TurboTax botches payment of tax due

Dear Intuit,

I'm writing this post to express my dissatisfaction over your tax processing procedures.  I've used TurboTax for over 10 years.  This year has been especially frustrating.

I completed my state and local returns and e-filed bright and early on April 15th.  Unfortunately, I owed taxes, so I chose to pay them via credit card (at least I could get credit card rewards).  I transmitted my taxes and got the filing notifications.  My credit card company sent me notice of the tax payment and convenience fee.  Off I went to work that day.

Several hours later, the trouble began.  I received an e-mail and txt message that my returns were rejected due to my spouse's SSN being used to fraudulently file another return.  I checked online for similar problems, and expected to see some sort of authoritative message from Intuit on this topic (after all, I doubt I was the only taxpayer with this issue), but found none.  I ended up mailing a paper return with the IRS identity theft affidavit.  

Today, I checked, and the credit card transactions are no longer posted to my account.  I contacted Intuit, Link2Gov, and my credit card company.  Link2Gov and AMEX have told me that Intuit removed the transactions - that they were authorized but never posted.  Intuit phone support tells me nothing - they don't know why the transactions were never posted.  Nor did Intuit/TurboTax ever notify me about the electronic payment.

While I appreciate the step-by-step approach toward creating my taxes with TurboTax, the filing and payment process has been the opposite.  In my opinion, the product needs far more clarity and help for navigating filing and payment situations such as mine.


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