Technofyed

This should sum it up good...

Quote:Please wait while we find an agent to assist you...
All agents are currently busy. Please stand by.
You have been connected to 02_Dinesh Raj S.
02_Dinesh Raj S: Thank you for contacting Intuit, my name is Dinesh. Could you please give me a moment while I go through your question?
Matthew: hi
02_Dinesh Raj S: Matthew if I have understood you correctly you have been charged for the product which you are not using, am I correct?
Matthew: yes
Matthew: i did use turbotax, but I was under the assumption it was the free version which I used last year
Matthew: I was charged for deluxe edition
Matthew: also I was charged a $30 dollar fee when I e-filed
02_Dinesh Raj S: Matthew do you have a order number with you?
Matthew: let me check email
Matthew: ***************
Matthew: i just read this email too that I don't understand...
Matthew: "You are receiving this email because you used [WWWTran] to prepare and file your tax return and you requested MetaBank to process your income tax refund and pay your [WWWTran] user fees from your refund. MetaBank expects to receive your IRS refund on 02/19/2010. Please log on to our Internet site at https://cisc.sbbtral.com at that time to check on the status of your refund."
Matthew: Last year I was only charged for the state return. around $25 dollar I think
02_Dinesh Raj S: Matthew could you please help me with your zip code, I am having a problem in pulling up your records.
Matthew: *****
02_Dinesh Raj S: Mathew thank you for the information, I just checked with my resources and found that you have been charged for the online version of the turbo tax deluxe program and the state and I am very sorry to inform you that we are unable to provide the refund for the online version.
Matthew: oh really, why is that?
Matthew: because i didnt use it at all
Matthew: i had the extra options but they were all zero'ed out
Matthew: it had no benefit to my returns
Matthew: if we can't get this sorted out I will never use turbotax again
Matthew: i'll also make sure other people new user it
Matthew: never use it*
02_Dinesh Raj S: Matthew if you really haven't used the turbo tax product my technical support executive will help you with the refund for sure.
Matthew: again, I used turbotax, but the only the options available through the free version
Matthew: nothing for the deluxe was used
Matthew: i couldn't remove it
Matthew: your website is not user friendly at all
02_Dinesh Raj S: Shall I go ahead and transfer this chat session to our technical support executive so that he can help you with this issue.
Matthew: and what about that additional $30 dollar charge tacked on for e-file?
Matthew: yes
Matthew: please
02_Dinesh Raj S has left the session.
Please wait while we find an agent from the TT WOMR Online Chat department to assist you.
You have been connected to 04_Chris S.
04_Chris S: Thank you, Matthew, for contacting TurboTax Consumer Group, may I have a moment to read your question?
Matthew: yes
04_Chris S: Thank you for holding. I understand that you have a question about a charge?
04_Chris S: Do you have any order numbers or confirmation emails?
Matthew: can you see the chat history with dinesh, and I?
Matthew: she transferred the chat to you
Matthew: **************
Matthew: 02_Dinesh Raj S: Matthew if I have understood you correctly you have been charged for the product which you are not using, am I correct?
Matthew: yes
Matthew: i did use turbotax, but I was under the assumption it was the free version which I used last year
Matthew: I was charged for deluxe edition
Matthew: also I was charged a $30 dollar fee when I e-filed
04_Chris S: Do you have any order numbers?
Matthew: **************
Matthew: is that not an order number?
Matthew: that is the only number i received in email from turbotax
04_Chris S: Thanks. I will look it up.
Matthew: 02_Dinesh Raj S: Matthew if you really haven't used the turbo tax product my technical support executive will help you with the refund for sure.
Matthew: again, I used turbotax, but the only the options available through the free version
Matthew: nothing for the deluxe was used
Matthew: i couldn't remove it
Matthew: your website is not user friendly at all
04_Chris S: I'm not finding anything under that order number.
Matthew: she used my zip code
04_Chris S: Can you provide your zipcode so that I can search?
Matthew: *****
04_Chris S: Thanks.
04_Chris S: I can't refund this order, since our policy only lets us refund TurboTax online if there is a duplicate charge or if you were unable to file electronically.
Matthew: so you're saying turbotax intentionally sets their website up to charge additional fee's, and add on deluxe edition which you are not aware of until the very end after spending an hour or so filling out all the information
Matthew: and then just denies any responsibility
Matthew: I think my lawyer will have a good time with this one
Matthew: that's what you're saying, correct? there's no way to get my money back?
04_Chris S: Correct.
Matthew: if there is someone higher than you I suggest you get them involved, or this IS going to my lawyer, and will be on the news
04_Chris S: I will contact our escalation team.
04_Chris S: Please wait.
Matthew: I can only imagine the amount of people who had the same issue
Matthew: ...
04_Chris S: I'm waiting to hear from them right now.
Matthew: Thanks.
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Did they cut you off before you got to talk to someone higher up?

Yes, they sure did... Next round with them I didn't even make it to the "escalation team". Basically they said it's all my fault, and sent me on my way.

I guess they think you're not going to use their services again anyhow, so why bother? Are you planning on following through with your threats you made in that chat?

Financially that wouldn't be worth the lawyer's fee(s).

Quote:I guess they think you're not going to use their services again anyhow, so why bother?

Wrong, they really don't give a damn... Just extra profit for the company, and they know nothing will be done... As towns said, the lawyer's fee wouldn't be worth getting one involved, and the chances of it making any major news is slim to none. Sorry, but are you trying to defend them Robert? If that's the case I don't know what to say...

AT&T offered me the same amount of customer service.

Transfer, explanation
Transfer, explanation
Transfer, explanation
Transfer, exploitative deleted & I hung up & canceled my service.

What would make a difference would be if you found a few hundred others who had experienced the same thing (or something very similar) and created a collective lawsuit.

I have no doubt too that this has happened to many other people. In my opinion their website is intentionally designed to draw people into the payed version of their software without knowledge. They can blame it on us customers saying you were shown the additional charges at the end of the e-file process. However, I was under the assumption after following that step the additional charges would be zeroed out...

I wouldn't use software that does my taxes with any company that obviously outsources their support staff.

(02-11-2010 03:06 AM)GT4AWD Wrote: [ -> ]

Quote:I guess they think you're not going to use their services again anyhow, so why bother?

Wrong, they really don't give a damn... Just extra profit for the company, and they know nothing will be done... As towns said, the lawyer's fee wouldn't be worth getting one involved, and the chances of it making any major news is slim to none. Sorry, but are you trying to defend them Robert? If that's the case I don't know what to say...

I was saying that they figure they're not going to get any more money out of you, so they would say why bother with you.

And no2pencil - I wouldn't either. They should at least try to hide the fact that they're outsourced.

Quote:They should at least try to hide the fact that they're outsourced.

Why? They clearly don't care about their customers, so why even attempt to hide that fact...

My submission to consumeraffairs.com;

Quote:Company Name:
Turbotax

Company Contact:

Company Address:

Country:
United States

Company Phone

Incident
I used Turbotax free edition last year without any problems. This year Turbotax charged me nearly $100 dollars to do a basic w2 return for one company. I was under the assumption it was the free version that I used last year. Their website is intentionally setup to draw you into the payed version without your knowledge. I contacted Turbotax twice now only to be turned away in a very rude manner. They basically said it\'s all my fault, and there is nothing they can do. They wouldn\'t even try to work with me. Their customer service is simply terrible, and they consider everything to be the customers fault. If I had the funds I would be hiring a lawyer to file a lawsuit against their company. They can say I was shown the charges, and accepted them. However, I was assuming the charges would be zeroed out upon completing the e-file process. I really recommend people to stay away from Turbotax, or at the least be very careful when you file your returns through their website. I know this happened to many other people. I even read a few complaints on the exact same issue before writing my own complaint.

Damage Resulting
Other than the Turbotax customer support making me feel terrible I lost $100 dollars off my returns...

Have Lawyer Contact Me
Y