Robert Ranlett , 02/18/2022

Normally filing with Turbotax is an easy glitch free process but not this year. I had to enter my spouse’s driver license information three times before it was accepted. I felt I was in an endless loop and considered going to another tax software provider. Also the ads that appear at the end prior to filing are confusing this year. I don’t mind looking at them but they should be cleanly separated from the actual filing process. Otherwise your product was again outstanding and entering my various forms and tax data was easy with help available at every step which is why I hate to complain. I am a longtime user of turbotax, first via downloaded software and now the mobile app which I enjoy using. I know you will consider my feedback and I look forward to using TurboTax next year.

Thanks for your rapid response to my concerns. I only mentioned it because it was the first time I faced any type of glitch using turbotax. I will remember your suggestions for next year, see you then.

Hello Robert. We truly are grateful for your loyalty to our software and value your feedback. We did not want your experience with the TurboTax mobile app to be displeasing. We do understand your concern about glitching and information not being accepted. With the app, try to uninstall and reinstall to ensure you have the latest version. Also, you can continue to TurboTax.com in a browser, if this persists. Additionally, you can fill out an App Feedback form: https://bit.ly/37k3NBL We are glad that you were able to file with us and love our available assistance. If you are still having issues with the app, you can contact us on Facebook or Twitter. Thank you for being a part of the TurboTax Family! -Te'Anna

229Rachel , 02/20/2025

Developer response: please stop giving me responses when you have not actually read the context of my complaint. Nothing you’ve stated addresses the problem and the links also don’t speak to the issue I’m reporting. I know HOW to upload a document. The issue is that the app won’t let me access the location where my document is stored.

Developer response to the below review made my perception even worse. They didn’t read the actual complaint as their response didn’t address the actual issue stated. Disappointing. If you’re going to take the time to respond, please at least take a few minutes to actually read the issue. I understand how to upload a W2 on a computer. What I am complaining about is that I CANNOT upload my w2 via the app. This is a review for the app. The other features of the app are probably fine. Unfortunately I didn’t get anywhere because I couldn’t even upload my W2. It couldn’t import it automatically. No problem. I have it saved to my OneDrive account. When I try to upload, the only option is to upload from files on my phone. I am not saving all my tax docs to my phone. I tried asking for help and the chat bot just spit out what a W2 is. I know that. I need to know HOW to get it imported to turbo tax via the app. Will have to go back to sitting behind a computer to do taxes I guess. Very disappointing I couldn’t even get past step one.

Hi there, we appreciate you taking the time to share your experience. This is not the experience we strive for, and we truly understand how frustrating it must be when you're unable to upload your W-2 as expected.
Your feedback is valuable, and we’d love the opportunity to help resolve this issue for you.

Please reach out to us on our social media channels, Facebook, Instagram, or X (formerly known as Twitter) so we can take a closer look at your situation and explore the best possible solution for you.
We’re here to help and ensure you have the support you need! - Dylan

IrritatedElephant , 01/24/2025

I’ve used TurboTax every year for my taxes. Last year I got the live edition because I had some special situations involving my school expenses, work expenses, blah blah, and I wanted to speak to someone to find out if they were eligible expenses to claim. This year they have automatically upgraded me to the deluxe live edition (to the tune of $100) and are giving me NO option to not use it. I’ve contacted TurboTax support and was told “you just have to start over”. There’s no “start over” option on the app, and there’s no option to “start over” on the website. I log in to TurboTax and I’m instantly taken back into the banner for deluxe live edition where it tells me someone is available to do my taxes for me. I don’t need someone else to do my taxes for me, and I certainly do not need to be forced into paying $100 because I have no option to NOT do it. The real kicker to this whole thing, is last year when I used the live edition so I could speak to someone to clarify if I was able to claim almost $5,000 in transportation expenses as school related - the gentleman I spoke to couldn’t give me a straight answer. He was nice, sure, but he had 0 idea. After that I filed everything myself and had 0 other interaction with a “live agent”. I paid $100, or whatever it was, to be told “uh.. I’m really not sure…” so please tell me why I’m being forced into paying that money AGAIN, when the first time gave me 0 results anyways?

Hi there! We empathize with your situation and are saddened to learn that you are struggling to access support regarding your concerns. For further assistance, please feel free to reach out to our Social Support Team directly on Facebook. Instagram, or X (formerly known as Twitter). There, we can discuss this matter in more detail and provide you with the support you need. We hope to hear from you soon. Thanks for filing with TurboTax. - Chastity