ESCALATION TO TURBOTAX MANAGEMENT - PLEASE HELP

Forum|Forum|4 years ago
March 31, 2022
1 reply
0 views

i NEED some help here. customer service on the phone, several representatives, are clueless, even with scren sharing. I get the following message when i try to enter my credit card info to pay "Oops. We’re having a little trouble processing your billing information. Please select "contact us" from the help panel to speak with an expert to assist you" . .....WHEN I SELECT pay with my federal return instead and try to file, i get the message "YOUR TRANSMISSION DIDN'T GO THROUGH...A server problem occured while processing the transfer. please try to efile again"..........i have tried multiple browsers, my phone, multiple credit cards. THERE IS SOMETHING WRONG WITH MY ACCOUNT or something. please help!

TurboTax Premier Online

taxlady28

Those agents are clueless and their managers may be too. Here is what you have to do:

Call customer service after 11:00 AM eastern time. The billing department is in Mountain time and only open M-F 9:00 AM to 4:00 PM Mountain Time. Ask to speak with the department that handles billing errors. If they say that they can't transfer, then ask for a manager to call back. But don't take No for an answer, even if a manager tells you no. The billing department has a hold on your account and only they can remove it.

paul-j-heckmanAuthor

wow that is unbelievable. yes they are clueless! I have spent about 4 hours on this today!

Thank you so much for your help. This has just been the worst day ever...

taxlady28

Once you get the right department, they should have it fixed in a few minutes. Sorry you went through this, but glad I saw you post and was able to help.