Report: #1478001

Complaint Review: Intuit, Inc. - Mountain View California

  • Submitted:
  • Updated:
  • Reported By: Sam B. — Portland Oregon United States
  • Intuit, Inc. 2700 Coast Ave Mountain View, California United States

Intuit, Inc. TurboTax notified me they made a calculation error one month after I was paid $892 by the state. When I resubmitted per instructions, I owe $711. Mountain View California

*Author of original report: I'm glad I didn't listen to this guy...

*Consumer Comment: Calculation Error

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TurboTax notified me they made a calculation error one month after I was paid $892 by the state. When I resubmitted per instructions, I owe $711.  I filed my 2018 taxes on 1/16/19 using TurboTax FreeFile. My submission was accepted and the state direct deposited $892 (2018 refund) into my checking account on 2/20/19.

On 3/20/19, I received an email from TurboTax admitting a calculation error on their part (Oregon Schedule OR-A). They advised me to resubmit my 2018 state taxes. When I submitted the amended return, I then owed $711 that I no longer had since it had been 1 month since the state paid me.

I called TurboTax the same day (3/20/19) to get more information as to why the calculation error happened and more importantly, why I was notified so late. Please note that my boyfriend, Korbin Stein, filed his taxes with the TurboTax Free-file on 1/16/19 and received a TurboTax "calculation error" email on 1/31/19 (nearly 2 months prior to my miscalculation email was received).

The email advised him that TurboTax made a calculation error and that he would need to resubmit. He resubmitted before the state paid him, so his refund was corrected and he doesn't owe. Both of the error calculation emails we received both mention "Oregon Schedule OR-A", but are worded slightly different and are from 2 different email addresses (his was from IntuitElectronicFilingCenter@intuit.com; my email was from CustomerResponse@e.turbotax.intuit.com).

This confirms these emails were mailed out separately, and I still haven't gotten a reason as to why I wasn't notified within the same timeframe as Korbin Stein. I have these email copies to provide. I called TurboTax back on 4/10/19 and spoke to a Tier I representative (Tamilia) who agreed this was an unusual and a rare occurrence (she had never heard of this before) and that this issue deserved special treatment.

She transferred me to a Tier II, Dana (tax support) who advised I be transferred to the Escalations department. I was transferred and spoke with Walter. He reviewed my account remotely and could see the emails I am referring to as well as my 2018 tax filings. He agreed something needed to be done to rectify the multiple errors, promised to review my account further and to call me back by 4/11-4/12 at the latest.

He provided me with Case #449-535-961. He still has not called or emailed me back. I called the evening of 4/12 to follow up and spoke with Tamika. She transferred me to Escalations (Jamija) who submitted a request for one of the presidents to respond to me as there is no higher department I could speak to. She said I would very likely be able to receive the $711 I now owe to the state plus the 5% interest that has been accruing ever since 4/15/19.

She provided me an "OOP" reference number of 1162. She said the president ALWAYS responds within 24-48 hours via email or phone. If for some reason they didn't, she advised me to call back and ask for a supervisor. I still have not heard anything from a president. I called back on 4/17/19 and spoke to Jan who transferred me to escalations (Henry).

He assured me someone would respond back to me, but I have still not heard anything as of today (4/23/19). I have spent a cumulative of about 5-6 hours on the phone with TurboTax already, and I feel they are not holding up their blatant promises to back their product. Their customer service is seriously lacking and seems to be built around deflection in hopes that the customer will give up and leave them alone.

Not one of the representatives I have spoken to has been able to tell me why this calculation error occurred, why TurboTax sent notification so late (over 2 months after I filed) or any assurance that this type of issue wouldn't happen again. They fail to return calls and follow up when they promise to. TurboTax "100% guarantees" their calculations - it's stated all over their website.

How can customers trust TurboTax when they receive a tax refund? Are they expected to sit on their money until tax day passes? Filing early has completely backfired for me, and TurboTax is not being held accountable. After filing this complaint with the BBB, I miraculously received a call on 4/29/19 from someone named Sheryl from the president's office (not an actual president, as previously promised).

She thought I had already spoken to someone in the office named Ben (what internal communication!), but I assured her that no one had reached out to me via email or phone. She could neither confirm or deny that she was calling

1) because of this BBB complaint and

2) that this situation is a rare, unique circumstance (which should be regarded as such).

She tried to pass off the email incident as a fluke (went to spam), and I corrected her, saying that the 2 emails were from separate senders and my email was received right away in my inbox on 3/20/19. She clearly did not read all the facts or consider them before calling me.

You would think after a customer has spent hours on the phone explaining an issue over and over again, she would have the decency to READ any of TurboTax's internal notes and this BBB complaint. She thought it very unlikely TurboTax would be willing to fully reimburse me due to their policy of only reimbursing penalties or fees up to the first notice (what about your 100% calculation guarantee?).

All she could offer were her worthless apologies and was not able to provide any real resolution or answers to my questions. She said she would investigate further, but I seriously doubt any willing response back from TurboTax. What awful customer service. This company has no integrity whatsoever. I will be pursuing this legally.

This report was posted on Ripoff Report on 04/30/2019 01:16 PM and is a permanent record located here: https://www.ripoffreport.com/report/intuit/mountain-view-california-made-1478001. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#2 Author of original report

I'm glad I didn't listen to this guy...

AUTHOR: Sam - (United States)

POSTED: Tuesday, May 21, 2019

I did read the guarantee.  TurboTax notified me of their miscalculation in after an absurd amount of time (when they knew about it at the time of) which I thought were grounds for unique attention --- especially since they were not able to explain it. 

To your surprise, I received a call and response last Thursday 5/16 from an Intuit president named Ben.  They are indeed reimbursing me for the entire adjusted state taxes plus penalties and interest as they were not able to confirm I was notified properly after further investigation on their part. 

Never say never, Robert.  They're expediting the check to me so luckily I don't have to wait a long... long...time.  Everything is possible.  

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#1 Consumer Comment

Calculation Error

AUTHOR: Robert - (United States)

POSTED: Tuesday, April 30, 2019

Apparently you didn't really read their guarantee. Their guarantee specifically states that if you pay interest or a penalty because of a calculation error they will pay the penalty or interest for you. It does NOT state that they will pay the adjusted taxes.

Since you were notified BEFORE the tax was actually due, you had no penalties or Interest assessed at the time they notified you of the error. So on the basis of the guarantee there is no grounds that you can claim any type of reibursment, and if you tried that in court you would lose. It is also very likely that when you filed your taxes with them you agreed to terms that limited their liability to only the taxes and penalties up to the point of notification. So again, you have no grounds to claim any damages.

Now, is the error unfortunate..of course. Is it upsetting that you didn't get your notice until after you got the refund..of course. Is it the fault of Turbo Tax that you no longer have any of the refund...NO. Is Turbo Tax responsible for paying because you no longer have the funds..NO. Does the reason why it happend matter..NO.

It was a mistake on their part and unfortunatly it changed the amount of tax you owed. Not sure exactly what you are asking for, but they can't even refund your fees because you used their free edition. Hopefully you get some sort of resolution from them, but if you are expecting the full amount you may be waiting for that for a long...long...time.

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