TurboTax: File Your Tax Return 4+

Normally filing with Turbotax is an easy glitch free process but not this year. I had to enter my spouse’s driver license information three times before it was accepted. I felt I was in an endless loop and considered going to another tax software provider. Also the ads that appear at the end prior to filing are confusing this year. I don’t mind looking at them but they should be cleanly separated from the actual filing process. Otherwise your product was again outstanding and entering my various forms and tax data was easy with help available at every step which is why I hate to complain. I am a longtime user of turbotax, first via downloaded software and now the mobile app which I enjoy using. I know you will consider my feedback and I look forward to using TurboTax next year.

Thanks for your rapid response to my concerns. I only mentioned it because it was the first time I faced any type of glitch using turbotax. I will remember your suggestions for next year, see you then.

Hello Robert. We truly are grateful for your loyalty to our software and value your feedback. We did not want your experience with the TurboTax mobile app to be displeasing. We do understand your concern about glitching and information not being accepted. With the app, try to uninstall and reinstall to ensure you have the latest version. Also, you can continue to TurboTax.com in a browser, if this persists. Additionally, you can fill out an App Feedback form: https://bit.ly/37k3NBL We are glad that you were able to file with us and love our available assistance. If you are still having issues with the app, you can contact us on Facebook or Twitter. Thank you for being a part of the TurboTax Family! -Te'Anna

My husband and I are new to this country; this is our first time doing taxes, and we decided to go with TurboTax. We uploaded every document and chose to be assisted by a specialist. We were assigned to Nigel, who was amazing and assisted us wonderfully. After almost three hours, he told us that management is reviewing our file and he’ll call us back the next working day to complete the process.

The first thing he said when he called us back was that he didn’t have good news; management had decided to deny us the service for being non-resident aliens (which is not even the case) and filing for the first time. I was so confused I wanted to make sure I got that right, so I repeated what he said back as a question: they are denying us the service for being immigrants, and for this being our first time filing? His answer: yes, that’s basically why. I then asked if there was a way around it, someone we could talk to; he said no way around it and no one to talk to since the decision came from management.

For people who didn’t grow up here, the tax system/process can be overwhelming, especially the first time. Taking that into consideration, do you think it’s fair, or even logical, for TurboTax to deny assisting us just because we are immigrants, and this being our first time? This has been the most racist and neglecting experience we’ve had since arriving in this country.

Hi there Marilyn, we appreciate you for taking the time to leave us a review and bringing this matter to our attention. We are sincerely disheartened to hear of your experience and want to reassure you that we here at Intuit and TurboTax are dedicated to diversity and inclusion as a whole. We take your feedback very seriously and would love the opportunity to investigate this matter further with you. At your earliest convenience, please send us a message on either Facebook, X (formerly known as Twitter), or Instagram, and we'd be delighted to look into this further. We look forward to speaking with you soon! - Kayla

I used the TurboTax app to file my refund in early February. The app was relatively easy to use, but it did get old going in circles sometimes. Unfortunately, the free option really is not usable. If you have to file state taxes like just about everyone, then you will have to pay $40 per state. If you’re a college student in another state like me, that means two states so $80. Of course, no student discount. Honestly, that was not too bad since I was supposed to get a lot back.
Unfortunately, that was not what happened. I did get some from one the state returns, but that was it. The IRS sent a letter for a health insurance form that didn’t even apply to me. If you want help with that, guess what? It will cost you even more money! At that point, I wasn’t paying TurboTax any more so I went off on my own. Eventually I got it figured out, but not without massive disruption to my school work. None of that help was thanks to TurboTax which sends you to FAQs that don’t really apply.
They have online discussions which appear to have many people with the same problem. This program is made to look easy- and it is at first- but the headache it causes later is not worth it. Never had trouble like this with H&R Block so I think I’ll go back to them next year. Whatever you do, don’t use TurboTax. It is seriously not worth it. Still waiting for that federal tax refund BTW.

Hi there,

Thank you for the detailed review of your experience. Your feedback is important to us and we would like to help you address the concerns you've shared. All of our customers begin with our Free Edition. If your tax situation requires additional forms that are only supported in a higher version of TurboTax, you will need to be upgraded in order for us to maximize deductions and handle any additional tax-filing responsibilities. To learn more, please go here: https://intuit.me/38dKY1b Please keep in mind that any additional services, such as the Refund Processing Service, can also contribute to your overall charge. If you wish to review your charges, please follow the steps outlined here https://intuit.me/2tMtaLL.

Our support webpage, TurboTax Real Money Talk Community, contains many different articles reflecting the most current changes in tax laws and requirements. For the letter you've received from the IRS about your health insurance, I'd like to share that this can differ for each individual depending on their specifics and you can learn more about that here: https://intuit.me/2SYRrbf

I understand this year did not go the way we had wanted. We understand your time is valuable and appreciate your review of our response today. I hope that we will have the opportunity to regain your trust in the future.

-Minh