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.

[user17745808432]

Thanks for the patience you are showing. I'm missing Qferme and the 6 people I've spoken to are completely lost...all they are good at is asking to screen share. Let's not mention the 8hrs plus I've wasted of my time. This will be my last year using Intuit. Incompétence.

[user17745808432]

Please contact me also, I'm missing Qferme and the 6 reps I've spoken to are lost and wasting my time.