TurboTax Full Service – Serious Errors, No Response, and Unacceptable Service Quality

[Ay171171025]

Hello,

I am writing to formally raise a concern regarding my recent experience with TurboTax Full Service.

I paid for the highest-tier service expecting professional-level tax preparation and timely support. Unfortunately, my experience has been the exact opposite.

Multiple Technical Errors in Tax Calculation

I have my investment account in the U.S, but I live in Canada and file returns in Canada. After reviewing my documents (specifically my 1099 forms), I identified several critical issues in how my income was calculated:

• Subcategories (such as Box 2e and Box 5) were double-counted on top of Box 1a, even though they are already included in total ordinary dividends.
• Nondividend distributions (Box 3), which are generally returns of capital, were incorrectly treated as current taxable income.
• Profit/loss on closed contracts (Box 😎 appears to have been added again on top of net short-term and long-term gains, resulting in likely double-counting.

These are not minor issues — they materially impact tax liability and could have resulted in overpaying thousands in taxes if I had not manually reviewed everything.

Lack of Responsiveness
In addition to the calculation issues, the assigned tax expert has not responded within the promised 48-hour timeframe, despite multiple follow-ups. And instead, it has already been almost 3 weeks since I started this tax return with Turbotax Live Expert Service. Most of the tax experts in the marketplace should be able to finish at least tens of tax reports in 3 weeks, while I have to wait 3 weeks to actually get a single report done. 

This is especially concerning given that:

• The service is marketed as premium, expert-level support
  Timely communication is essential during tax filing

Misalignment Between Marketing and Actual Service

TurboTax markets this service as “expert” assistance, but in practice:

The level of technical understanding appears insufficient for handling even 1099 forms
There is no reliable communication or accountability

Request for Resolution
Given the above, I would like to request:

A full review of my return by a qualified tax specialist
Clarification on how these calculation errors occurred
Consideration for a full refund or service credit, as the delivered service does not match what was advertised

[TurboTax_Susan]

I've requested that someone from the Full Service team give you a call to discuss these issues.