Turbotax Refused to refund and Not provide the service either

[Kohjas85]

Am filing a Non-Resident return and paid for Online Assist and Review. When I connected with a turbotax Online assist with some queries, they refused to provide any inputs stating their lack of support for Non-resident returns. When contacting Turbotax for a refund, they refused to refund the amount as well. Need to know the right forum or email to escalate this matter to get a meaninful and trustworthy resolution

[TurboTaxVeronique]

All support teams should use the same process. 

We see in the system you called yesterday and we were able to locate 3 different orders in the system, one for a US product, two for Canadian products. 

For TurboTax Canada products:

Order TTWND245970769 - TTO FULL SERVICE DELUXE PRIMARY RETURN TY24: When you called yesterday, a refund request was sent to Full service department. They are dealing with their refund requests and they should send you their decision by email within the next 5-7 business days.

Order TTWND290293109 - TTO ASSIST ^a REVIEW PREMIER PRIMARY RETURN TY24: What was the reason why the agent on the phone did not process the refund?

Thank you for choosing TurboTax.

[Kohjas85]

For TTWND245970769 , was told the same statement by the personnel on the call on 01st April (who had confirmed the refund will be issued by 07-April). But we are here 23 days apart with no refund yet.

For TTWND290293109 , they were not convinced by the statement that "TT ASSIST and REVIEW" personnel refused to provide any assist or review the Non-resident tax return.

But the person on the call did acknowledge that Turbotax TT Assist and Review does not provide inputs for Non-resident returns. Isnt this contradicting ?

[TurboTaxBrenda]

You should see the refund within the next 2-3 weeks back on your credit card. 

Thank you for choosing TurboTax.

[Kohjas85]

Will both the orders be refunded.

Also, since I initiated the refund for the Full Tax Service on 01st April and its already 4 weeks now, whom should I escalate for a refund ?

[TurboTaxVeronique]

@Kohjas85 As I explained previously, the Full service deal with their own refunds and it cannot be proceed with the online refund form.

But I have a good news, when you called, the agent sent the refund request to Full service department and they proceed with your refund. You should see it on your credit card statement within 2-3 weeks.

For the return with Assist & Review added, it was refunded.

Thank you for choosing TurboTax.

[Kohjas85]

Thanks. Appreciate you looking into this. Await the refund currently. Will post back once the refund is credited to my account