{"id":"intuit-turbotax","page":"https://escalate.alexgaoth.com/#/c/intuit-turbotax","html":"https://escalate.alexgaoth.com/c/intuit-turbotax/","generated":"2026-10-15","company":{"id":"intuit-turbotax","name":"TurboTax","aliases":["turbotax","turbo tax","intuit turbotax","turbotax online","turbotax desktop","turbotax advantage","turbotax live"],"sector":"subscription","parent":"Intuit Inc.","website":"https://turbotax.intuit.com","account_url":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax","official_domains":["intuit.com"],"security":{"known_scams":[{"kind":"policy","claim":"TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send phony emails that impersonate tax preparers or the IRS and \"often pretend to be IRS agents.\" The article also warns about \"ghost\" tax preparers who charge fees based on a percentage of the refund.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax says to contact the IRS Identity Protection Specialized Unit at 1-800-908-4490 if you think you are a victim of tax identity theft.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to come from TurboTax to Intuit","value":"security@intuit.com","purposes":["fraud"],"notes":"An older Intuit community thread names spoof@intuit.com; the current TurboTax article (updated August 31, 2026) names security@intuit.com.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"id":"irs-phishing-email","type":"email","label":"IRS address for suspicious emails that claim to be from the IRS (named by TurboTax)","value":"phishing@irs.gov","purposes":["fraud"],"source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}]},"regulators":["ftc"],"notes":"TurboTax Online is free to use until you pay, print or e-file; paying, printing or e-filing counts as acceptance and waives the satisfaction refund. The FTC's January 2024 order on \"free\" advertising was vacated by the Fifth Circuit on March 20, 2026 and remanded to the FTC. The 2022 multistate attorneys general settlement ($141 million) paid restitution automatically to eligible 2016-2018 filers. The Intuit Terms of Service require binding arbitration or small claims court and a class waiver.","channels":[{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"},{"id":"contact-page","type":"web_form","label":"TurboTax Support contact page","value":"https://ttlc.intuit.com/turbotax-support/en-us/contact","purposes":["refund_request","billing_error","cancel_service"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US","last_verified":"2026-10-13"},{"id":"refund-request-form","type":"portal","label":"Intuit Refund Request form (Intuit Account > Products & billing > Request or track a refund)","value":"https://accounts.intuit.com/app/oirr","purposes":["refund_request"],"access":"login","notes":"For TurboTax Desktop (60-day money-back guarantee) and TurboTax Advantage renewals. TurboTax Online fees are non-refundable after payment. Guarantee claims are not processed through this form.","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"products-billing","type":"portal","label":"Intuit Account, Products & billing (TurboTax)","value":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax","purposes":["refund_request","billing_error"],"access":"login","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"advantage-cancel","type":"portal","label":"Cancel TurboTax Advantage (sign in, then Cancel Membership)","value":"https://accounts-tax.intuit.com/app/sign-in?app_group=TurboTax&asset_alias=Intuit.cg.turbotaxadvantage&redirect_uri=https%3A%2F%2Fshop.app.intuit.com%2Funified%2Fdownloads%3Froute%3Dmyaccounts%26cgcview%3Dtta","purposes":["cancel_service"],"access":"login","source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"},{"id":"audit-support-phone","type":"phone","label":"Audit Support Guarantee claims (TurboTax Online Terms, section B 5.3)","value":"+1-800-624-9066","notes":"Claims need proof of payment and a copy of the audit letter, within 60 days of receiving the letter.","source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Refund for TurboTax bought through the Apple App Store (Apple)","value":"https://support.apple.com/en-us/118223","purposes":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"google-play-refund","type":"web_form","label":"Refund for TurboTax bought through Google Play (Google)","value":"https://support.google.com/googleplay/answer/2479637?hl=en","purposes":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"support-phone"},{"rung":"written_complaint"},{"rung":"payment_dispute","note":"Card dispute for charges after a cancellation."},{"rung":"regulator","regulator":"ftc"},{"rung":"state_agency","agency_kind":"attorney_general"}],"playbooks":[{"issue":"refund_request","summary":"Cut TurboTax Online fees before you pay, because payment makes them non-refundable. Desktop software has a 60-day money-back guarantee through the Intuit Refund Request form. App store purchases are refunded by Apple or Google.","evidence":["order number or license code","dated receipt","fee breakdown email","date of payment","date filed or not filed"],"steps":[{"do":"Before you pay, remove add-ons you do not need (PLUS Help & Support, Pay With Your Refund, Premium Services, MAX, a state return, Fast Deposit) or downgrade to a lower TurboTax Online product.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US"},{"do":"If you have not paid, registered, or chosen to deduct the TurboTax fee from your refund, use Clear & Start Over (Tax Tools > Tools > Clear & Start Over) to remove all fees.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US"},{"do":"For TurboTax Desktop bought from Intuit or an authorized retailer, request a refund within 60 days in the Intuit Account (Products & billing > Request or track a refund).","channel":"refund-request-form"},{"do":"If you bought through the Apple App Store or Google Play, request the refund from that store.","channel":"apple-refund"},{"do":"For a guarantee claim (100% Accurate Calculations, Maximum Refund, Audit Support), follow the claim process in the TurboTax Online Terms of Service; the refund request form does not process guarantee claims.","channel":"audit-support-phone"},{"do":"If you paid but believe an exception applies, call TurboTax support and describe it as a billing issue.","channel":"support-phone"}],"facts":[{"kind":"policy","claim":"TurboTax Online (bought from Intuit): \"Submitting payment reflects your satisfaction with TurboTax Online preparation of your taxes, and is non-refundable.\"","issues":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax Online can be used \"without charge up to the point you decide to print or electronically file,\" at which time \"you will be required to pay and waive the right for a refund.\"","issues":["refund_request"],"source":"https://turbotax.intuit.com/corp/guarantees/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"TurboTax Desktop 60-Day Money Back Guarantee: if not completely satisfied, \"go to refundrequest.intuit.com within 60 days\"; you must return the product \"using your license code or order number and dated receipt.\" Desktop add-on products and services are non-refundable.","issues":["refund_request"],"source":"https://turbotax.intuit.com/corp/guarantees/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Clear & Start Over is available only \"as long as you haven't submitted payment, deducted the TurboTax fee from your refund, or registered your product.\" After that you must edit the return manually.","issues":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Maximum Refund Guarantee claims (Online Terms, section B 5.2) are due within 60 days of receiving the larger refund or paying the smaller tax, and no later than seven years after filing; they are sent by tracked mail. Free Edition users receive $30 instead of a purchase-price refund.","issues":["refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"100% Accurate Calculations Guarantee (Online Terms, section B 5.1) requires notice to Intuit no later than 30 days after the penalty or interest is assessed, and within seven years after filing.","issues":["refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}]},{"issue":"cancel_service","summary":"TurboTax subscriptions (such as TurboTax Advantage) renew automatically; cancel in the Intuit Account. Cancellation takes effect after the current period and earns no refund, except the Desktop 60-day refund after an Advantage renewal.","evidence":["Intuit Account email","renewal charge date and amount","cancellation confirmation"],"steps":[{"do":"Sign in to the Intuit Account and select Cancel Membership to cancel TurboTax Advantage.","channel":"advantage-cancel"},{"do":"If you missed the Advantage cancellation deadline, wait for the software download, submit a refund request within 60 days of receiving the product, then cancel the membership.","channel":"refund-request-form"},{"do":"For other subscriptions, follow that service's cancel instructions (for example Account & Settings for Expert 365 Business). Deleting the mobile app does not cancel a subscription."}],"facts":[{"kind":"policy","claim":"Intuit Terms (Section A): \"Your payment to Intuit will automatically renew at the end of the applicable subscription period.\" \"Subscription cancellations will take effect the day after the last day of the current subscription period.\" \"We do not provide refunds or credits for any cancellations or partial subscription period.\"","issues":["cancel_service","refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If you miss the TurboTax Advantage auto-renewal cancellation deadline, submit a refund request \"within 60 days of receiving your product,\" then cancel the membership.","issues":["cancel_service","refund_request"],"source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"}]},{"issue":"unauthorized_charge","summary":"An unexpected TurboTax bank debit is often the Pay With My Refund backup debit. Check the fee emails first; pay early or ask for a one-time 21-day deferral before the debit date.","evidence":["bank statement with the debit","TurboTax order number","ZIP code on the return","fee notification emails"],"steps":[{"do":"Check whether you chose Pay With My Refund. Intuit may debit your bank account if your tax refund does not cover the fees, or if the IRS still holds the refund 36 days after the original estimated refund date."},{"do":"To avoid the auto-debit, pay through the \"pay online\" link in the email notification (order number and ZIP code) by 12:00 PM PT on the Thursday before the scheduled debit date."},{"do":"To ask for a one-time 21-day deferral, use the \"payment options\" link in the email or call TurboTax.","channel":"support-phone"},{"do":"If you never used TurboTax or did not authorize the charge, report it to your card issuer or bank and ask TurboTax to reverse it."}],"facts":[{"kind":"policy","claim":"With Pay With My Refund, you authorize a debit \"in the event that you do not receive a tax refund that is sufficient to pay for them,\" and also if \"the IRS is still holding your refund 36 days after your original estimated refund date.\" A one-time deferral of 21 days from the original debit date may be available at 1 (800) 446-8848.","issues":["unauthorized_charge","billing_error"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/bank-account-auto-debited-turbotax-fees/L3rDdVynu_US_en_US","last_verified":"2026-10-13"}]},{"issue":"bill_increase","summary":"TurboTax Online prices can rise as the filing deadline approaches, and you pay the published price at the time you pay. Recurring subscription prices change with notice, and you can cancel before the change.","evidence":["screenshot of the price shown when you started","fee breakdown email","price change notice"],"steps":[{"do":"Check the fee breakdown before you pay, and remove add-ons or downgrade if the total is higher than expected.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US"},{"do":"For a subscription price change you do not accept, cancel before the new price takes effect.","channel":"advantage-cancel"}],"facts":[{"kind":"policy","claim":"\"Intuit may increase the price of any paid version of the Services as the respective tax filing deadline approaches\" (section B 3.1), and \"The price for your use ... is the published price at the time you pay\" (section B 3.2).","issues":["bill_increase"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Intuit may change the price for recurring subscription fees from time to time with notice to you.\" \"If you do not agree with the price change, you may unsubscribe prior to the price change going into effect\" (Section A).","issues":["bill_increase","cancel_service"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}]}],"facts":[{"kind":"process","claim":"FTC v. Intuit (FTC Docket No. 9408): on January 22, 2024 the Commission (3-0) found that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax products and issued a Final Order barring \"free\" claims unless the product is free for all or the qualifying share of consumers is disclosed. The press release describes no money for consumers.","source":"https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices","last_verified":"2026-10-13"},{"kind":"process","claim":"On March 20, 2026 the U.S. Court of Appeals for the Fifth Circuit (No. 24-60040) held that adjudicating the deceptive advertising claim before an administrative law judge violated the separation of powers: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" No later ruling was found on 2026-10-13; the FTC case page shows \"Closed\" and was last updated June 14, 2024.","source":"https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On May 4, 2022 a coalition of 51 attorneys general announced a $141 million settlement with Intuit. Restitution was for people who filed with TurboTax in 2016 through 2018 after starting in TurboTax Free Edition and being told to pay, although they were eligible for the IRS Free File version. No claim was needed; eligible people were to receive a notice and a payment automatically, expected to be about $30.","issues":["refund_request"],"source":"https://ncdoj.gov/?p=359056","last_verified":"2026-10-13"},{"kind":"policy","claim":"The 2022 multistate settlement bars Intuit from misleading taxpayers about needing to upgrade, requires clear and conspicuous disclosure of free-product limits, disclosure at the earliest possible point that a user will not qualify, and bars making users re-enter data when they return to a free product. California's share was $11.4 million for about 370,000 Californians.","source":"https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive","last_verified":"2026-10-13"}],"tips":[{"kind":"official","text":"Do not open links in a suspicious email that claims to be from TurboTax. Forward it to security@intuit.com, and forward fake IRS emails to phishing@irs.gov.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"community","text":"A TurboTax Community helper advises using the key words \"billing issues\" (not \"refund\") when contacting support about TurboTax fees, so you are not routed to tax-refund help. Several posters report being refused refunds for Online fees after payment.","issues":["refund_request"],"source":"https://ttlc.intuit.com/community/taxes/discussion/does-anyone-know-how-to-request-a-refund-for-turbotax-deluxe-online-not-the-download-or-cd-i-already/00/1381064","last_verified":"2026-10-13"}],"known_blockers":["The Intuit Refund Request form and Products & billing page need sign-in to the Intuit Account.","TurboTax Online fees are non-refundable once paid; Clear & Start Over does not work after payment, registration, or choosing to deduct fees from the refund.","The TurboTax contact page lists a phone number but no hours.","intuit.com legal pages rate-limited automated fetches (HTTP 429) during verification; the Terms text was read on a later attempt."]},"playbooks":{"refund_request":{"company":{"id":"intuit-turbotax","name":"TurboTax","sector":"subscription","website":"https://turbotax.intuit.com","account_url":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Cut TurboTax Online fees before you pay, because payment makes them non-refundable. Desktop software has a 60-day money-back guarantee through the Intuit Refund Request form. App store purchases are refunded by Apple or Google.","evidence":["order number or license code","dated receipt","fee breakdown email","date of payment","date filed or not filed"],"steps":[{"do":"Before you pay, remove add-ons you do not need (PLUS Help & Support, Pay With Your Refund, Premium Services, MAX, a state return, Fast Deposit) or downgrade to a lower TurboTax Online product.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US"},{"do":"If you have not paid, registered, or chosen to deduct the TurboTax fee from your refund, use Clear & Start Over (Tax Tools > Tools > Clear & Start Over) to remove all fees.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US"},{"do":"For TurboTax Desktop bought from Intuit or an authorized retailer, request a refund within 60 days in the Intuit Account (Products & billing > Request or track a refund).","channel":{"id":"refund-request-form","type":"portal","label":"Intuit Refund Request form (Intuit Account > Products & billing > Request or track a refund)","value":"https://accounts.intuit.com/app/oirr","purposes":["refund_request"],"access":"login","notes":"For TurboTax Desktop (60-day money-back guarantee) and TurboTax Advantage renewals. TurboTax Online fees are non-refundable after payment. Guarantee claims are not processed through this form.","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"}},{"do":"If you bought through the Apple App Store or Google Play, request the refund from that store.","channel":{"id":"apple-refund","type":"web_form","label":"Refund for TurboTax bought through the Apple App Store (Apple)","value":"https://support.apple.com/en-us/118223","purposes":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"}},{"do":"For a guarantee claim (100% Accurate Calculations, Maximum Refund, Audit Support), follow the claim process in the TurboTax Online Terms of Service; the refund request form does not process guarantee claims.","channel":{"id":"audit-support-phone","type":"phone","label":"Audit Support Guarantee claims (TurboTax Online Terms, section B 5.3)","value":"+1-800-624-9066","notes":"Claims need proof of payment and a copy of the audit letter, within 60 days of receiving the letter.","source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}},{"do":"If you paid but believe an exception applies, call TurboTax support and describe it as a billing issue.","channel":{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"}}],"channels":[{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"},{"id":"contact-page","type":"web_form","label":"TurboTax Support contact page","value":"https://ttlc.intuit.com/turbotax-support/en-us/contact","purposes":["refund_request","billing_error","cancel_service"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US","last_verified":"2026-10-13"},{"id":"refund-request-form","type":"portal","label":"Intuit Refund Request form (Intuit Account > Products & billing > Request or track a refund)","value":"https://accounts.intuit.com/app/oirr","purposes":["refund_request"],"access":"login","notes":"For TurboTax Desktop (60-day money-back guarantee) and TurboTax Advantage renewals. TurboTax Online fees are non-refundable after payment. Guarantee claims are not processed through this form.","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"products-billing","type":"portal","label":"Intuit Account, Products & billing (TurboTax)","value":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax","purposes":["refund_request","billing_error"],"access":"login","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"audit-support-phone","type":"phone","label":"Audit Support Guarantee claims (TurboTax Online Terms, section B 5.3)","value":"+1-800-624-9066","notes":"Claims need proof of payment and a copy of the audit letter, within 60 days of receiving the letter.","source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"id":"apple-refund","type":"web_form","label":"Refund for TurboTax bought through the Apple App Store (Apple)","value":"https://support.apple.com/en-us/118223","purposes":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"id":"google-play-refund","type":"web_form","label":"Refund for TurboTax bought through Google Play (Google)","value":"https://support.google.com/googleplay/answer/2479637?hl=en","purposes":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"TurboTax Online (bought from Intuit): \"Submitting payment reflects your satisfaction with TurboTax Online preparation of your taxes, and is non-refundable.\"","issues":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax Online can be used \"without charge up to the point you decide to print or electronically file,\" at which time \"you will be required to pay and waive the right for a refund.\"","issues":["refund_request"],"source":"https://turbotax.intuit.com/corp/guarantees/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"TurboTax Desktop 60-Day Money Back Guarantee: if not completely satisfied, \"go to refundrequest.intuit.com within 60 days\"; you must return the product \"using your license code or order number and dated receipt.\" Desktop add-on products and services are non-refundable.","issues":["refund_request"],"source":"https://turbotax.intuit.com/corp/guarantees/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Clear & Start Over is available only \"as long as you haven't submitted payment, deducted the TurboTax fee from your refund, or registered your product.\" After that you must edit the return manually.","issues":["refund_request"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Maximum Refund Guarantee claims (Online Terms, section B 5.2) are due within 60 days of receiving the larger refund or paying the smaller tax, and no later than seven years after filing; they are sent by tracked mail. Free Edition users receive $30 instead of a purchase-price refund.","issues":["refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"100% Accurate Calculations Guarantee (Online Terms, section B 5.1) requires notice to Intuit no later than 30 days after the penalty or interest is assessed, and within seven years after filing.","issues":["refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"process","claim":"FTC v. Intuit (FTC Docket No. 9408): on January 22, 2024 the Commission (3-0) found that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax products and issued a Final Order barring \"free\" claims unless the product is free for all or the qualifying share of consumers is disclosed. The press release describes no money for consumers.","source":"https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices","last_verified":"2026-10-13"},{"kind":"process","claim":"On March 20, 2026 the U.S. Court of Appeals for the Fifth Circuit (No. 24-60040) held that adjudicating the deceptive advertising claim before an administrative law judge violated the separation of powers: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" No later ruling was found on 2026-10-13; the FTC case page shows \"Closed\" and was last updated June 14, 2024.","source":"https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On May 4, 2022 a coalition of 51 attorneys general announced a $141 million settlement with Intuit. Restitution was for people who filed with TurboTax in 2016 through 2018 after starting in TurboTax Free Edition and being told to pay, although they were eligible for the IRS Free File version. No claim was needed; eligible people were to receive a notice and a payment automatically, expected to be about $30.","issues":["refund_request"],"source":"https://ncdoj.gov/?p=359056","last_verified":"2026-10-13"},{"kind":"policy","claim":"The 2022 multistate settlement bars Intuit from misleading taxpayers about needing to upgrade, requires clear and conspicuous disclosure of free-product limits, disclosure at the earliest possible point that a user will not qualify, and bars making users re-enter data when they return to a free product. California's share was $11.4 million for about 370,000 Californians.","source":"https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Do not open links in a suspicious email that claims to be from TurboTax. Forward it to security@intuit.com, and forward fake IRS emails to phishing@irs.gov.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"community","text":"A TurboTax Community helper advises using the key words \"billing issues\" (not \"refund\") when contacting support about TurboTax fees, so you are not routed to tax-refund help. Several posters report being refused refunds for Online fees after payment.","issues":["refund_request"],"source":"https://ttlc.intuit.com/community/taxes/discussion/does-anyone-know-how-to-request-a-refund-for-turbotax-deluxe-online-not-the-download-or-cd-i-already/00/1381064","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request-form"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Intuit Refund Request form and Products & billing page need sign-in to the Intuit Account.","TurboTax Online fees are non-refundable once paid; Clear & Start Over does not work after payment, registration, or choosing to deduct fees from the refund.","The TurboTax contact page lists a phone number but no hours.","intuit.com legal pages rate-limited automated fetches (HTTP 429) during verification; the Terms text was read on a later attempt."],"security":{"official_domains":["intuit.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send phony emails that impersonate tax preparers or the IRS and \"often pretend to be IRS agents.\" The article also warns about \"ghost\" tax preparers who charge fees based on a percentage of the refund.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax says to contact the IRS Identity Protection Specialized Unit at 1-800-908-4490 if you think you are a victim of tax identity theft.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to come from TurboTax to Intuit","value":"security@intuit.com","purposes":["fraud"],"notes":"An older Intuit community thread names spoof@intuit.com; the current TurboTax article (updated August 31, 2026) names security@intuit.com.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"id":"irs-phishing-email","type":"email","label":"IRS address for suspicious emails that claim to be from the IRS (named by TurboTax)","value":"phishing@irs.gov","purposes":["fraud"],"source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":61},"verified_from":{"page":29},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 61 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"TurboTax Online is free to use until you pay, print or e-file; paying, printing or e-filing counts as acceptance and waives the satisfaction refund. The FTC's January 2024 order on \"free\" advertising was vacated by the Fifth Circuit on March 20, 2026 and remanded to the FTC. The 2022 multistate attorneys general settlement ($141 million) paid restitution automatically to eligible 2016-2018 filers. The Intuit Terms of Service require binding arbitration or small claims court and a class waiver.","warnings":[]},"cancel_service":{"company":{"id":"intuit-turbotax","name":"TurboTax","sector":"subscription","website":"https://turbotax.intuit.com","account_url":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"TurboTax subscriptions (such as TurboTax Advantage) renew automatically; cancel in the Intuit Account. Cancellation takes effect after the current period and earns no refund, except the Desktop 60-day refund after an Advantage renewal.","evidence":["Intuit Account email","renewal charge date and amount","cancellation confirmation"],"steps":[{"do":"Sign in to the Intuit Account and select Cancel Membership to cancel TurboTax Advantage.","channel":{"id":"advantage-cancel","type":"portal","label":"Cancel TurboTax Advantage (sign in, then Cancel Membership)","value":"https://accounts-tax.intuit.com/app/sign-in?app_group=TurboTax&asset_alias=Intuit.cg.turbotaxadvantage&redirect_uri=https%3A%2F%2Fshop.app.intuit.com%2Funified%2Fdownloads%3Froute%3Dmyaccounts%26cgcview%3Dtta","purposes":["cancel_service"],"access":"login","source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"}},{"do":"If you missed the Advantage cancellation deadline, wait for the software download, submit a refund request within 60 days of receiving the product, then cancel the membership.","channel":{"id":"refund-request-form","type":"portal","label":"Intuit Refund Request form (Intuit Account > Products & billing > Request or track a refund)","value":"https://accounts.intuit.com/app/oirr","purposes":["refund_request"],"access":"login","notes":"For TurboTax Desktop (60-day money-back guarantee) and TurboTax Advantage renewals. TurboTax Online fees are non-refundable after payment. Guarantee claims are not processed through this form.","source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US","last_verified":"2026-10-13"}},{"do":"For other subscriptions, follow that service's cancel instructions (for example Account & Settings for Expert 365 Business). Deleting the mobile app does not cancel a subscription."}],"channels":[{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"},{"id":"contact-page","type":"web_form","label":"TurboTax Support contact page","value":"https://ttlc.intuit.com/turbotax-support/en-us/contact","purposes":["refund_request","billing_error","cancel_service"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US","last_verified":"2026-10-13"},{"id":"advantage-cancel","type":"portal","label":"Cancel TurboTax Advantage (sign in, then Cancel Membership)","value":"https://accounts-tax.intuit.com/app/sign-in?app_group=TurboTax&asset_alias=Intuit.cg.turbotaxadvantage&redirect_uri=https%3A%2F%2Fshop.app.intuit.com%2Funified%2Fdownloads%3Froute%3Dmyaccounts%26cgcview%3Dtta","purposes":["cancel_service"],"access":"login","source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"},{"id":"audit-support-phone","type":"phone","label":"Audit Support Guarantee claims (TurboTax Online Terms, section B 5.3)","value":"+1-800-624-9066","notes":"Claims need proof of payment and a copy of the audit letter, within 60 days of receiving the letter.","source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Intuit Terms (Section A): \"Your payment to Intuit will automatically renew at the end of the applicable subscription period.\" \"Subscription cancellations will take effect the day after the last day of the current subscription period.\" \"We do not provide refunds or credits for any cancellations or partial subscription period.\"","issues":["cancel_service","refund_request"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If you miss the TurboTax Advantage auto-renewal cancellation deadline, submit a refund request \"within 60 days of receiving your product,\" then cancel the membership.","issues":["cancel_service","refund_request"],"source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"},{"kind":"process","claim":"FTC v. Intuit (FTC Docket No. 9408): on January 22, 2024 the Commission (3-0) found that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax products and issued a Final Order barring \"free\" claims unless the product is free for all or the qualifying share of consumers is disclosed. The press release describes no money for consumers.","source":"https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices","last_verified":"2026-10-13"},{"kind":"process","claim":"On March 20, 2026 the U.S. Court of Appeals for the Fifth Circuit (No. 24-60040) held that adjudicating the deceptive advertising claim before an administrative law judge violated the separation of powers: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" No later ruling was found on 2026-10-13; the FTC case page shows \"Closed\" and was last updated June 14, 2024.","source":"https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"The 2022 multistate settlement bars Intuit from misleading taxpayers about needing to upgrade, requires clear and conspicuous disclosure of free-product limits, disclosure at the earliest possible point that a user will not qualify, and bars making users re-enter data when they return to a free product. California's share was $11.4 million for about 370,000 Californians.","source":"https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[{"kind":"official","text":"Do not open links in a suspicious email that claims to be from TurboTax. Forward it to security@intuit.com, and forward fake IRS emails to phishing@irs.gov.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request-form"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Intuit Refund Request form and Products & billing page need sign-in to the Intuit Account.","TurboTax Online fees are non-refundable once paid; Clear & Start Over does not work after payment, registration, or choosing to deduct fees from the refund.","The TurboTax contact page lists a phone number but no hours.","intuit.com legal pages rate-limited automated fetches (HTTP 429) during verification; the Terms text was read on a later attempt."],"security":{"official_domains":["intuit.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send phony emails that impersonate tax preparers or the IRS and \"often pretend to be IRS agents.\" The article also warns about \"ghost\" tax preparers who charge fees based on a percentage of the refund.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax says to contact the IRS Identity Protection Specialized Unit at 1-800-908-4490 if you think you are a victim of tax identity theft.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to come from TurboTax to Intuit","value":"security@intuit.com","purposes":["fraud"],"notes":"An older Intuit community thread names spoof@intuit.com; the current TurboTax article (updated August 31, 2026) names security@intuit.com.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"id":"irs-phishing-email","type":"email","label":"IRS address for suspicious emails that claim to be from the IRS (named by TurboTax)","value":"phishing@irs.gov","purposes":["fraud"],"source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":61},"verified_from":{"page":29},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 61 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"TurboTax Online is free to use until you pay, print or e-file; paying, printing or e-filing counts as acceptance and waives the satisfaction refund. The FTC's January 2024 order on \"free\" advertising was vacated by the Fifth Circuit on March 20, 2026 and remanded to the FTC. The 2022 multistate attorneys general settlement ($141 million) paid restitution automatically to eligible 2016-2018 filers. The Intuit Terms of Service require binding arbitration or small claims court and a class waiver.","warnings":[]},"unauthorized_charge":{"company":{"id":"intuit-turbotax","name":"TurboTax","sector":"subscription","website":"https://turbotax.intuit.com","account_url":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax"},"issue":{"id":"unauthorized_charge","name":"Unauthorized charge"},"playbook_source":"company","summary":"An unexpected TurboTax bank debit is often the Pay With My Refund backup debit. Check the fee emails first; pay early or ask for a one-time 21-day deferral before the debit date.","evidence":["bank statement with the debit","TurboTax order number","ZIP code on the return","fee notification emails"],"steps":[{"do":"Check whether you chose Pay With My Refund. Intuit may debit your bank account if your tax refund does not cover the fees, or if the IRS still holds the refund 36 days after the original estimated refund date."},{"do":"To avoid the auto-debit, pay through the \"pay online\" link in the email notification (order number and ZIP code) by 12:00 PM PT on the Thursday before the scheduled debit date."},{"do":"To ask for a one-time 21-day deferral, use the \"payment options\" link in the email or call TurboTax.","channel":{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"}},{"do":"If you never used TurboTax or did not authorize the charge, report it to your card issuer or bank and ask TurboTax to reverse it."}],"channels":[{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"},{"id":"audit-support-phone","type":"phone","label":"Audit Support Guarantee claims (TurboTax Online Terms, section B 5.3)","value":"+1-800-624-9066","notes":"Claims need proof of payment and a copy of the audit letter, within 60 days of receiving the letter.","source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"With Pay With My Refund, you authorize a debit \"in the event that you do not receive a tax refund that is sufficient to pay for them,\" and also if \"the IRS is still holding your refund 36 days after your original estimated refund date.\" A one-time deferral of 21 days from the original debit date may be available at 1 (800) 446-8848.","issues":["unauthorized_charge","billing_error"],"source":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/bank-account-auto-debited-turbotax-fees/L3rDdVynu_US_en_US","last_verified":"2026-10-13"},{"kind":"process","claim":"FTC v. Intuit (FTC Docket No. 9408): on January 22, 2024 the Commission (3-0) found that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax products and issued a Final Order barring \"free\" claims unless the product is free for all or the qualifying share of consumers is disclosed. The press release describes no money for consumers.","source":"https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices","last_verified":"2026-10-13"},{"kind":"process","claim":"On March 20, 2026 the U.S. Court of Appeals for the Fifth Circuit (No. 24-60040) held that adjudicating the deceptive advertising claim before an administrative law judge violated the separation of powers: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" No later ruling was found on 2026-10-13; the FTC case page shows \"Closed\" and was last updated June 14, 2024.","source":"https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"The 2022 multistate settlement bars Intuit from misleading taxpayers about needing to upgrade, requires clear and conspicuous disclosure of free-product limits, disclosure at the earliest possible point that a user will not qualify, and bars making users re-enter data when they return to a free product. California's share was $11.4 million for about 370,000 Californians.","source":"https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":1,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"A post-transaction third-party seller may not charge a consumer for an online sale unless it discloses the material terms and gets express informed consent, including the consumer's full account number, before charging. An initial merchant may not pass a customer's account number or other billing information to such a seller.","issues":["unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8402","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[{"kind":"official","text":"Do not open links in a suspicious email that claims to be from TurboTax. Forward it to security@intuit.com, and forward fake IRS emails to phishing@irs.gov.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request-form"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Intuit Refund Request form and Products & billing page need sign-in to the Intuit Account.","TurboTax Online fees are non-refundable once paid; Clear & Start Over does not work after payment, registration, or choosing to deduct fees from the refund.","The TurboTax contact page lists a phone number but no hours.","intuit.com legal pages rate-limited automated fetches (HTTP 429) during verification; the Terms text was read on a later attempt."],"security":{"official_domains":["intuit.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send phony emails that impersonate tax preparers or the IRS and \"often pretend to be IRS agents.\" The article also warns about \"ghost\" tax preparers who charge fees based on a percentage of the refund.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax says to contact the IRS Identity Protection Specialized Unit at 1-800-908-4490 if you think you are a victim of tax identity theft.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to come from TurboTax to Intuit","value":"security@intuit.com","purposes":["fraud"],"notes":"An older Intuit community thread names spoof@intuit.com; the current TurboTax article (updated August 31, 2026) names security@intuit.com.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"id":"irs-phishing-email","type":"email","label":"IRS address for suspicious emails that claim to be from the IRS (named by TurboTax)","value":"phishing@irs.gov","purposes":["fraud"],"source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":61},"verified_from":{"page":29},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 61 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"TurboTax Online is free to use until you pay, print or e-file; paying, printing or e-filing counts as acceptance and waives the satisfaction refund. The FTC's January 2024 order on \"free\" advertising was vacated by the Fifth Circuit on March 20, 2026 and remanded to the FTC. The 2022 multistate attorneys general settlement ($141 million) paid restitution automatically to eligible 2016-2018 filers. The Intuit Terms of Service require binding arbitration or small claims court and a class waiver.","warnings":[]},"bill_increase":{"company":{"id":"intuit-turbotax","name":"TurboTax","sector":"subscription","website":"https://turbotax.intuit.com","account_url":"https://accounts.intuit.com/app/account-manager/productsBilling/turbotax"},"issue":{"id":"bill_increase","name":"Bill went up"},"playbook_source":"company","summary":"TurboTax Online prices can rise as the filing deadline approaches, and you pay the published price at the time you pay. Recurring subscription prices change with notice, and you can cancel before the change.","evidence":["screenshot of the price shown when you started","fee breakdown email","price change notice"],"steps":[{"do":"Check the fee breakdown before you pay, and remove add-ons or downgrade if the total is higher than expected.","note":"https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US"},{"do":"For a subscription price change you do not accept, cancel before the new price takes effect.","channel":{"id":"advantage-cancel","type":"portal","label":"Cancel TurboTax Advantage (sign in, then Cancel Membership)","value":"https://accounts-tax.intuit.com/app/sign-in?app_group=TurboTax&asset_alias=Intuit.cg.turbotaxadvantage&redirect_uri=https%3A%2F%2Fshop.app.intuit.com%2Funified%2Fdownloads%3Froute%3Dmyaccounts%26cgcview%3Dtta","purposes":["cancel_service"],"access":"login","source":"https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US","last_verified":"2026-10-13"}}],"channels":[{"id":"audit-support-phone","type":"phone","label":"Audit Support Guarantee claims (TurboTax Online Terms, section B 5.3)","value":"+1-800-624-9066","notes":"Claims need proof of payment and a copy of the audit letter, within 60 days of receiving the letter.","source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"Intuit may increase the price of any paid version of the Services as the respective tax filing deadline approaches\" (section B 3.1), and \"The price for your use ... is the published price at the time you pay\" (section B 3.2).","issues":["bill_increase"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"Intuit may change the price for recurring subscription fees from time to time with notice to you.\" \"If you do not agree with the price change, you may unsubscribe prior to the price change going into effect\" (Section A).","issues":["bill_increase","cancel_service"],"source":"https://www.intuit.com/legal/terms/en-us/turbotax/online-license/","last_verified":"2026-10-13"},{"kind":"process","claim":"FTC v. Intuit (FTC Docket No. 9408): on January 22, 2024 the Commission (3-0) found that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax products and issued a Final Order barring \"free\" claims unless the product is free for all or the qualifying share of consumers is disclosed. The press release describes no money for consumers.","source":"https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices","last_verified":"2026-10-13"},{"kind":"process","claim":"On March 20, 2026 the U.S. Court of Appeals for the Fifth Circuit (No. 24-60040) held that adjudicating the deceptive advertising claim before an administrative law judge violated the separation of powers: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" No later ruling was found on 2026-10-13; the FTC case page shows \"Closed\" and was last updated June 14, 2024.","source":"https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf","last_verified":"2026-10-13"},{"kind":"policy","claim":"The 2022 multistate settlement bars Intuit from misleading taxpayers about needing to upgrade, requires clear and conspicuous disclosure of free-product limits, disclosure at the earliest possible point that a user will not qualify, and bars making users re-enter data when they return to a free product. California's share was $11.4 million for about 370,000 Californians.","source":"https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[{"kind":"official","text":"Do not open links in a suspicious email that claims to be from TurboTax. Forward it to security@intuit.com, and forward fake IRS emails to phishing@irs.gov.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request-form"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"known_blockers":["The Intuit Refund Request form and Products & billing page need sign-in to the Intuit Account.","TurboTax Online fees are non-refundable once paid; Clear & Start Over does not work after payment, registration, or choosing to deduct fees from the refund.","The TurboTax contact page lists a phone number but no hours.","intuit.com legal pages rate-limited automated fetches (HTTP 429) during verification; the Terms text was read on a later attempt."],"security":{"official_domains":["intuit.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send phony emails that impersonate tax preparers or the IRS and \"often pretend to be IRS agents.\" The article also warns about \"ghost\" tax preparers who charge fees based on a percentage of the refund.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax says to contact the IRS Identity Protection Specialized Unit at 1-800-908-4490 if you think you are a victim of tax identity theft.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to come from TurboTax to Intuit","value":"security@intuit.com","purposes":["fraud"],"notes":"An older Intuit community thread names spoof@intuit.com; the current TurboTax article (updated August 31, 2026) names security@intuit.com.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"id":"irs-phishing-email","type":"email","label":"IRS address for suspicious emails that claim to be from the IRS (named by TurboTax)","value":"phishing@irs.gov","purposes":["fraud"],"source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":61},"verified_from":{"page":29},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 61 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"TurboTax Online is free to use until you pay, print or e-file; paying, printing or e-filing counts as acceptance and waives the satisfaction refund. The FTC's January 2024 order on \"free\" advertising was vacated by the Fifth Circuit on March 20, 2026 and remanded to the FTC. The 2022 multistate attorneys general settlement ($141 million) paid restitution automatically to eligible 2016-2018 filers. The Intuit Terms of Service require binding arbitration or small claims court and a class waiver.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"support-phone","type":"phone","label":"TurboTax customer support (1-800-4-INTUIT)","value":"+1-800-446-8848","purposes":["refund_request","billing_error","cancel_service","unauthorized_charge"],"notes":"The contact page lists no hours.","source":"https://ttlc.intuit.com/turbotax-support/en-us/contact","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","candidate_channels":["refund-request-form"]},{"index":2,"rung":"payment_dispute","note":"Card dispute for charges after a cancellation.","rules":["fcba-billing-error","efta-reg-e"]},{"index":3,"rung":"regulator","regulator":{"id":"ftc","name":"Federal Trade Commission","level":"federal","when_to_use":"Report fraud, scams, identity theft and unfair or deceptive business practices, such as a company that blocks cancellation. The FTC does not resolve individual cases, so pursue your refund with the company, your card issuer or a state agency at the same time.","channels":[{"id":"reportfraud","type":"web_form","label":"ReportFraud.ftc.gov","value":"https://reportfraud.ftc.gov/","purposes":["fraud","unauthorized_charge","cancel_service"],"notes":"For fraud, scams and bad business practices.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"identitytheft","type":"web_form","label":"IdentityTheft.gov (identity theft report and recovery plan)","value":"https://www.identitytheft.gov/","purposes":["fraud"],"source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"donotcall","type":"web_form","label":"National Do Not Call Registry (unwanted calls)","value":"https://www.donotcall.gov/","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"consumer-response-center","type":"phone","label":"Consumer Response Center (1-877-FTC-HELP)","value":"+1-877-382-4357","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"},{"id":"headquarters-mail","type":"mail","label":"FTC headquarters mailing address","value":"Federal Trade Commission, 600 Pennsylvania Avenue, NW, Washington, DC 20580","notes":"The contact page lists this headquarters address. Online reporting is the documented path for consumer reports.","source":"https://www.ftc.gov/contact","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"The FTC and other agencies use reports to investigate and bring cases, but cannot resolve cases for individuals.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"},{"kind":"process","claim":"Reports go into a secure national database that law enforcement can use. FTC investigators, lawyers and analysts review reports to spot patterns and build cases.","source":"https://consumer.ftc.gov/consumer-alerts/2026/08/did-you-spot-scam-heres-what-do-next","last_verified":"2026-10-12"},{"kind":"process","claim":"After you submit a report, the FTC gives you steps to protect yourself or try to get your money back.","source":"https://consumer.ftc.gov/consumer-alerts/2023/04/reporting-fraud-101-protect-your-community-reporting-scams","last_verified":"2026-10-12"}],"notes":"The FTC collects reports; it does not mediate. A report number is still useful evidence for a card dispute or a state attorney general complaint. ReportFraud.ftc.gov was still the reporting path in an FTC consumer alert dated 2026-08-28."}},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."}],"security":{"official_domains":["intuit.com"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send phony emails that impersonate tax preparers or the IRS and \"often pretend to be IRS agents.\" The article also warns about \"ghost\" tax preparers who charge fees based on a percentage of the refund.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"kind":"policy","claim":"TurboTax says to contact the IRS Identity Protection Specialized Unit at 1-800-908-4490 if you think you are a victim of tax identity theft.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"Forward suspicious emails that claim to come from TurboTax to Intuit","value":"security@intuit.com","purposes":["fraud"],"notes":"An older Intuit community thread names spoof@intuit.com; the current TurboTax article (updated August 31, 2026) names security@intuit.com.","source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"},{"id":"irs-phishing-email","type":"email","label":"IRS address for suspicious emails that claim to be from the IRS (named by TurboTax)","value":"phishing@irs.gov","purposes":["fraud"],"source":"https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":1.0,"sources":{"primary":61},"verified_from":{"page":29},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 100% of 61 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"TurboTax — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/intuit-turbotax.md","markdown":"## In short\n\nTurboTax Online costs nothing until you pay, print or e-file. After that its fees are non-refundable, so remove add-ons, downgrade, or use Clear & Start Over before you pay. TurboTax Desktop has a 60-day money-back guarantee through the Intuit Refund Request form, and app-store purchases are refunded by Apple or Google. The FTC's 2024 order against \"free\" TurboTax advertising was vacated by the Fifth Circuit on March 20, 2026. Restitution from the 2022 multistate settlement was paid automatically, so no claim was needed.\n\n## How complaints actually go\n\n- TurboTax support is at 1-800-4-INTUIT (1-800-446-8848). The contact page lists no hours and no chat. [TurboTax: contact us](https://ttlc.intuit.com/turbotax-support/en-us/contact)\n- Refund requests go through the Intuit Account: Products & billing > Your products > Request or track a refund. This opens the Intuit Refund Request form. For TurboTax Online bought from Intuit, \"Submitting payment reflects your satisfaction with TurboTax Online preparation of your taxes, and is non-refundable.\" [TurboTax: request a refund](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US)\n- Guarantee claims (100% Accurate Calculations, Maximum Refund, Audit Support) do not go through the refund form. They follow the Terms of Service: Audit Support claims go to 1-800-624-9066 within 60 days of the audit letter, and Maximum Refund claims go by tracked mail within 60 days. [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- Reported by customers: in a TurboTax Community thread from 2020 to 2025, Online buyers who paid but did not file say support sent them the Desktop refund form or closed the case without an update. Another poster says a refund was refused because the return counted as \"filed\". [TurboTax Community thread](https://ttlc.intuit.com/community/taxes/discussion/does-anyone-know-how-to-request-a-refund-for-turbotax-deluxe-online-not-the-download-or-cd-i-already/00/1381064)\n- Disputes under the Intuit Terms go to \"binding arbitration or small claims court,\" and claims can be brought only individually, not as a class. [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- FTC v. Intuit (Docket No. 9408): the FTC sued in March 2022, and a federal court denied a preliminary injunction on April 26, 2022. The FTC then continued the case before its own administrative law judge, who issued an initial decision in September 2023. On February 29, 2024, the Commission denied Intuit's request to stay its order while the Fifth Circuit reviewed it. [FTC case page](https://www.ftc.gov/node/78719)\n- On January 22, 2024, the Commission voted 3-0 that Intuit \"engaged in deceptive advertising\" of \"free\" TurboTax. The Final Order bars \"free\" claims unless the product is free for all consumers or the share of taxpayers who qualify is disclosed. The press release describes no money for consumers. [FTC press release, January 22, 2024](https://www.ftc.gov/news-events/news/press-releases/2024/01/ftc-issues-opinion-finding-turbotax-maker-intuit-inc-engaged-deceptive-practices)\n- The Fifth Circuit described the order as barring Intuit \"for the next twenty years\" from advertising \"any goods or services\" as free unless the order's conditions are met. [Fifth Circuit opinion, No. 24-60040](https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf)\n- Current status: on March 20, 2026, the U.S. Court of Appeals for the Fifth Circuit held that deciding the deceptive-advertising claim before an administrative law judge violated the separation of powers. It ruled: \"Intuit's petition for review is GRANTED; the FTC's order is VACATED; and the case is REMANDED to the agency for further proceedings.\" [Fifth Circuit opinion, No. 24-60040](https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf)\n- No later ruling or new FTC filing was found on 2026-10-13. The FTC case page shows the matter as \"Closed\" and was last updated June 14, 2024. [FTC case page](https://www.ftc.gov/node/78719)\n- On May 4, 2022, a coalition of 51 attorneys general announced a $141 million settlement with Intuit. California's share was $11.4 million for about 370,000 Californians, and the settlement also resolved suits by the Los Angeles City Attorney and Santa Clara County Counsel. [California Attorney General, May 4, 2022](https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive)\n- Restitution was for people who filed with TurboTax in 2016 through 2018 after they started in TurboTax Free Edition and were told to pay, although they were eligible for the IRS Free File version. No claim was needed: eligible people were to receive a notice and a payment automatically, expected to be about $30. [North Carolina DOJ, May 4, 2022](https://ncdoj.gov/?p=359056)\n- The 2022 settlement also requires Intuit to suspend its \"free, free, free\" ad campaign, to improve disclosures in \"free\" marketing, and to stop making consumers restart their filing when they switch from a paid product to a free one. [North Carolina DOJ, May 4, 2022](https://ncdoj.gov/?p=359056)\n\n## What tends to work\n\n- Before you pay, remove add-ons you do not need (PLUS Help & Support, Pay With Your Refund, Premium Services, MAX, a state return, Fast Deposit), or downgrade to a lower TurboTax Online product. [TurboTax: reduce fees](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/reduce-fees/L3Kp3yEYs_US_en_US)\n- Clear & Start Over removes all fees, but only \"as long as you haven't submitted payment, deducted the TurboTax fee from your refund, or registered your product.\" The path is Tax Tools > Tools > Clear & Start Over. [TurboTax: clear and start over](https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/clear-start-turbotax-online/L37BZFuBV_US_en_US)\n- For TurboTax Desktop, ask for a refund within 60 days with your license code or order number and a dated receipt. [TurboTax guarantees](https://turbotax.intuit.com/corp/guarantees/)\n- If you missed the TurboTax Advantage auto-renewal deadline, wait for the software download, request a refund \"within 60 days of receiving your product,\" and then cancel the membership. [TurboTax: cancel Advantage](https://ttlc.intuit.com/oicms/L4UBBY0Th_US_en_US)\n- If you bought through the Apple App Store or Google Play, ask that app store for the refund. [TurboTax: request a refund](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-refunds/request-refund-turbotax-product/L834M6uyW_US_en_US)\n- To avoid a Pay With My Refund bank debit, pay through the email link by 12:00 PM PT on the Thursday before the debit date. You can also ask for a one-time 21-day deferral at 1-800-446-8848. [TurboTax: auto-debited fees](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/bank-account-auto-debited-turbotax-fees/L3rDdVynu_US_en_US)\n- Reported by customers: a TurboTax Community helper advises using the words \"billing issues\", not \"refund\", when you contact support about fees, so the request is not sent to tax-refund help. [TurboTax Community thread](https://ttlc.intuit.com/community/taxes/discussion/does-anyone-know-how-to-request-a-refund-for-turbotax-deluxe-online-not-the-download-or-cd-i-already/00/1381064)\n\n## Traps and fine print\n\n- Printing or e-filing \"reflects (a) your satisfaction with Services,\" and the user therefore waives the right to a refund unless a guarantee applies (section B 5.4). [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- \"Intuit may increase the price of any paid version of the Services as the respective tax filing deadline approaches.\" You pay the published price at the time you pay (sections B 3.1 and 3.2). [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- Subscriptions renew automatically. A cancellation takes effect \"the day after the last day of the current subscription period,\" and Intuit gives no refunds or credits for cancellations or partial periods (Section A). [Intuit Terms, TurboTax Online](https://www.intuit.com/legal/terms/en-us/turbotax/online-license/)\n- With Pay With My Refund, you authorize a bank debit if your tax refund does not cover the fees, or if the IRS still holds the refund 36 days after the original estimated date. [TurboTax: auto-debited fees](https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/bank-account-auto-debited-turbotax-fees/L3rDdVynu_US_en_US)\n- Free Edition is limited to \"simple tax returns,\" and the Fifth Circuit noted: \"Most American taxpayers do not have 'simple tax returns.'\" [Fifth Circuit opinion, No. 24-60040](https://www.ca5.uscourts.gov/opinions/pub/24/24-60040-CV0.pdf)\n- Under the Maximum Refund Guarantee, Free Edition users get $30 instead of a purchase-price refund. [TurboTax guarantees](https://turbotax.intuit.com/corp/guarantees/)\n\n## By the numbers\n\n- California's Attorney General said that \"70% of taxpayers qualify for the Internal Revenue Service (IRS) Free File Program,\" but \"less than 3% of taxpayers used it to file their returns in 2020.\" Users who qualified for Free File were told to upgrade \"for fees starting at $59.99.\" [California Attorney General, May 4, 2022](https://www.oag.ca.gov/news/press-releases/attorney-general-bonta-announces-nationwide-settlement-against-intuit-deceptive)\n- About 139,000 North Carolinians who filed with TurboTax in 2016 to 2018 were eligible for restitution, more than $4 million in total. [North Carolina DOJ, May 4, 2022](https://ncdoj.gov/?p=359056)\n\n## Scams that target customers\n\n- TurboTax says \"Phishing and identity theft are the most common tax scams.\" Scammers send fake emails that impersonate tax preparers or the IRS, and they \"often pretend to be IRS agents.\" [TurboTax: tax time scams](https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W)\n- Forward suspicious emails that claim to be from TurboTax to security@intuit.com, and fake IRS emails to phishing@irs.gov. If you think you are a victim of tax identity theft, call the IRS Identity Protection Specialized Unit at 1-800-908-4490. [TurboTax: tax time scams](https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W)\n- TurboTax also warns about \"ghost\" tax preparers who charge a fee based on a percentage of your refund. [TurboTax: tax time scams](https://turbotax.intuit.com/tax-tips/security/tax-time-scams-you-should-avoid/L0rtre77W)\n- Do not use a phone number from an unexpected email. Use the number on the TurboTax contact page, 1-800-446-8848. [TurboTax: contact us](https://ttlc.intuit.com/turbotax-support/en-us/contact)\n"},"guide":{"key":"subscription","title":"Subscriptions — how complaints work","last_verified":"2026-10-12","file":"guides/subscription.md","page":"https://escalate.alexgaoth.com/#/guides/subscription"}}