Hello, I would like to file a complaint. I tried to use Turbotax standard and was charged for TurboTax Deluxe Online 2023 and TurboTax Premium Bundle Primary 2023.

[nicsakuramiller]

These products cost $91.53. I spoke with a customer service rep for 40 minutes, they told me if you add donations now, you are charged for this bundle. They tried to remove the donation but it didn't work. I was told that they would escalate this and open an investigation but then I couldn't file my taxes for 10-15 days. I would appreciate someone sorting this out. ASAP.

[TurboTaxSusan]

TurboTax Standard Online was discontinued a few years ago and replaced with TurboTax Deluxe Online. 

The TurboTax Premium Bundle includes Audit Defence, Priority Customer Care and ID Protection. This is an upgrade that you would have had to have added to your return. 

[nicsakuramiller]

Okay. Well the customer service staff gave me incorrect information. I asked if he could remove it, and he said no, because I had made a donation. I had not filed my taxes at this point. Would someone be able to help with this? Thank you.

[TurboTaxSusan]

Unfortunately, once you have upgraded or added features to your TurboTax return, there is no way to downgrade or remove the extra features. You would need to create a new return to go back to the original product. 

To start a new return, select “Start a New Return” from under “My Returns” in the top left corner. Once you have started your new return, you can select “View All Returns” from under “My Accounts & Returns”. Then delete the unwanted return by clicking the small Trash Can next to it or “Delete” under the return’s name.

[Alex156]

Be aware

the 8 free returns is a scam!!!!

I am asking to extra for my daughter with no logical reason.

if that happens to you fight and disput it. 

[TurboTaxBrenda]

When you have an issue with TurboTax, please let us know so that we can help. If you purchased TurboTax Online 8 returns from a retailer, then you would be able to complete 8 returns for that one price. However, if you purchased directly from TurboTax, you pay per return. 

If you did purchase TurboTax from a retailer, 8 returns, and it isn't working, please let us know so that we can assist.

Thank you for choosing TurboTax.

[Murray Dennis]

I accidentally hit the upgrade button as I was finalizing my return. When I called customer service they said if you do this there is no way to cancel it, short of doing your return over. So short of doing this I appear to be on the hook for $ 200.  (Two returns @$100.00 ea). My returns do not need your review as I am in my seventies and have only a basic return. This is a lot of money to me and my wife. This appears to be a built in rip-off to me. I have used Turbo-Tax for decades. I am stressed out at having to do my return again because you are trying to defraud people. I will never use your service again. I am involved with many seniors organizations  in Calgary and will make sure I spread the word about your seedy practices. Hopefully,  you will lose a few hundred more customers as you deserve to have no customers. 

[TurboTaxVeronique]

@Murray Dennis We are sorry to hear you are dissatisfied with your product support experience.

It is true that as soon as an upgrade is done, we cannot undo it but we have alternative solutions that can be provided to our customers after some verification and we apologize that was not part of the solution propose to you.

• Can you please tell us what was the product the system were asking you to pay? and do you have an order number (if you paid)?
• Which t-slips you and your wife have in the return?
• Do you have any t-slips investments? Rental income? or Self-employed income?

Thank you for choosing TurboTax.