Hi Brenda,
I encourage you to try and call your customer service to see the service that is provided. Most service reps do not now about the accuracy guarantee and those that do are very limited in the assistance they can provide. I just wanted an acknowledgment that my claim was received (it;s been over a month) and that is impossible to confirm and I was refused the option to speak with a supervisor when I asked. I was told I need to wait 10 weeks for a response and if it is not received I can call back at which point it will be too late for me to submit a claim. The fact that claims can only be submitted by mail is already a huge gap in the customer service you can provide. In all honesty it appears Turbotax wants to make it as difficult as possible to submit a claim, I can only imagine why. Based on the people in this forum, facebook group and the news reports as of late, if turbo tax truly wanted to have exceptional customer service they should be reaching out to customers effected or set up an easy way for customers to submit claims for this case, acknowledge that they made a mistake and make it right for their dedicated customer base. It's hard to argue that an error that effected hundreds of people was a user error. Take responsibility and make it right.
