Unable to get help and got tricked into buying more

Question

Hey everyone. I'm hopeful that someone off-script from Intuit or a community member with pull can help me out. I am subscribed to the Quickbooks Self-Employed Tax Bundle. It's supposed to come with TurboTax Online Federal filing plus 1 state for $30/month.

About a month ago, I asked how I'm supposed to get everything to TurboTax. Support said I need to use the Tax Checklist and it will import my Quickbooks data into TurboTax and will remove any charges for it. I said, I don't have the Tax Checklist. They said that's odd, but that I would have it soon. Fast forward a couple weeks and I got the Tax checklist. Did everything it said, imported it in, TurboTax Online showed my Schedule C stuff so clearly it imported. Have been doing my taxes the last week on and off.

Finally, today, I go to file my taxes, and it wants me to pay for both TurboTax and the State extra. I didn't go any further and contacted support again. After immediately dismissing me saying I don't have to product, I explained to them what I had. They dismissed me again. I asked to screen share - they could only see my TurboTax window, nothing else. I showed them my turbotax asking for payment and sent text copies of everything on screen since I cannot send pictures. They then said there's no proof I paid for anything. So I then say that they need to review my whole screen. They send a screen sharing client, and they connect. I have to literally show them the marketing web site for the product, the fact that I've been paying the subscription, and they still seemed dumbfounded that this was even a thing. So, they told me to go ahead and just pay for the TurboTax cost, then request a refund. I have the support chat log for this.

So I requested my refund through their link they sent me. They within an hour deny me sending me this:
We are unable to process the refund for TurboTax Online product Case #XXXXXX because our Satisfaction Guaranteed policy only covers TurboTax CD/Download products. TurboTax Online is designed not to charge the customer until after they choose to file, so it is not covered under the Satisfaction Guarantee.

Someone, please, help me figure out what I'm supposed to do. Their support won't help and seems to not have a clue about their own products. And now I've dished out over $200 on something that shouldn't have cost me anything beyond what I already pay them. Do I just at this point ask my discover card to block them, state it was theft, and report them to the BBB? Is there someone with another contact? I can't even plead my case to the denial of the refund.

Thanks in advance to any help.

AileneA · Answer

I'm all ears to hear you, Flick8234.

We understand the challenges you've been through to get this sorted out, and I know you already reach out to our customer support team. However, the Community platform has limited access to customer accounts due to security reasons. This means we cannot provide you with the level of assistance our support team can offer.

Our support team is equipped with the necessary tools and access levels to handle customer accounts and resolve any issues you may face. They have been trained to provide expert assistance to our customers and are available to help you resolve this issue efficiently and effectively. They can also offer guidance on further steps to resolve the issue.

So, don't hesitate to get in touch with our support team again for assistance. They will be able to provide you with the necessary help and guidance to resolve this issue and get back to your routine.

But before contacting our customer support team, let me explain how the TurboTax Satisfaction Guaranteed refund policy works. Please note that our 60-day money-back guarantee is applicable only if you purchase a TurboTax Desktop product directly from TurboTax or through one of our authorized retailers/resellers.

To contact our support again, here's how:

Go to Help (?) and select Contact Us.
Note: If you're using the QuickBooks Self-Employed app, tap the + button and select Ask QB Assistant.
Enter talk to a human, then tap Continue.
Choose which way you want to connect with us.
- Have us call you - Get a call from a support expert.
- Chat with us - Start a conversation with a support expert.

Just a heads up, the Tax Bundle is a subscription service that combines QuickBooks Self-Employed and TurboTax Self-Employed. This allows you to quickly transfer your Schedule C data to TurboTax to file your taxes.

In addition, if you subscribe to the bundle, you won't have to pay federal filing fees and one state return fee. For more information on the QuickBooks Self-Employed + TurboTax Bundle, please visit this article about the QuickBooks Tax Bundle and how to upgrade.

Managing taxes can be daunting, but QBSE makes it easier for you by calculating your taxes. To understand how QBSE calculates your taxes and what you need to do with a tax return, there are some helpful articles available that you can refer to. These articles cover tax deductions, estimated taxes, and filing taxes as a small business owner. You can find all of these articles below:

I'm here to assist you with any additional concerns you have regarding TurboTax in QBSE. Please don't hesitate to reach out. Have a great day ahead, and stay safe!

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