I used the online software for TurboTax to do my 2009 federal taxes. Their "gps" and their 'error checker' didn't find any problems with the information I submitted. I got a $2,327 refund. A year later the IRS audited me - said I had not reported my federal withholdings or new wage earnings (I got a different job during the year, I entered two W2's). I had paid for TurboTax's Accuracy Guarantee. TubroTax could not find my return on their servers but they insinuated that they calculated my taxes correctly. They offered to reimburse me $90. But the IRS wanted their $2,327 back, and rightly so. TurboTax had me refile my taxes. Now I owed $728 in federal taxes instead of the refund I erroneously received. The IRS kindly pointed out that I should have refiled on a specific form, one that TurboTax - the tax experts - failed to direct me to. Now I had to remit payment for $3,055.00. I requested from TurboTax a detailed explanation of their Accuracy Guarantee process on my file; how could they be certain they had calculated my return properly but they have lost the information on their servers in order to review the original return, ane entry information? I got no response after multiple attempts of reaching out to them. I filed a BBB complaint. TurboTax responded that they do not owe an individuals taxes. I would agree, except, when the software I paid a fee to use failed to correctly save/store my submitted information about my federal taxes and then failed to spot it during their automated 'error check' and I have suffered the consequence of their negligent product, I believe I am entitled to a reimbursement from them of the full amount I eventually paid to the IRS. I paid for a service, I failed to get a satisfactory product. TurboTax has falsely advertised their product and failed to stand behind their purpose. I am actively trying to get my money refunded from TurboTax based on their malfunctioning software. This is a reasonable request.
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