topic Re: Defective Licence code and denial of refund from TurboTax in Troubleshooting

Defective Licence code and denial of refund from TurboTax

fish43 — Fri, 17 Apr 2026 18:53:34 GMT

I purchased TT Home and business download from Costco in February. Includes 12 returns. I used the software in late March to fill out 3 returns for my family. I did not attempt to print or file the returns until this week as I wait for late tax slips. When I tried to file the returns the software said I no returns available and would I like to purchase more, of course not. Phoned customer support had a 20 minute chat with someone who clearly knew very little case #[phone number removed]0, and this call was mysteriously cut off. Phoned again case # [phone number removed]5 had a very good rep who spent over an hour on my case. Enabled screen sharing, agreed that my software licence was not showing no files used and none available (should be 12 available) . She had me uninstall the software, reinstall it from a download, same result, non available. After consulting supervisor she said she would send 2 links, one for me to purchase a replacement version with a new licence code and one to get a refund for my defective version. I purchased the new, and it worked. I submitted the refund case # [phone number removed] including the Costco receipt, which Turbo Tax has denied citing software more than 60 days old. Could not know my licence code was defective until I went to file. Turbo Tax sold me software with a defective licence code and refuses to refund for a product THAT DOES NOT WORK. I called customer service again re the refund and after 20 minutes most of it on hold was denied again. Would not connect me to a supervisor.

TurboTax I have paid $300 to buy your product twice this year. You sold me a defective product. You are not standing behind it. I am a 10+ year TurboTax customer and have had Quicken for over 20 years. Where is your decency? Have you no respect ? I am at wits end trying to resolve this.

Re: Defective Licence code and denial of refund from TurboTax

TurboTax_Susan — Fri, 17 Apr 2026 20:07:18 GMT

Unfortunately, here in community we don't have the ability to refund purchases from 3rd party retailers like Costco. However, I can request that someone call you regarding this issue. Would you prefer to be called in the morning, evening or no preference?

Re: Defective Licence code and denial of refund from TurboTax

fish43 — Fri, 17 Apr 2026 21:52:36 GMT

Thanks for responding.

I talked to a customer service rep at TT this morning, for 20 minutes, much of it waiting for a response from someone internally. The response was another denial of claim. I asked to speak to a supervisor which was denied. It was suggested I post on this forum, which I did not understand why, but have done so anyway.

When the TT rep who diagnosed my problem on Tuesday and told me to buy and download a new version and then apply for a refund, I said that’s pretty complicated and why didn’t they just issue me a new licence code instead. She said it doesn’t work that way, and I think she answered in good faith. I paid for and downloaded a new version, used the new licence code and everything worked fine .Then I requested the refund through the link provided ,and have been refused twice. I did what TT rep said to do and have now paid for TT twice. It’s irrelevant that the defective licence code was purchased more than 60 days ago, TT sold me defective software. Whether I bought from Costco or not is irrelevant, it’s TT product

Someone can call me, morning preferably. I would like to resolve this without animosity but TT is not thinking straight on this issue. Appreciate your assistance.

Re: Defective Licence code and denial of refund from TurboTax

TurboTax_Susan — Fri, 17 Apr 2026 22:09:17 GMT

@fish43

I've sent you a private message. You can access your private messages by clicking on the envelope icon in the top right of the page.

Re: Defective Licence code and denial of refund from TurboTax

fish43 — Fri, 17 Apr 2026 23:47:52 GMT

This issue has been resolved to my satisfaction, thank you to TurboTax Susan.