We have been using Turbo Tax online to file our taxes electronically for several years. We filed for 2010 and had a sizeable refund coming for both federal and state. We asked for direct-deposit to our same bank as we had in previous years. After a couple of months, the refunds had not arrived so we checked with the IRS. They said the funds had been electronically refunded weeks earlier. We then checked our tax return printout and were alarmed to see that the bank information was not correct. We eventually found out that the routing number was for JP Morgan/Chase Bank (even though we bank with B of A) and that the account number portion was an invalid account. This was months ago, and after countless hours on the phone with the IRS, the California Franchise Tax Board, JP Morgan-Chase, and Turbo Tax, we feel like we are no where nearer to getting things resolved. So Turbo Tax was absolutely no help. They said they sometimes scramble the bank account numbers between years (normally all of our profile info is retained year-to-year) "for our security", and basically said it is not their problem and that we need to take it up with the IRS. The IRS apparently has no way after the fact retrieve any detailed information about which account number funds were transferred to. They cannot even tell us whether the transfer bounced back or went through. And JP Morgan Chase understandable is confused as to their involvement since we do not even bank with them. But they have verified that the account number is not nor ever would have been a valid account number, so that the transfer should never have gone through. But that info apparently is not enough for the IRS to send us a new check, since they cannot verify for themselves that the funds never went out. We are starting to wonder what it will take to get our refund.

TURBO TAX recently gave me the run around and told me to buzz off. It was very disappointing. I had herd some good remarks about the TURBO TAX and decided to give them a try when my bank had a link to there page. I saw the words free and jumped. I was soon adding this fee and that for an upgraded service. No problem. If it works, right?

I get through the program and I have been green lighted by each section to move on to the next as they showed no error or cause for concern. When I hit "FILE ELECTRONICALLY" the online program quickly told me it could not file because of 5 or so errors never previously reviled even though the program said otherwise. My money had already been removed from my account. I looked around for a contact number and tried all of the other proper channels to try and correct my errors to know avail.

The number. I call and I get an automated system but the website says that there will be a live operator and to copy a number down referencing my case. I call again 6 more times thinking I called the wrong line. Every time I reached and automated service never mentioned before and was very very confused.

I called my bank that I got the link from knowing that they had my back. They understood my issue and called the number I gave them from the TURBO TAX site. They miraculously go through to TURBO TAX. I was very unhappy. I have been wasting my time with this company TURBO TAX, I thought. I spoke with the REP from TURBO TAX and he said if we did the right things, he as an expert would be able to remedy the situation and if not I could get a refund. We tried this and we tried that and nothing worked. He had very little background or knowledge of this site or TURBO TAX in general. I had to leave for a dinner engagement so I told him to please just refund my money and this was obviously not working out. He refused saying that he wasn't allowed to refund the money do to his limited time researching the problem. He was just covering for his own and TURBO TAX incompetence. I ask to be transferred to his superior and he was very matter of fact at that point, making sure to tell me that because my needing to wrap it up after a lengthy search there would be no money coming my way.

The Superior. TURBO TAX is out for one thing and that is TURBO TAX. She told me I was lying when I said that the previous "expert" told me I would receive money back. She didn't know he mentioned a credit in his email to me and swore up and down that she was sitting right next to him and he never said anything about money back.

All I wanted was my money which was promised me by the so called tech expert. I have been duped and my bank representative even said as she was dialing the number to TURBO TAX that she had had an experience that left a bad taste in her mouth with them as well.


I hope you all never use TURBO TAX.

Take Care.
Richard

p.s. below is the email from said tech expert explaining how I would not get money back after his incompetence


"Dear Richard Caporiccio,
Thank you for contacting TurboTax Help and Support. You called requesting assistance regarding the following issue:

Due to the customer not staying in front of his computer he wants a refund for the product because it wont work for him i told him that i will not give him a credit unless i have time to fix the errors for him and he was pushing me off the phone because he had to leave and since he left his computer i wont nor anyone give him the credit

These are the actions we took to assist you in resolving your issue:
Due to the customer not staying in front of his computer he wants a refund for the product because it wont work for him i told him that i will not give him a credit unless i have time to fix the errors for him and he was pushing me off the phone because he had to leave and since he left his computer i wont nor anyone give him the credit thank you for calling Turbo Tax and have a great day

You may receive a survey from us through e-mail in approximately 24 hours asking you about my performance on today's contact, as well as comments you may have in regards to the TurboTax product. So we can continue with our promise to provide our customers with the best support available, please take a few minutes to complete the survey.
Thank you,
TurboTax Customer Service
http://www.turbotax.com/support."