ME!!! I HAVE BEEN LISTENING TO THIS MESS FOR OVER 2 HOURS!!! ARE YOU GUYS GOING 2 PAY MY PHONE BILL!!!! BETTER YET, CAN I CLAIM THIS PHONE CALL ON MY TAXES!!! AFTER TAKING ME ALL DAY 2 FIND A WAY TO CONTACT THEM....THIS IS THE MESS I GET. I WILL NOT BE USING TURBO TAX AGAIN! HEY TURBO TAX, YOUR CUSTOMER SERVICE SUCKS!!!!!

    UNSATISFIED CUSTOMER 2/3/10 8:26PM

  • I went online to intuit turbo tax from my states website. I filed my taxes on 01/23/2010. I will receive my federal on 02/05/2010 but the state doesn't have any info on my return. This is the first year I have used them and believe me it will be the last. I will go back to H&R Block next year. I have been on the phone for 30 mins now and maybe I will get to talk to someone soon or maybe not. I guess I will have to paper file my state now. What a waste.

    Battlefoe 2/3/10 12:31PM

  • DO NOT USE THIS SERVICE!!!!!!!!!!!!!!!!!!!! MY TAXES WERE REJECTED ALSO AND I PAID $82.00 FOR THIS TO WHAT BE LEFT ON HOLD NOW FOR OVER AND HOUR . i AM GOING TO THE BETTER BUSINESS B. SOMETHING NEEDS TO BE DONE ABOUT THIS. THE WAY I LOOK AT IT IS THEY STOLE MY MONEY. DO NOT USE THIS SERVICE.

    Anonymous 2/3/10 9:52AM

  • I've been on hold for one hour. Now this is not cool, your gaol is to help the client.

    Anonymous 2/2/10 9:24PM

  • I've written them three letters, made several phone calls, and even tried to fill out their stupid survey (which doesn't even work!) on the quality of their customer service - which is in effect non-existent - and have not received a single satisfactory response.

    My problems all started with a simple question to their online customer service, sadly the information I received and acted on was wrong, it cost me money, and they refuse to own up to it in any way shape or form.

    When/if you do ever get through to someone (phone or internet) it is some school boy in India with horrendous English skills who says - and this is the phrase repeatedly used by them - "my system does not allow me to" or "I am not authorized" to do this or that. It is a mockery of customer service.

    I cannot warn you all strongly enough to stay away from this product since there is very clearly no one capable or authorized to stand behind it in any way. Seriously, steer clear.

    Hawaii 2/2/10 11:19AM

  • I've written them three letters, made several phone calls, and even tried to fill out their stupid survey on the quality of their customer service - which is in effect non-existent - and have not received a single satisfactory response.

    My problems all started with a simple question to their online customer service, sadly the information I received and acted on was wrong, it cost me money, and they refuse to own up to it in any way shape or form.

    When/if you do ever get through to someone (phone or internet) it is some school boy in India with horrendous English skills who says - and this is the phrase repeatedly used by them - "my system does not allow me to" or "I am not authorized" to do this or that. It is a mockery of customer service.

    I cannot warn you all strongly enough to stay away from this product since there is very clearly no one capable or authorized to stand behind it in any way. Seriously, steer clear.

    ML 2/2/10 11:15AM

  • In trying to prepare my Tax Return using 2009 Turbo Tax Deluxe you are asked by the program before entering data to fill a Consent Form to consent to the "Use of The TAX Return Information" by Turbo Tax. It is also clearly stated in the Form that "You are not required to complete the Consent Form"
    However, when you don't sign the Consent Form the program doesn't allow you to proceed with Tax Preparation.
    My attempts to contact Turbo Tax (Intuit) were fruitless as Turbo Tax doesn't provide a Customer Service phone # other than the one to request program upgrade CD.
    Turbo Tax support website, www.turbotax/support.com is computerized and only respond with a programmed answer if and only if you can provide it with an error #.
    This is a blackmail by Turbo Tax to illegally extract users' consent to use their Tax Return Information as Turbo Tax doesn't allow you to proceed and prepare your Tax Return unless you signed the Consent Form.

    Zimi 2/1/10 11:57PM

  • I've been on hold for now 32min.going on what seems like forever! This is truly crazy, busy or not!

    Not cool! 2/1/10 7:02PM

  • Sure wish I would have read this before I offered to help someone with a relatively "simple" return; however, it rejected the Federal and State. Now I'm at their mercy also or forfeit the $50+ charges! I certainly would never recommend this torture to anyone! Hopefully everyone will take the time to report them to BBB!

    A Fool 1/31/10 4:54PM

  • Wow you waited that long, it's 2:53. PST, I'm on hold now, lets see how long it takes me. I paid for a prof Turbo Tax to assist me, they did and they guided me on a question regarding Form 8914 Disaster Midwestern. Apparently, my 2008 transfered the info to this form. (The form does not exist in the Tools)The Tax Prof did not see it, I did not see it on my list to Delete Forms, but it keeps coming up as an Error on the "Wrap-Up", That's when i see the form.
    I can't move forward when i click the "Continue with Error" button, it takes me to the the Tax Prof so i can purchase their advise again for $39.95. Last Year, this program allowed you to e-file one of your taxes that had no errors & to print the other and mail it manually....That was a great option. Don't know why they chose to sell the Tax Prof instead.... We'll I'll get back you ya'll and let you know the end results on this issue.

    shaysho 1/31/10 4:02PM

  • Because of your pathetic service, I've used all my phone minutes waiting for some Customer Service. Can I send you a bill for the phone oosts now? It's been one and one half hour. Never again.

    welchdbw 1/31/10 3:18PM

  • i have been on hold now for two and ahalf hours!!!!! this is a joke i will contact the better bussness department

    Anonymous 1/30/10 8:32PM

  • I purchased the Deluxe Federal & STATE version for a "bargain" $50. There was nothing on the package that warned me the state return would cost $49 to file! I could have completed the Federal online for free! I have been waiting 20 minutes for customer service. After reading some of the other comments, I think it is going to be a long night. . .yawn.

    rb 1/30/10 8:32PM

  • i bought turbotax 2009... bad idea apparently been on the line for over a half hour and probably another hour of "patiently" waiting for what im sure is going to be a rediculous arrgument and please wait im going to transfer you bull... i paid $54 for the program now they want to charge me $49.90 to file... not happening i paid $14.95 last year!

    Anonymous 1/30/10 5:50PM

  • This is the first time I have had an issue with this site and it will be the last. I get all the way to the end and the verification code does not work!!!! After I have paid them. Are you kidding me. Now I have been on hold for the last hour. No wonder they don't put a customer service number on the site.

    Why ask you don't care!!! 1/30/10 3:47PM

  • I made the same mistake again this year, I'll pay H&R Block it's cheaper in the long run when you consider the time it takes to download updates. In my case with dial-up 21 hours COME ON!!!
    NEVER AGAIN

    Anonymous 1/30/10 1:57PM

  • this is ridiculous turbo tax just lost a valuable customer. whatever you do dont pay for there software. if you cant get it free go to irs free file. i have been on hold for 25 minutes. purchase their software @ walmart now its saying software was created before forms was generated and u cant update takes 7 hours to update forms.. will not buy their product again

    MMA6199032 1/30/10 9:42AM

  • I did not recieve my "maximum tax guarentee" like they advertise and at this moment i am still on the phone trying to get my money refunded for a product that didn't work for me. Been on the phone for 20 min and still no live person. Furious and will never use trubo tax again. I would rather be guarenteed good customer service and my highest tax return possible even if that means spending a little more money for a tax accountant.

    Anonymous 1/29/10 3:47PM

  • I have been on hold for over an hour and a half and the only thing that really bothers me is this pre-recoded voice that keeps coming on the line and saying,
    ‘Thank you for holding, someone will be with you MOMENTARILY and get ready for one of your best customer service experiences you’ve had.’
    ……two hours now but don’t worry, MOMENTARILY.

    ilovepayingtaxes 1/29/10 3:45PM

  • Was unable to file due the verfication code being rejected this happened after they charged my credit card and was unable to locate a phone # because they do not list one on the site and now I know why. I have been on hold for over 30 minutes waiting for customer service. I am at the point were I am going to cancel payment and go somewhere else

    gurnee6726 1/29/10 12:48PM

  • Called and waited for 45 minutes before i talked to someone. He talked to me for about 15 min then told me he had to put me on hold of a moment. While waiting on hold they kicked me off the call and i was forced to call back and wait again. I WILL NEVER USE TURBO TAX AGAIN! Terrible customer service.

    Anonymous 1/27/10 6:43PM

  • I wanted to cancel my order but find no right phone number of customer service representative to talk to you. There are many numbers which I have tried. Each number puts me on hold without any response, and I have to disconnect the line after waiting for more than half an hour.

    Customer Service 1/27/10 11:59AM

  • same here on hold forever trying to get the $65 refunded, as neither of our 2 personal computers will support the 2009 software, and not allowed to run such financial software on my work computer. Wish someone would pick up this line -- starting to get very frustrated, as there are 10,000,000 other things I need to be doing right now -- have been a turbo tax user for years with no trouble until now

    Anonymous 1/24/10 12:06PM

  • I BOUGHT TT 2009 AND TRIED TO DOWN LOAD THE PROGRAM. IT TOLD ME I HAD NO SUPPORT. I USEING WINDOWS XP AND HAVE ENOUGH RAM AND HARD DRIVE TO SUPPORT. WHAT DO THEY WANT PROPLE TO DO SPEND $500.00 OR MORE TO BUY A NEW COMPUTER. IT WOULD BE CHEAPER TO GO A TAX CONSULTNT. I AM NOW ON HOLD 20 IN..
    TURBO TAX YOU PEOPLE SUCK.

    MYSUNDANCER 1/24/10 11:28AM

  • THE WORST SUPPORT I HAVE EVER SEEN !!!!!!!!

    Anonymous 1/22/10 6:50PM

  • I did all the steps on filing my taxes and then at the end could not get the verification code to go through.I found this site and got the number, but turbo tax said they would deliver help in one to two business days.They have not helped me yet i filed my taxes a week ago and they still havent helped me.I even did all the steps the gave and still no results!

    tawabaashar 1/22/10 1:07PM

  • The fact that I can't e-mail customer service about a problem with my account really sucks.
    Dick Davis

    Anonymous 1/3/10 7:19PM

  • I used TT for many years, but this year not again. They automatically shipped me my software, charged it to a credit card that is no longer in use AND they charge me more than if I go to Walmart and take it off the shelf. So much for customer loyalty.
    I got an email before it was shipping to tell me it will be here in a month. I went to their website to stop the shipment, but the site said I was too late. Now I have to go through the trouble of sending it all back AND I am sure they will not refund me the entire amount. What a rip off.

    tuba10 12/10/09 9:24PM

  • i agree with others that the customer service is a joke. i requested a call 5 to 6 times and never got one, only to recieved a follow up email asking how the call and how good the service was..i can telll you how it was ..terrrrrrible!
    it took me forever to find a number (thank you ContactHelp.com) and the process of not recieving my 2007 tax which they never submitted has left me angry and without 300 dollars owed to me by the gov.
    i hope that now that i have the number they will help me claim my money

    cmoreno 8/25/09 9:54AM

  • I have had such a horrible experience with print and save...and no help from turbo. I WILL NEVER USE THAM AGAIN.

    hopsing0 6/17/09 7:03AM

  • I have used Turbo Tax for the past 4 years. I had significant problems with 07 taxes when entering all the charitable giving info and then having everything I'd done online vanish. Turbo Tax also allowed me to skip entering any federal taxes paid and so at the end it said I owed thousands of dollars!

    But the worst experience happened with 2008 taxes. I did them on Turbo Tax in late February 09 and on February 27 my Visa account paid Turbo Tax $64.90 for federal & state returns. I owed a small amount on federal taxes and was due a large refund from state. I never got the state refund and today (May 28) I contacted the state to find out why. I was told they never received my filing! I then researched whether the small amount owed the feds had ever been charged on my Visa--it had not. After some diligence I found a phone number for Turbo Tax customer service and after a few frustrating minutes, I got through to a very helpful person. He took me through my 08 record and today, 3 months later, the tax filings were sent to federal & state. Of course I thought all that was completed in February. I do not understand at all how Turbo Tax can go ahead and charge a customer when the returns have not even been electronically filed! I should have received an immediate on line notice that I had one or two more steps to complete and then and only then should I have been billed.

    I may relent and use Turbo Tax again, but I'm not a glutton for punishment and I do know how to do my taxes with pen & paper.

    Again, it's Turbo Tax I am very disappointed in, but the person with whom I spoke on the phone today was indeed helpful.

    Jean 5/28/09 1:49PM

  • Return for '08 was my 3rd year and quite frankly this year will be my last. An error in xfering data from Fed return to State and then I found it next to impossible to even ask Turbo about this.

    theo 2 5/23/09 4:58PM

  • I've used TurboTax since 1997 but this is the last year that I'll be using it. First off, why the use of SSBT? At first I checked the radio buttons next to both SSBT for $29.95 and my state tax, NYS, for $19.95. Then I realized that the $29.95 was not for a "loan" from my federal tax as other tax places charge so you can get your money in a few days, but to pay for my $19.95 state tax. I removed the mark next to SSBT but was unable to move on to the next page. Finally I was able to go on to the next page. I then received an email that both my returns had been received.

    Then, on 05/01/09 I received an email from Santa Barbara Bank and Trust regarding my "Account Status" and was told: When we receive your refund, we will make all authorized deductions and disburse the balance of your refund to you using the disbursement method selected by you.
    I was under the distinct impression that I had canceled SSBT, in fact I know I did. Why would I want that bank to deduct $29.95 for a $19.95 State file? I only earned something like $650.00 for the entire year in addition to my SSDI. This $29.95 is only a scam that has been set up between TurboTax and SSBT! I did not see anything when I started my return...I used the Free Edition.

    My second complaint has to do with the person I spoke to when I did call the TurboTax *phone number*. From what I could gather, the person I spoke to was out of the US, maybe in India, as I could understand only a few words and his other words I just guessed at. I'm a medical transcriptionist and type a lot of reports daily from doctors who have English as a second language, so I've developed a pretty good ear for ESLs. I asked him if I could speak to a supervisor and I think he said "there isn't any". I asked to speak to someone who spoke clearer English and he said was told "there isn't any".. .I then said goodbye and hung up. An outfit like TurboTax should not outsource! I guess their bottom line is more important than happy customers.

    sadtosaygoodbyetoturbotax 5/8/09 6:14PM

  • This company sucks at problem resolution and customer service.

    Anonymous 4/27/09 5:29PM

  • This website/product is horrible!! They processed my state refund and now I cannot even locate my "rejected" federal refund. There is NO info listed to contact a live human, they have an "ask Tina" that is a bigger joke than their "customer service" I have been thrown back into the call que for the 3rd time.

    Anonymous 4/9/09 1:04PM

  • Pretty bad. The website promises free software to ammend last year's return if you are a returning customer. To get it, all you have to do is call customer support. I think my customer service agent is on drugs; in any case, he seems confused and certainly unaware of my predicament and any solutions to it. Oh well. Guess I'll just fill out the paper form.

    brent 3/22/09 2:35PM

  • customer support on the phone and the whole with them is the terrible. ...they just can't handle large amount of customers.....rotten system all together

    clin53 2/2/09 5:45PM

  • COMPUTER INPUT WAS BAD. WOULD NOT ALLOW ACCESS TO RETURN.
    CUSTOMER SERVICE WAS WORSE...FIRST ATTEMPT LEFT ME ON HOLD FOR OVER 30 MINUTES. WHEN THE SEVICE PERSON ASKED FOR MT NAME, I TOLD HER AND WAS IMMEDIATELY DISCONNECTED. I AM IN THE MIDDLE OF MY SECOND HOLD NOW. NO LUCK SOFAR.

    ARTMCDONALD1137 2/2/09 10:27AM

  • Submit your comment >>
  • Believe it or not, I am still using dial-up (9.0). I had a major problem transmitting my Turbo Tax forms to the IRS. The error read that Turbo Tax was unable to verify an internet connection. I was in deed connected and continued to receive the same error. The technician research the problem then directed me to return to the transmission page and select the on-line tab at top of the page. From there she guided me through establishing a direct line between the software and my IP(one click). I rebooted and successfully transmitted my forms. The entire call took approx. 10 minutes. M

    Anonymous 3/9/10 5:33PM

  • Just followed another commenter's advice on how to contact Turbo Tax by phone and had excellent results.

    The Advice: dial 800-854-3970 and, when they ask for an "Incident ID number" press the # key. Press it again each time the recording asks again for the ID number.

    (After hitting it 5 times, I got transferred to customer service who answered within 2 minutes.)

    The Results: the agent, Terrell, spoke excellent English,listened carefully to each of my stated problems. Asked a couple of questions. Then walked me through the solution.
    (Entire transaction completed in under 5 minutes.)

    My problems: Having successfully used Turbo Tax for 15 years, I purchased the CD in early January from Amazon. Had several problems with the program itself while doing my Federal taxes; then it wanted to charge $39.95 to do my State taxes; and it had de-stabilized other operations on my computer (Windows XP Home edition)in general.

    Then, in reading comments online, I found out people with Windows XP Pro had experienced crashes and major problems. Since I also had to do my Mom's taxes and she has XP Pro, I decided I'd better return Turbo Tax and use something else. It was too late (over 30 days and I'd opened the package)to return to Amazon.com so I called TurboTax to ask for a refund.

    Instead, Terrell explained that the download version of TurboTax Deluxe does not cause the computer problems the CD version caused. So he set me up with the download version to use on both my own and my Mom's computer.

    I just downloaded and installed it successfully and am hopeful all is well. If not, I'll be back to update! Meanwhile, I'm thoroughly satisfied with Intuit's response and customer service!

    missran 2/25/10 12:49PM

  • I have used Turbo Tax for 5 yrs and have been very happy however I have been unable to locate by past accounts. I call the 800# listed above and got right through to a very helpful lady named Shelly. She took the time to research and find the problem and explained how to fix it...She was very helpful and knowledgeable!!!

    Anonymous 2/25/10 11:25AM

  • I got through within one minute,people should probably call early to avoid wait times. Customer service was great.

    Anonymous 2/10/10 7:42AM

  • I was ready for an unpleasant experience after reading other comments..But this did not happen, in fact I was on hold for approx 15min(patience is a virtue)and then connected to a rep named Shondee, who was polite and very helpful.

    She walked me through everything, for some reason my dependent son kept showing up as a non-dependent. Shondee remained calm and very professional through the entire call.

    Please be patient if you have to make the call, when I was being helped I was on the phone for approx 15-20 min with the rep.

    Put yourself in the other person's shoes.

    Florida gal

    Anonymous 1/28/10 5:52PM

  • Other than the long hold time (patience is a virtue they say) and the need to be transferred once we got excellent support solving a problem we had in correcting a form. The agent was easy to understand, took us through the process in fixing the issue. :)

    camillasr 1/27/10 1:08PM

  • I have use TT for about 5 years and they are great, no problems at all.Best software highly recommended

    TT customer 1/22/10 3:09PM

  • My contact with Turbo Tax (Doug) was just as it was last year. UNBELIEVABLE I can not begin to tell you what a delight it was to have someone so helpful and not mind the time with me in helping me find a file that was lost on my PC. Such gentleman I have worked with and though they must have been tired they worked on tirelessly.
    THANK YOU TURBO TAX FOR BEING THERE FOR ME.
    JWM

    JUNO 1/11/10 1:25PM

  • Thanks for the clue to press ## 2 times to get a person. It worked. But I had to press 3 times! Problem: The desktop version was double counting a dividend income and I couldn't get it to correct the tax form. The gentleman was located in NW Iowa, an American, so they hire locally. He was very helpful and we corrected the form! Yes it was operator error- I had entered a figure in two places when it should have been in only one place. Thanks Turbo Tax!

    Anne 12/24/09 12:27PM

  • Thanks, the # twice worked perfectly, customer service was in english, polite and hopefully I will get my state CD in the mail.

    TommiW 11/17/09 4:55PM



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