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1.2 520 Reviews

TurboTax Complaints Summary

33 Resolved
476 Unresolved
Our verdict: If considering services from TurboTax with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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TurboTax reviews & complaints 520

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A
10:04 am EST

TurboTax turbotax free

I used turbotax free when I filed my 2017 return. Very simple to use - I was thrilled, got my pin numbers for the e-file, and waited for my refund... And waited... And waited... I finally started checking into it when I still did not get my refund by mid-april. They claimed it was never filed. The pin numbers they gave me did not work either. Thank god, I did not owe, or I would have gotten hit with penalties and everything else. The irs guy told me that I was not the only one that this happened to. I got no response from turbotax when I filed against bbb either. These guys do not have a clue what they are doing. I then tried to get them to erase any of my personal information they might still have in their system - still no help. They are a security breach just waiting to happen. Do not trust them with your personal information! Total nightmare!

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12:29 pm EST

TurboTax not secure

Someone hacked into my account and stole my information from my 2017 tax return. I never received an email stating that my account had been used. In addition, the person/people who filed in my name completed the tax return on 2/10, yet I received an email from TurboTax on 2/14 warning me to use the same account I used the previous year to file taxes.
TurboTax does not seem to be worried about their consumers personal information. I am disappointed that TurboTax emailed me four days after the fraudulent return had been accepted by the IRS. If I had received the email the day of, I could have stopped this in time.

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2:57 am EST

TurboTax tax preparer fraud

Yocasta Velasquez was a preparer at Liberty Tax recently and was fired for fraud and stealing money from our clients. She was recently arrested and has to return to court in a couple of weeks. Clients have also filed police reports against her. This issue cost our office money and we were also being investigated behind these acts. I'm sure this is not the kind of person you want to advise your clients.

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11:29 am EST

TurboTax turbotax online filing

While filing my taxes, I was mistakenly told I needed form 2210 (Underpayment penalty) but once I added it they said I did not need it but I was unable to remove or edit the form. When I contacted them they told me it was a common error in the system and that there was nothing they could do to resolve it at this time. In the end I had to completely wipe the slate clean and resubmit my information.

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10:15 am EST

TurboTax complaint

I haven't' even finished the forms yet and I am going to try to get out of it because
Already am being charged a fee. Then another on for filing them. You all advertise free free free all over the place and well I may be suing suing suing for false advertisement! So looking into lawyers and let them know what you are doing and
Will never use this again...

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1:22 pm EST

TurboTax Unauthorized deductions

Turbo tax has a feature that allows you to make a payment to them from your returns, if you do not pay at the time of filing.

They deducted 39.99 more and when I reached out to them one of the agent said I will get a refund in 7-10 business days. I forgot about it after last year thinking it will automatically come in as said.

This year while filing my refund with them again, I remembered about the above refund and checked my bank account. Surprised to see there is no refund done last year for the unauthorized money deducted.

Called again multiple times, but the agent says there is no notes of the above discussion for refund done Turbo tax has a feature that allows you to make a payment to them from your returns, if you do not pay at the time of filing.

They deducted 39.99 more and when I reached out to them one of the agent said I will get a refund in 7-10 business days. I forgot about it after last year thinking it will automatically come in as said.

This year while filing my refund with them again, I remembered about the above refund and checked my bank account. Surprised to see there is no refund done last year for the unauthorized money deducted.

Called again multiple times, but the agent says there is no notes of the above discussion for refund done earlier and since its more than 60 days. They will not refund it anymore.

Very disappointing and unethical. Not going to do with them anymore.

I have screen shot of the email received where it said they will deduct Turbo tax fees and return the rest of the amount in my bank account. So shocked to see they take an extra 39.99 and mention like they don't care what we feel! and since its more than 60 days. They will not refund it anymore.

Very disappointing and unethical. Not going to do with them anymore.

I have screen shot of the email received where it said they will deduct Turbo tax fees and return the rest of the amount in my bank account. So shocked to see they take an extra 39.99 and mention like they don't care what we feel!

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Update by Deep Mail
Feb 08, 2019 1:24 pm EST

So upset !

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C
3:15 pm EST

TurboTax tax refund software and false advertising issues

2/5/2019 - I went to file my tax returns, they tried to charge $59.99 for the premier. I called customer service because the link on their website I used said the price was $47.99. When they finally answered, the price was automatically adjusted. About 1 hour after I filed, I found that it was now $44.99 for the same service. I called the customer service number and they denied my request for a refund of the difference. Then today 2/7/2019, I went through the H&R Block tax return online software, and was able to get a bigger refund through them. I went to look up the form on their website for the Turbotax Maximum Refund Guarantee Claim Summary form which is what it said I needed to fill out in order to get a full refund according to their policy and user licensing agreement. This form is nowhere to be found online. So I called their customer service line again, and the rep I spoke with, Curtis, could not even locate the form and didn't even know about the guarantee. I requested the form and/or a full refund, but nothing was done and I'm still currently on hold and cannot get an answer from anyone.

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Update by Casey Cantrell
Feb 07, 2019 3:44 pm EST

Finally got off hold and was told to use the incorrect form online by the rep. Asked to speak to a supervisor and was hung up on. Trying a different phone number and customer service rep to talk to..no luck so far

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3:24 pm EST

TurboTax 2018 federal and state government tax returns

I, Thomas Sutton 104 Footpath lane, East Hartford, Ct.06118. Filed my Federal and state returns electronically with Turbo Tax on Feb 3, 2019 and was told my refunds would be hold at $8764.92 Fed, and $1045 state. Then today Feb.5, 2019 I was told that my Fed. Number changed to $581.00. When I contacted Turbo Tax by phone I was given a contact #[protected] by someone called himself as Justin M. and could not tell why my refund numbers changed. who asked me to call back after Feb.8.2019 I contacted the IRS. Mr Franchino #[protected] who told me that the IRS doesn't change tax return numbers until after at least three weeks when The return is processed. Thomas Sutton

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4:00 pm EST

TurboTax turbotax

Robbed me at the end when it was time to file. I have used Turbo tax for year however now I will not ever use them again. Credit seseme does it for free. Complete over charge and nothing like it in the past 7 years.
Never charged to put the refund in your account, fought throughout the process to make you upgrade. Just robbery. Go to credit seseme or credit karma for free with audit defence.

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squawker
, US
Feb 08, 2019 3:47 pm EST
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For the first time EVER, I screwed up and Turbo Tax let me! Filed w/o a W-2 and nothing was said from TTx - I had purchased the MAX benefits package "just in case" HA! They are totally helpless. Once was told as soon as the 1040x came in someone (their CPA's) would help me amend online line by line. Called back when they said, no 1040x yet, should be tomorrow, called today, still not in. 1040x available at irs.gov! Told I would have to print out stuff and do it on paper! I'm going to a company here in town, NOT H&R Block, and get it fixed and will NEVER EVER use Turbo Tax again! It'll be worth the extra whatever just to get it done.

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B
3:44 pm EST

TurboTax turbo tax

I filed my taxes with turbo tax last year and got it done for free. Only income is my social security and pensions. This year I went to file the same income as last year and they wouldn't continue unless I went up to the deluxe. I had to hit yes . I called customer service and the kid that answered didn't know anything and was sending me on to tech I would of been on hold for an hour. I want my money back or I am filing charges for deception.

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Takenaswell
Easley, US
Feb 09, 2019 3:23 pm EST
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They have done the same to me. We clicked no and they charged $84 to our bank account. We can't get customer service on the phone now.

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D
7:57 pm EST

TurboTax turbotax business and customer service

I have just been on hold for 4 hours and 16 minutes to talk with a tax advisor at TurboTax. Earlier today i was on hold for over 45 mintues after calling the general support line BEFORE I was transferred to the tax advisor line they say they provide so you aren't kept on the phone and then kept on hold for over 4 hours. Yesterday I was on hold for over 3 hours. The call back service they say they provide keeps routing you back to "product support" even though you are supposedly tranferred to the tax advisor line. And then they put you BACK IN THE QUEUE for hours again for a tax advisor. TOTALLY RIDICULOUS. After you have purchased their product you would thnk they would provide adequate customer service to their customers.

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New user1942
, US
Mar 22, 2019 3:52 pm EDT

My wife has property in Nebraska The TurboTax put us in Nebraska is there some way to correct it to NY?

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J
10:47 am EST

TurboTax Free taxes

I did my taxes on your site for a few years now, this year I got charged $79.98.. Wtf is that all about... I went into the same site I used last year... Why am I being charged this year... I will never do my taxes on your site unless I get refunded, and I will get the word out that you charge for everything... I have the simple basic taxes, nothing fancy...
Very peed off in Wisconsin...

JoAnn Hodgson
01/26/19 (submitted)
Refund wanted/ should be free
I paid $79.98... Really?

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5:37 pm EST

TurboTax online tax filing

I am making a complaint about my experience this year using TurboTax to file my taxes.
I have used them the past 9 years. Never had to pay more than $29.99 to file both federal and state returns. I am single with no dependents and no major deductions.
So, 1040 EZ is my usual filing. After starting off with The Free edition i got to the healthcare section and was told I "had" to upgrade to Deluxe version because of some unknown schedule 2 form required by the IRS, but not included in TurboTax Free Edition. I went to IRS site and found there wasn't a new schedule 2 form required this year. After being forced to buy the Deluxe edition, I was also charged another $39.99 to file my State return. Which was free on the Free Edition. All for a grand total of $85 dollars. After paying a total of $29.99 last season and not having anything new to deduct. All to get a lousy $200 tax return.I don't know what happened with TurboTax. I have always had a good experience using them every tax season. But, to force your customers to use a Deluxe edition that doesn't benefit them at all is wrong. I wouldn't have even minded paying the $29.99 I paid last year. They need to remove the Free Edition off their site. There is "NO" Free Edition.
This is the last time I ever use TurboTax to do my taxes. And believe me, I will let everyone I know know about my experience this year with TurboTax.

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2:48 pm EST

TurboTax commercial

I am a retired teacher that has viewed your commercial that depicts a junior-high aged young man struggling to spell the word "free" at a spelling bee. It implies that he wins the spelling bee with his successful spelling. Are you kidding me? Do you realize what message you are sending?

For at several years, many of our US parents are absolutely convinced that their child can do no wrong and will cause as much grief for the schools as they can; refuse or litigate any consequences imposed or even just insist that their kid didn't do it. Your commercial just tells them that if their junior high kid can spell "free" that he's a genius. Also low achieving students and their families will be convinced that their child is being subjected to unfair grading.

Gosh I wish you would have thought before you aired this lousy commercial.

Terry Stoldt

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Eloise Christiansen
, US
Feb 19, 2020 2:17 pm EST

I agree with the comment above! Those commercials with someone spelling free--court reporter reading off the tape---free-free- and so on! GET RID OF THEM! They are DISGUTING! I've heard a lot of people use Turbo Tax-BUT what is wrong with this business using commercials like that!

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J
3:08 pm EST

TurboTax debit card service fees

Received my $47 refund in the form of a debit card. On the face of the card it says valid thru 02/22. I put it aside for a couple of Christmas gifts only when I went to use it in a store the card balance was 0. I was told by the debit card company that they charge $4.95 per month as a service fee. No where did Turbo tax ever inform me that they were doing business with a scam artist debit card company and it is not listed anywhere in the literature. They basically stole my IRS refund. I thought Turbo Tax was a reputable company, I was wrong. If informed that the fee would take my entire refund I certainly would have used it right away.

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4:34 pm EDT

TurboTax tax return

2016 Tax return filed in February and requested return on debit card, was ignored and debit card not sent instead I got my return in August with the excuse that they tried to call me and I did not answer when they called. Crappy service.

2017 taxes filed and I saved a copy for my records. Here it is October and no refund yet. I called and they could not help me because I do not remember the email that I used when I filed. Meanwhile the returns have not been forwarded to the State or Fed.
Turbo tax had no problem getting paid though, they took the money out of my debit card

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Janice Humston
, US
Feb 02, 2019 3:40 pm EST

They rip people off!

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K
11:24 pm EDT

TurboTax 2017 state tax return

I have been waiting for my Indiana state tax return for SEVEN months. I have called turbo tax (multiple times for SEVEN months) and the automated service is of ZERO help. I have also called the IRS...repeatedly for SEVEN months...they won't answer their phone. I am a single mom and I am expecting over $400. Thats how i plan to buy my child winter clothing that she gravely needs. At this point I will be discussing the matter at the court house to investigate what actions can be taken.

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Update by Kplahn0123
Sep 14, 2018 11:28 pm EDT

I believe an error has occurred somewhere along the way with the filing and completion of my 2017 Indiana state tax return. I have been waiting seven months for my return. I am expecting over $400. I am a single mom to a one year old and I need that money desperately. I have called turbo tax on multiple occasions and their automated system is not helpful. I have called the IRS as well, same story.

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K
6:33 pm EDT

TurboTax schedule c added to my return triggering 2 back to back audits

I have been filing my taxes with turbo tax for over 10 years, always a W2 employee. My 2015 return included a schedule C form that I did not notice which triggered an Audit for my 2015 taxes. I had already filed my 2016 when I recieved the audit and did not realize that a schedule C was again on my return triggering a second audit for 2016.

Why would you add a scedule C to a return that never claimed to be self employed? This has cost me to date over $8, 000. I would at the very least ask for a refund for both my 2015 & 2016 return as well as the state considering they audited me right after federal.

If this is not made right I will not use turbo tax again and I will recommend my friends & family do the same.

Kellie Renaud

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5:36 pm EDT
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TurboTax turbo tax

Filed taxes using Turbo Tax - received an audit notice for tax years ending 2014 and 2015 and a notice of proposed assessment for 2016, Schedule C filer using home for business purposes - the calculator provided in Turbo Tax failed to recalculate proper percentage of business use of home on Schedule C and failed to recalculate proper percentage of business use of vehicles. Now I owe more money in taxes, penalties and interest than I have earned over the last three years... I will never use Turbo Tax again. Please take heed all Schedule C filers and find a CPA who knows your business/industry - if not you may come to regret depending on Turbo Tax - I have had to take out a home equity line of credit to pay the tax bill.

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6:12 pm EDT
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TurboTax my prepaid card

I went to use my card today and my purchase was declined. I tried several times it just kept saying insufficient funds. I finally tried to call and find out, once putting my info in the system I was told my account was closed and that I wouldn't be able to get another one in the near future. After several attempts it still not able to talk to TurboTax prepaid card customer service. I did however call turbo tax itself who instructed me to go on Facebook and message greendot. Which was very unprofessional if I must add. However once they contacted me they informed me that my money would go back to the state I live in, to the revenue service. I have no idea what suspicious activity they are referring to. Furthermore I was told I wouldn't receive any information via mail, or email, that my money would remain on my card but my card is in active indefinitely. I have been robbed! I'm not a thief I don't take from anybody and TurboTax and green dot will pay for this.

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Update by Shaunia
Jun 27, 2018 10:17 pm EDT

These people are liars and I haven’t heard a response yet!

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TurboTax Customer Reviews Overview

TurboTax is a popular tax preparation software that has received overwhelmingly positive reviews from users. The software is known for its user-friendly interface, comprehensive tax guidance, and accuracy. Many users appreciate the step-by-step guidance provided by TurboTax, which makes the tax preparation process less daunting. The software also offers a range of features, including the ability to import data from previous tax returns, automatic calculations, and error checking. Additionally, TurboTax offers excellent customer support, with many users praising the company's knowledgeable and helpful representatives. Overall, TurboTax is a highly recommended tax preparation software that offers a range of features and excellent customer support.

TurboTax In-depth Review

User-Friendliness:

Website Navigation: TurboTax's website is easy to navigate, with a clear and intuitive layout. Users can easily find the information they need and navigate through different sections without any confusion.

Account Creation Process: Creating an account on TurboTax is a simple and straightforward process. Users can quickly sign up and start using the platform to prepare their taxes.

Ease of Inputting Information: TurboTax makes it easy for users to input their tax information. The platform provides clear instructions and guides users through each step, ensuring that they don't miss any important details.

Clarity of Instructions: TurboTax provides clear and concise instructions throughout the tax preparation process. The instructions are easy to understand, even for users who are not familiar with tax terminology.

Features and Tools:

Tax Preparation Options: TurboTax offers a variety of tax preparation options to cater to different user needs. Whether you have a simple tax return or a more complex one, TurboTax has the tools and features to handle it.

Importing Data from Previous Years: TurboTax allows users to easily import their tax data from previous years, saving them time and effort. This feature ensures that users have access to their historical tax information without having to manually enter it again.

Error Checking and Audit Support: TurboTax's error checking feature helps users identify any potential errors or discrepancies in their tax return. Additionally, TurboTax provides audit support, giving users peace of mind in case they are audited by the IRS.

Access to Tax Experts: TurboTax provides users with access to tax experts who can answer their questions and provide guidance throughout the tax preparation process. This feature is particularly useful for users who have complex tax situations or need personalized assistance.

Pricing and Plans:

Free Version vs. Paid Versions: TurboTax offers a free version for users with simple tax returns. They also have paid versions with additional features and support for more complex tax situations. Users can choose the plan that best suits their needs and budget.

Cost of Additional Services: TurboTax offers additional services, such as live CPA review and expert advice, at an additional cost. The pricing for these services is transparent and users can decide whether they want to opt for them based on their individual requirements.

Value for Money: TurboTax provides excellent value for money, with its comprehensive features, user-friendly interface, and access to tax experts. Users can be confident that they are getting a reliable and efficient tax preparation solution at a reasonable price.

Customer Support:

Availability and Responsiveness: TurboTax's customer support is available throughout the tax season and is highly responsive. Users can expect timely assistance and support whenever they need it.

Channels of Communication (Phone, Chat, Email): TurboTax offers multiple channels of communication, including phone, chat, and email support. Users can choose the method that is most convenient for them to get in touch with the support team.

Knowledge and Expertise of Support Staff: TurboTax's support staff is knowledgeable and experienced in tax matters. They are able to provide accurate and helpful guidance to users, ensuring that their tax-related queries are resolved effectively.

Security and Privacy:

Data Encryption and Protection Measures: TurboTax employs robust data encryption and protection measures to ensure the security of users' personal and financial information. Users can trust that their data is safe and secure on the platform.

Privacy Policy and Data Sharing Practices: TurboTax has a transparent privacy policy that outlines how user data is collected, used, and shared. The platform respects user privacy and only shares data as necessary for tax preparation purposes.

Accuracy and Reliability:

Calculation Accuracy: TurboTax is known for its high calculation accuracy. The platform uses advanced algorithms and regularly updates its software to ensure that users' tax calculations are precise and error-free.

Up-to-Date Tax Laws and Regulations: TurboTax stays up-to-date with the latest tax laws and regulations, ensuring that users' tax returns are compliant with current requirements. Users can trust that TurboTax will accurately reflect any changes in tax laws that may affect their returns.

Reputation for Reliability: TurboTax has built a strong reputation for reliability over the years. Users can rely on the platform to provide accurate tax preparation tools and support, backed by a trusted brand in the industry.

Mobile Experience:

Mobile App Functionality: TurboTax's mobile app offers full functionality, allowing users to prepare and file their taxes on the go. The app is user-friendly and provides a seamless experience across different devices.

Compatibility with Different Devices: TurboTax's mobile app is compatible with a wide range of devices, including smartphones and tablets. Users can access their tax information and complete their returns from any device with ease.

User-Friendly Interface: TurboTax's mobile app has a user-friendly interface that is easy to navigate and use. Users can quickly find the features they need and complete their tax returns efficiently.

Additional Resources:

Educational Materials and Guides: TurboTax provides educational materials and guides to help users understand tax concepts and maximize their deductions. These resources are valuable for users who want to enhance their tax knowledge.

Tax Calculators and Estimators: TurboTax offers tax calculators and estimators to help users estimate their tax liability and plan their finances accordingly. These tools provide users with valuable insights into their tax situation.

Community Forums and Q&A Sections: TurboTax's community forums and Q&A sections allow users to interact with each other and seek advice from tax experts. Users can find answers to common tax-related questions and engage in discussions with fellow taxpayers.

Customer Reviews and Ratings:

Overall Customer Satisfaction: TurboTax has a high level of customer satisfaction, with many users praising its user-friendly interface, accuracy, and helpful customer support.

Positive and Negative Feedback: Users have provided positive feedback about TurboTax's ease of use, comprehensive features, and reliable calculations. Some users have expressed concerns about the cost of additional services.

Consistency of Positive Experiences: TurboTax consistently delivers positive experiences to its users, with many customers returning year after year to use the platform for their tax preparation needs.

Integration with Other Platforms:

Compatibility with Accounting Software: TurboTax seamlessly integrates with popular accounting software, allowing users to import their financial data directly into the tax preparation process. This integration saves users time and reduces the risk of errors.

Integration with Financial Institutions: TurboTax can securely connect with users' financial institutions to import their income and expense data. This integration streamlines the tax preparation process and ensures that users have all the necessary information for accurate tax filing.

Ease of Importing and Exporting Data: TurboTax makes it easy for users to import and export their tax data. Users can import data from various sources and export their completed tax returns in the required format for filing.

Refund and Payment Options:

Direct Deposit: TurboTax offers the option for users to receive their tax refunds through direct deposit, which is a convenient and secure method.

Payment Methods Accepted: TurboTax accepts various payment methods, including credit cards and debit cards, making it easy for users to pay for their tax preparation services.

Refund Processing Time: TurboTax processes tax refunds promptly, ensuring that users receive their refunds in a timely manner. The exact processing time may vary depending on the IRS and other factors.

Industry Reputation:

Comparison with Competitors: TurboTax is widely regarded as one of the leading tax preparation software providers. It offers a comprehensive set of features and tools that rival its competitors.

Awards and Recognitions: TurboTax has received numerous awards and recognitions for its excellence in the tax preparation industry. These accolades further validate its reputation as a trusted and reliable platform.

Trustworthiness and Credibility in the Industry: TurboTax has established itself as a trustworthy and credible brand in the tax preparation industry. Users can rely on TurboTax to provide accurate and reliable tax preparation solutions.

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