TurboTax Customer Service

User Reviews, Ratings and Comments

TurboTax customer service is ranked #517 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.63 out of a possible 200 based upon 945 ratings. This score rates TurboTax customer service and customer support as Disappointing.

NEGATIVE Comments

888 Negative Comments out of 945 Total Comments is 93.97%.

POSITIVE Comments

57 Positive Comments out of 945 Total Comments is 6.03%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • TurboTax

    Customer Service Scoreboard

    • 31.63 Overall Rating
      (out of 200 possible)
    • 888 negative comments (93.97%)
    • 57 positive comments (6.03%)
    • 2 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 2.0 Issue Resolution
    • 2.0 Reachability
    • 2.0 Cancellation
    • 3.9 Friendliness
    • 2.9 Product Knowledge

Add your review!

Posted by Snapss


I gave them all 1 for ratings and wish I could've given them a negative number because 1 is too kind. I have been a customer for years without issues, this year they coded my bank account incorrectly- although I provided the correct information so my return is now MIA. They have lacked professionalism, accountability, and the basic ability to do their jobs properly to rectify the situation. I am appalled by their lack of urgency and resolution of this. They wouldn't even refund my processing fees. -1000/10 wouldn't recommend to my worst enemy

Posted by Anonymous


I have e-file'd with TurboTax online for years with very few negative experiences. This year, I entered my information with the intention to e-file once again. Because the government was not yet done with a form that I needed, they would not allow me to file yet (I'm still ok at this point.) They said to go ahead and pay now to "lock in my rate," so I did.

When I went back on a few days later, TurboTax now said that there was an error and that e-filing was no longer an option. I use TurboTax so that I CAN e-file, and that is what I was promised I would be able to do when I paid. Just to make sure that I didn't do anything wrong, I filled in ALL of my information with another online tax service (a much cheaper one) and everything worked great.

Since I had not used ANY of the services that I had paid for yet, I figured I would just submit a refund request, but I was told that there is no satisfaction guarantee with their online services.

I called TurboTax, but their customer service has been both incompetent and horrendous. It looks as though they are just fine stealing my money for services that they did not perform. I will never use them again.

Posted by tunel rat


Web site is useless for making payments. It didn't want to accept any of my credit cards. Calling them is a disaster as their robot is really poor. Person eventually reached was not very helpful. The problem I found out was a stupid on. The card address information which had a zip code did not have the state information. This should be obvious but their programmers are really poor or something. I hope the tax program has better coding

Posted by Donnie jones


Hello Turbo tax. It's been since April 4th when i downgraded my product for refund. I have still not received. The first request refund was so called closed and settled and sent back to my bank. That was a lie, I never received. They gave me 2 SFDC04894925 and Sfdc04894912, one for 59dol and the other for 52.00. Alice was the so called manager who approved this refund. Now it's may 15th and now the manager approved another refund because she doesn't know and why my order was canceled and no paper trail for the reason. The new SFdc04955216 for $99.96 and that's been since may3rd when a manager call Myra setup. I have not even got anything back from that.i called Friday on may12th and spoke with a specialist called Mitchell for a hour he so called try to call his manager Guy and said he would return my call but he lied also. He called back at the EOD and said Guy father was dying and he had to leave. This person refused to even call me back. I feel TurboTax is trying to keep my refund . They have been rude to me and one of representatives use Racist remarks since he noticed I was Black. His name was William case number 1517842979. This is my reason I feel I am not being taken seriously because I am being discriminated against and feel he thought all black peoples wanted a free ride. I paid you turbo tax with my debit card and I am not a criminal but a faithful customer. I want my money and hopefully this complaint reaches the right person. My email is [email protected] and cell 2022975711. Please call me it's been 2 months and i can't even reach your refund manager to ask why he cancelled the first Sfdc refund and now not sending the second refund back to me.

Posted by gmarockson


I had to use H and R Block to file my taxes yesterday. The TT "Live Help" people (I tried 3 times) were unable to answer a simple question about amortization of points on my mortgage and whether or not I could deduct the points. This is a standard IRS question they should be aware of. One of them did not even know what amortization was. that person rudely disconnected without asking if I had any other questions or even saying goodbye. The last person, via a video call, hung up on me right after the call started. I assume it was to tend to her young child who yelled "MaMa" as soon as the call began. She never called back. I spent a lot of time trying to use this program until I was finally forced to go elsewhere. After the 3 encounters I had, I was quite fearful that any of their tax people could properly represent me in the event of an audit. I've used the desktop version for years and it is ok but the Live Help was barely alive and no help at all.

Posted by Turbo Tax Changed for the Worst


I agree that something changed in 2023 (for 2022 tax filings). Not sure if they changed the software or what, but documents were unable to download this time, and definitely not as user friendly. Never had an issue before now, but of course it's crunch time now, and a system that was once reliable is not anymore.

Posted by TMI


Worst experience I have ever had filing my taxes... spend $170 taxes got rejected and now won't allow me to efile..... I hate turbo tax DO NOT USE THEM

Posted by Anonymous


So I started filing taxes for free $0 federal and $0 state. I selected that I had marketplace insurance but it didn't take me to the page to put my information in. I finished my whole tax paperwork. They checked and rechecked it. Had me to submit it. Few hours later both of them came back rejected. So I go back in to put my information in and they charged me $59 for federal, $59 for state, and a $39 processing fee. I can't seem to understand why are they charging so much to only process the return. I did all the work. I feel like I should have just been charged a processing fee and maybe the fee for federal. I think they should charge by how much you receive and not cause they upgrade you. I didn't upgrade and they didn't do nothing but process it. Very dissatisfied customer and I will not use them again. Plus I will let anyone who plans to use them to choose another preparer.

Posted by Totally Frustrated.


I am trying to file a complaint against a TurboTax charge.

I simply wanted to file my son's taxes. He's 20 years old. Should have been simple. He's only getting $21 back from Uncle Sam. Should have been free or at the very least, the same price I paid--$59. But NO! TurboTax charged me $129 plus tax!! Ridiculous.

I tried to use the help feature to no avail. I tried speaking with a customer support person, to no avail. They disconnected the call. I am completely disgusted.

Posted by Anonymous


I called Turbo Tax to tell them that State Tax for KS was not being properly calculated, because I work for the FED gov and I needed to know how to fix it. She told me that I would have to UPGRADE?! What?! You have to upgrade for your system to work properly?
KS does not tax fed retirement pension. So unless you file LONG form or send it in manually, to calculate it yourself....they are no help. I learned this ONLY after paying for it upfront, manually figuring it myself and sending it in and OBTW this takes 16wks.....

Posted by None available


I am a Turbotax customer for the last 18 years. I always used the desktop version for filing my return to CRA. This time I made mistake and used online version. I was charged $179.98 for filing a joint return. I did not want to waste the time I spent in putting all the numbers. I thought that Turbo tax will be helpful and give me the refund of the honest mistake I made using the online version. But I am extremely disappointed that there is not even email address where I can raise this issue.

Posted by Anonymous


Worst experience ever. Never again will I use Turbo tax they took my money but never filed my taxes. Can you say LAW SUIT

Posted by Anonymous


Using turbo tax has been a nightmare. You can't get ahold of a person for nothing even though you pay for this service. Their a rip off and I will never use them again. Save your money go elsewhere

Posted by jack


These turbotax customer service people are untrained and incompetent. All I wanted to do was get my state downloads that I paid for, and after making 6 calls and talked 6 different untrained "customer no service" incompetents to no avail. No wonder why this company has so many negative reviews. They suck.

Posted by Belle


I only had one W-2 and no dependents so it was a very easy return but I feel like TurboTax really screwed me this year. I only got 22 dollars back for my federal and I've never received such a small amount ever. I estimated it on another site and it said I should have received 1500 so I will not be using TurboTax ever again

Posted by TURBOTAX COMPLAINSA 2022 Tax


Turbotax Deluxe Paid For To Do The 2020 Taxes. The Program Was A Nightmare. I Had To Get A 5 Email Approval (are Your Really You ) Check By A Msil To My Wife's Phone, ( Do Not Have A Smart Phone). Down Load Was A Mess. Numerous Ads For $$$ Up Grades For Their "stuff>

Big Complaint. I Paid For Turbotax Deluse. About $51 + Tax At Costco. At Checkout Turbotax Charged Me
$89.. Extra Over What I Paid, For Supposed Changes To My Return Requirrint "premier" Services.

The Refused To Tell Me What Services That My Deluxe Service Needed I Cold.

I Could Not Print My Return Until Paid Up !!!

Turbtaxx Lists Only 4 Additional Helps For Premier Fersuls Deluxek, The Charged Me $89.00 More For Their Arbutary And Un Approved Charge. Their (ustomer :service:would ) Not Tell Me What The Charges Were For !!!

Posted by James Jenkins


Used it for the last 10 years never had a problem. this year could not download updates my friend had the same problem kept getting a Microsoft error message. Spent 2 hours trying to down load the updates manually. What a pain

Posted by RWGranto695


went through complete cycle - even after it kept asking me to upgrade. Got to the end, said I was finished, and could download my Federal Form, then system when into hang mode ( just a spinning circle. Da data filled in on 1040-SR. logged off, logged back in. System says I printed Federal forms - but that never happened. Asked for help, and call back. Got call back - but no one on line for 5 minutes ! Do not recommend seniors use this products

Posted by BK


My father has more than 8 W2s and he paid only 79 bucks, I have ONE W@ and they charged me $200, they would not refund me the money and I had to stop it at the credit card source

Posted by Anonymous


As of 2023 TurboTax does not seem to work with Safari. It has always been good in the past. Their 'expert' was useless, claimed TurboTax was designed to work with Chrome, and suggested that I need to install it if I wanted TurboTax to work properly. Thanks a lot!

Posted by Chels1988


I have found this to be the worst scam. Don't pay for expert service. They tell you you are speaking with a tax expert; however, the reality is you are speaking to someone who is not a CPA. They misrepresent themselves and hang up when you ask for their credentials or proof of it. They also put their friends on the phone to pretend they are their supervisors. Don't pay extra money for expert service you will not receive!
I was on the phone for hours without a simple connection to a CPA. No supervisor /manager call-back after multiple requests.
They will not issue your refund for the year-long expert service. Thieves! Don't make the mistake of putting your financial information into this system or paying for a service you will never receive when needed!

An FTC investigation is needed. Class action lawsuit anyone?

Posted by Jim


Their warranty is nearly worthless. After many back and forth correspondences, providing very detailed information, they refused to honor their warranty claim of paying penalties and interest. My state said that Turbo tax software was in error, and disallowed an exclusion the software took and charged me back taxes plus $400 interest. Turbo Tax said they would not reimburse the $400 interest charge; their software made the correct "calculations." It did--but it interpreted the tax laws incorrectly--oh that doesn't count as an error? Thanks for that worthless warranty!

Posted by CHARLIE


Worked great for the last 7 years. This year is terrible. The system will not allow me to file an extension. After two 20 min calls I was hung up on twice. I was also given logically contradicting information.

Posted by Anonymous


For the tax year 2023, I used turbo tax to complete my tax return like many years in the past. This year, I helped (3) people complete their tax returns as well, myself being the referrer of them. I completed my return as well as the other (3) person's returns in the time span of January 01 - February 21. On February 22, 2023, I received an email from Turbo Tax of a referral promotion where the new filer got 20% off turbo tax fees and the referrer got $25 per person referred. I was frustrated that I received this promotion after I had filed (3) tax returns besides mine, so I called in and was assured by (2) customer service associates that I would retroactively be able to claim the promotional offer. The links that each of them sent did not solve my issue, so I called a third time and I was told that the fine print of the promotion prohibited this.

Posted by Anonymous


STRONGLY DO NOT RECOMMEND, last year they hit my account for over $65.00, I called and spoke to someone named Tammy,after explaining that my return was not done and that I had used Liberty Tax, she said they must of used their forms, and told me that the IRS would get my money back, which were lies. Still have not got my money back, so if you want to get ripped off, go ahead and use them. If you would like good honest people, I STRONGLY RECOMMEND Liberty tax.

Add your review!

Posted by NadDam422


Mr.Kenneth Childs is the best.He helped me with a rather complicated issue and was so patient and listened attentively and on top of being extremely knowledgeable in how to help me he executed this help with genuine kindness and a strong desire to help me. Promote this man and give him a big fat raise..Again Thank you Mr. Childs.

Posted by Neal


"File for free" "File early and save" All bait to get you in but it will still cost you $140 for the basic package. Good product because it easy to use, but I wish they would stop acting like they care if people save money. Complete false advertisement, turbo tax is never priced well. Your going to pay well over $120.

Posted by GrandmaVMM


They now cost as much as I paid my tax preparer. Prior years software included 1 free State download and pay for State e-file.
With 2022, you have to purchase State download AND pay for State e-file.

Posted by Amy


Sub: Case #482135475

On 3rd September, 2021, I needed help with an amendment of 2020 tax return and I called up TurboTax customer service support number. I spoke to Amy and I had the best experience. She was cordial, patient, knowledgeable and has true desire to help clients. She walked me through all the steps through screen share session guided me at every step. The experience I had elevated my positive perception towards TurboTax. I wanted to take moment and provide some feedback and I hope she gets to know my heartfelt appreciation for the help she rendered.

Posted by ghrad


After having been treated badly, I received the most phenomenal service last evening from Valerie. She was caring, listened very well and quickly understood my problem. Although, we were not able to fix the situation (as Valerie was able to help me "prove" that the issue was caused by PWC sending me a bad txf file), the time spent with Valerie gave me documentation to go back to PWC. Everything that Valerie did during our long conversation was exemplary - and so different that the previous person that "helped" me for whom I have a zero rating.

Posted by sun lakes kid


FREE TT PREMIER UPGRADE. Call Intuit at and request a FREE upgrade to TT Premier. You can either download it, or they will send you a Premier CD. I called this a.m., took only 5 minutes, and my upgrade CD is supposedly on its way. Intuit has finally gotten the message that they are going to loose many, many thousands of customers if they don't do the free upgrade.

Posted by Anonymous


Hello my name is Hayley and I've been a turbo tax customer for 4 years. Last Friday, the 19th of September, I spoke with Colle for over an hour on the phone, as she helped me through some issues on my computer that I honestly never thought I would be able to resolve. She was so lovely to talk to, unbelievably helpful, patient, and truly I love her and I feel like she's the best person in the world!! I have never had as great of a customer service experience. I was totally overwhelmed at the beginning of the call, and after 2 minutes of talking to her, I felt better, and by the end, I was more organized than I thought was possible and I was sad to say goodbye to Colle! I have never written a review before, but I just want to make sure Colle gets the recognition she deserves. She is the ideal employee and should be the role model for all turbo eployees!

Posted by CK


One of the best customer service experiences I have had. They went above and beyond, offering advice and even help navigating the IRS website. Very knowledgable and very friendly!

Posted by M1dni6ht


I was having a horrible time redoing my taxes as I could not efile due to a 0 that would not go away. Possible due to something pulled in from a 1099 form. A service tech named Daniel helped to trouble shoot the problem. It turned out that the Primer soft ware for the State of Idaho had some bug and the Overide option was not easily found for the MAC version of the Primer software. After the Overide was found I was able to delete the "0". Hats off to Daniel a very people oriented, intelligent IT individual who gave A+++++ service. Thanks CK

Posted by -P (Philippines)


I am really happy with your customer service. I chatted with a representative today about TurboTax Version issue (sorry to forget her full screen name, I know she is Philippines). She helped me to downgrade my tax version very fast and told me the refund is on the way without my asking. During the time we were chatting, she is patient and positive to help me through the steps necessary for how to print tax return free since I downgraded to Tax Free version. SHE IS A REALLY GREAT ASSET TO YOUR COMPANY.

Posted by Anonymous


Brandon did a great job helping me fix my tax problem he stayed on the phone and was very knowledgeable of fixing my taxes
Thank You Brandon

Posted by Anonymous


On Friday, April 12, I worked with tech Thomas M. I would like Mr. Turbo Tax to know that Thomas M. is a really great asset to your company. A person may have 1 or 2 qualities but when you run across someone like Thomas M. that has MANY superb qualities, they should be acknowledged.
I am in telecom and THOMAS M. is the BEST technical support person I have ever had the pleasure to work with. KUDOS on technical knowledge, customer handling is superb, if he was gone awhile he would come back and state that he is still there just working on something, explained technical issues on a level that could be understood the 1st time around, typing skills superb-no words spelled incorrectly, ability to write a legible-well thought out sentence, and patient. During the time we were chatting, it actually ran through my mind 3-4 times that I MUST be working with a robot. I am not crazy, HE IS JUST THAT GOOD.
I have told this story so many times since working with Thomas on Friday night and found people were so interested because of the type of service people in general have become accustomed to. I told them, you won't have this issue working with Turbo Tax's Thomas M.
KUDOS to you again, Thomas. Thanks for working with me and resolving my problems.

Posted by military lady


I received a very pleasant customer service rep. She basically told me what I knew, that the IRS are holding some returns until they are ready to process them, due to certain deductions. Just wish I knew when they will process them. (I completed my taxes on 10 Feb and still waiting)

Posted by Anonymous


I was very frustrated by the difficulty I came across to reach a specific representative to speak to regarding my issue initally. I had 2 separate issues (one tax related the other billing related) I finally was able to reach a recording which re-directed my issue to a customer service billing representative (my issue trying to resolve my tax issue and mistkaenly paying twice for the service). After about 10 minutes of waiting I was connected to an individual who helped me through the steps necessary for a refund.



The representative also gave me a contact number ( for resolving the specifc tax issue I came across as well. I have yet to give that number a call, but will in the near future.



To sumise my experience, initially I was apalled by the difficulty I came across to find an appropriate contact. Once I did find a legitimate number, the service I have received so far was excellent.



My intention of writing this is to hopefully help give some people a good starting point of contact if you found it as difficult to get a hold of someone as I did.

Posted by tazzmania


Called turbo taxhad to call 1-888-777-4178 an waited 16 minutes finally talked to dave like a human being an he fix my problem without an attiude an he gave me my refund for filling so if you talk to these people like people they will fix your problem I will use turbo tax next year

Posted by Klek


I called the number from this site and hit # per the user tips- worked like a charm. Got through to a turbotax rep in less than 2 mins.

Word to the wise: the turbotax reps don't offer to fix your issue, you have to ask specifically. If you need them to walk you through something- tell them.

Posted by Anonymous


I tried to resolve the issue by downloading from the website, but I could not get the download. I then did the online chat, the agent sent a download within a few minutes and offered to stay on with me until I implemented it. I had other commitments and could not stay on the chat, but her instructions worked perfectly and the problem was resolved.

Posted by Anonymous


The gal who helped had to do quite a bit of research and try some different things, but in the end all was well and my tax return was exiled.

Posted by Anonymous


Over the phone, the instructions the customer service person gave me solved my problem. I truly appreciate her help.

Posted by Anonymous


I had problem where I was charged for services I thought I declined and there was no summary page, just bam your charged $129! Then tried to get hold of customer service immediately but they were offline for 8 hours until next day. I was freaking out and had to deal with really long wait times both on the phone and online chat, BUT when time came to deal with the CSR, he was very helpful and said they would refund the money.
So that's a thumbs up in my book. Thanks Turbo Tax. I WILL use you guys again.

Posted by spc


I called Turbo Tax support as they generated a form that should not have been there. Dexter at Turbo Tax resolved my issue. He was very helpful and patient. I am very happy with their service.

Posted by [email protected]


My experience was very good. I entered the numbers they requested and got a customer service person within a few minutes. They helped me with my issue almost immediately.

I called back a bit later and the 2nd rep helped me get my coupon rebate almost immediately. So, my experience was good.

Turbo tax is easy to understand and use. I would recommend it for anyone.

Posted by Anonymous


excellent service!!
AJ was fabulous and patient.

Posted by Anonymous


Call took close to an hour, most of which was a waste of time. But at the end the person was able to resolve my issue -- find a workaround for a nasty bug in the code. I'm still not sure why it worked or what happened, but I think things are OK now.

Posted by YGBKM


Turbotax is what it is: an automated way to complete the required federal (and most state) tax forms in order to electronically file a good looking, legible return.

But it lends itself to abuse, tax fraud and cheaters. Some examples:

A "tax preparer" collects enough information from "clients" to log into Tt as that client, file, and receive the refund. This is where the magic of the Tt Visa comes in.
If that preparer tries to have the direct deposit sent to their own bank account, the IRS will not allow it. A taxpayer's direct deposited refund can only go to an account in their own name. So, the "preparer" orders the Tt Visa, in their clients name, but at the "preparer's" address. SInce the "preparer" has all the inf. to log into Tt as the taxpayer, they can set the PIN, set up transfers and otherwise "access" the money. They only need the card.

How to prevent that "preparer" from stealing? Or otherwise acting fraudulently?
License the preparer through the IRS PTIN requirements and have the preparer sign the return as the paid preparer, and have the taxpayer sign as the tax payer. Do taxpayers know this? Do the "preparers" prove it?

2) Someone not the taxpayer - ex-spouse, ex-girlfriend, ex-boyfriend, neighbor, roommate, whoever- calls and has the Tt Visa sent to a different address, where the actual taxpayer won't realize it's missing, and the thief can access the card first. It's a Visa - even if you can't set the PIN you can drain the card.

3) The card goes to the right address, but before the taxpayer can get their own card, someone else takes it.


How to address these problems:
- make the refund recipient prove they are the tax payer.
- do not express deliver cards to a recently changed address
- only deal with the taxpayer in person (no online, no automated phone system)
- allow the taxpayer to track their refund from the IRS, to the bank, to the card, to wherever. But for this to work, the IRS needs to accurately forecast the date the refund will be released. And this year the IRS has already said despite their best efforts to predict, some refunds will be fast, some will be delayed and most will be sent within 21 days. Also, more than once this tax season the IRS has admitted that the date provided by WMR, or other tools (Tt tracker, the IRS funding schedule, whatever) are off as a result of the IRS delays.

Of course the tax frauds and cheaters hate the new rules (Read about identity theft and tax fraud on the IRS website.)

But every online taxpayer is affected too. Did your address change since you filed? DId you file using an address not where you live? Is your preparer licensed (or a lawyer or CPA) ? Did someone other than you contact Tt for information?

Answer no to anyone of these and even if you are an honest person, you should fall into the questionable category.

Beyond these fraud clues, Tt users should be onlinea and identity theft savvy. Which means even if you don't get the text message and email announcements, you should be able to track your refund online. Why are you waiting on hold for an hour to check your balance? You should be sensitive to protecting your online account - don't allow anyone to pose as you (fake preparers, family members, significant others) .

If your return is accurately calculated based on the inf you provided, and your refund is safe, even if delayed, Tt did their job.

Submit your comment

Posted by turbotax emplyee


I worked at turbotax and they are so good to their customers, all you have to do is call in and ask for whatever version you want and they'll give it to you for free!. iv given away 1000s of dollars worth of product for customer satisfaction. and iv learned the only reason customers get angry isbecause their retarted and or tired of waiting on hold. what do you exspect a short hold time if u call in 2 days before taxes are due? the customers are stupid AF

Posted by njdiana621


I am one of those Turbo Tax Ask A Tax Expert service team members that is often the last in a line of other support people you may chat or talk with before you get to me. What has impressed me most is the tools and resources that Intuit has given me to assist you, our customer, with any of your questions and concerns, not just tax advice. Unlike many companies, Intuit empowers us to provide you with our best effort to assist you without having to go through several layers of management.
I am sorry to read that so many of our loyal customers have felt the stress of waiting in a long line and feeling that their questions are not adequately addressed. Please remember that there are three levels of complexity to each and every tax return: IRS and state rules, discovering the exact way to enter data into the program and software and hardware issues. No one person can be an expert in all these areas.
This year is an especially difficult year because our tax laws were not finalized until January, when President Obama signed the latest tax bill. Many forms and schedules are not yet available for filing. I humbly suggest that you look on the IRS website to determine if you have a tax return that has a delayed filing date and wait to finalize your return until all the forms you may need are available.
Thank you for allowing me to share my feelings with you.

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Customer Service
866-888-2402
Support (Business)
888-777-4178
Technical Support
800-446-8848

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