PLEASE IMPROVE PREP ASSISTANTS QUALITY and PROVIDE A WAY TO ESCALATE

[Harivijay]

I am currently in Seoul and attempting to file my CANADA TAX RETURNS for 2024 through TurboTax Live Full Service Premier. I have been doing through Turbo tax for last two years. THIS YEAR IT WAS MOST DEPRESSING EXPERIENCE.

Had a call with Prep Assistant on 21 Feb at 7AM KST –

• He mentioned cannot access CRA. Submitted Notice of Assessment from CRA. And signed the authorization document again. It took 30 mins for him to sort out this.
• Since I had another work call. I dropped the call asking him to schedule call with tax expert. He asked me to schedule the call myself through App.
• I got the next scheduled the call for 22 Feb at  7 AM KST

Received call from Prep Assistant on 22 Feb 7 AM KST.

• She says that I have closed/revoked my account
• My app is showing my docs and I am able to see that I have scheduled call with prep assistant.
• She asked me to be on hold. After 30 mins, she say I will call back.
• At around 7:45, she calls and says ‘ we cannot access your account, as I (customer) revoked it’.
• I cant see any such thing on my mobile.
• I can see the status of my account with al documents, returns status as in progress and schedule call is the next step.
• The customer care rep didn’t ask to screen share and check what I am trying to convey. I had to prompt her. But she is not interested.

• When I told that  don’t see an reason, why it is revoked. Or why customer will revoke, when the returns are not filed. She says I can initiate refund.
• After 1 hours on call/wait, I had to ask her to get line manager to handle the issue. Which she didn’t and says the manager can be connected only on 25 Feb Tuesday. That is after 3 days. This is the urgency  Turbo Tax gives to customers during Tax filing period.
• I STILL DON’T UNDERSTAND AND I DON’T SEE ANYTHING ON THE APP WHAT THE REPRESENTATIVE IS SAYING. AND THERE IS NO EFFORT TO HELP INSTEAD OF SAYING I CANT ACCESS AT MY END.
• After that I googled to access help line which took me to US tax team , who took one hour to realise that I am asking for TAX Returns from Canada.

MOST DEPRESSING FEELING WITH WASTING 4 HOURS. I WOULD HAVE DONE MY RETURNS IN THIS TIME.

[TurboTaxVeronique]

We apologize for the inconvenience and will do our best to assist you.

Full service is a product offered and available for Canadian tax returns only. Our experts are trained with Canadian tax rules. If by December 31, 2024 you were no longer in Canada, you cannot use this product. 

We value your opinion and our customers, and we have shared this information with the proper TurboTax team.

Thank you for choosing TurboTax.