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Question

Why am I'm being charged for TurboTax Live Premium ($209) when I didn't use any Live services?

Forum|Forum|11 months ago
April 8, 2025
9 replies
0 views

I don't understand why they are charging this amount when I didn't use Live. Is there a customer service number I can call?

xmasbaby0

Employee

If you have not registered, paid or e-filed you can clear and start over in a lower version of the software.

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?uid=m6b26ost

https://turbotax.intuit.com/personal-taxes/online/free-edition.jsp

https://ttlc.intuit.com/turbotax-support/en-us/help-article/change-service-level/downgrade-lower-priced-version-turbotax-online/L2IDaMvkt_US_en_US?uid=m5ydiw67

**Disclaimer: Every effort has been made to offer the most correct information possible. The poster disclaims any legal responsibility for the accuracy of the information that is contained in this post.**

elro61Author

Will I lose all inputs I've done if I do as you suggest?

CatinaT1

Yes, clear and start over clears everything. Are you able to use the three steps below?

You can remove TurboTax Live as long as you haven't used the Tax Expert feature. Here's what to do:

With your tax return open, select File.
Proceed through the screens until you reach the Just a few steps left... screen, then select Start or Revisit next to Step 1: Review Your Order.
On the order summary screen, select Downgrade.

If you don't see Downgrade or already used the Tax Expert feature, you can clear your return and start over as long as you haven’t paid yet. After clearing your return, you can select the TurboTax product that best suits your needs.

Keep in mind: If you want to receive help from a tax expert, you’ll need to use TurboTax Live.

**Say "Thanks" by clicking the thumb icon in a post**Mark the post that answers your question by clicking on "Mark as Best Answer"

dinghyfiv

I am in the same situation and am totally pissed off, I do not need or want live assistance and have not used any 'live' feature, and I appear to be trapped in the exorbitant $209 federal fee for the premium LIVE version, I even waster one hour trying to switch to premium without live but I keep going into navigation loops. I have never consciously chosen a live option, have always declined Intuit's prompts to 'upgrade' so I dont know how I ended up here, it feels like a scam to me and I feel duped. I am wary to 'clear and start over' (it ought to allow to navigate without the live feature) because, besides wasting more time, I may well end up into the same trap. At this point I'll just give up on Turbotax and switch to FreeTaxUSA.

GrumpyMcGee

I am in the same boat as are likely thousands of others. There was no ability anywhere durning the step through process to change the version. Like you I also did not need or use Live services but needed to file do to time. This sounds like a class action lawsuit. I plan on talking to my legal team on Monday to see what steps I can take to make that happen. They need to offer refunds for anyone that did not use any of the live services but paid for them. I will also not be using them next year. I have used them for over a decade and feel cheated and deceived.

elro61Author

Hi,

The whole thing was very messy. I called the customer service number to complain, but the person I spoke to didn't understand my concern and she was heard to understand. She gave me a "code #" which reduced the Federal to $129, but I still wasn't satisfied since I didn't sign up for Live. I tried contacting TT via chat, but that was even worse. The person on chat gave me information on Obamacare!

Then I got an email from TT saying there may be an error in my 1099-INT info and they gave me another discount code. There was no error in my 1099-INT but I used link they provided and that brought my Federal down to about $90.

I don't understand what happened and the experience leaves me with a bad feeling about TT. I'm going to contact them next week.

mwpainter

Same as everyone else. I paid $119 in 2023, $129 last year (2024 filing for 2023), and when I went to check out just now I see that I'm being charged for a Live Premium version that I don't remember agreeing to, and I NEVER used the live feature while completing a rather complex tax return that includes both personal and business income/expenses. I can't justify clearing this whole thing out and starting over so I'm pretty much bent over having to pay for a service I didn't agree to and didn't use. Super disappointed in TurboTax and her's hoping for a goodwill refund or class-action lawsuit. What a scam.

mwpainter

Failed to mention I'm being charged $209, heck of a jump from the $129 I paid last year. I'm trying not to think about this b/c I'll just get more and more pissed.

Ajay V

$347 for filing Fed and CA tax when I did most of the work. I never intended to use the chat feature or expert review. Don't event know if there was an option to start without these features. This platform needs to be more transparent with it's fees, right off the bat. I would have paid far less to some expert doing my taxes with minimum effort from me. I am not coming back to this platform ever again. Such a ripoff.

SAM_sporty

They are becoming low life bait and switch old cars salesman mentality. You start the filing and the only option they offer you is the live $209 option. After all the work is done, they tell you you can opt for cheaper option if you start all over again.

Let us make sure that we switch to another platform next year.

GG78

I suggest filing a suit with the FTC and putting a hold on the transaction through your credit card. They were charged with fraudulent practices just over a year ago by the FTC and I would argue this qualifies under a similar scenario.

https://reportfraud.ftc.gov/

laura_d92346

Just did my daughter's taxes who is a complete 1040EZ. They're trying to charge her the $29 downgraded it and now they want over $100. Then I found out she has been paying the maximum amount over the last 8 years because she thought she had to. This is insanity they've been sued before for scamming people so if you're going to be doing a lawsuit let me know I'd be happy to join in and give you all the information. She's a waitress and earns less than $18,000 a year and they want to charge her almost $300 that's insanity.

joelg8r

Just had the same experience. I had to pay for this service although I always DIY. Have never used the extra services. This year was extra dubious! Totally unaware that you are getting scammed until you have finished and ready to file! Been using Turbotax for many years. They have shamelessly devolved into opportunist preditors now, it appears! After happily using them for over a decade... I am now currently researching alternatives for future filings. Anyone know a more upfront, honest way to file online??

JCinKC

I just had the same experience - stupid me paid and only realized when I saw the receipt. To add insult to injury, I was charged for "live" on two states too.... this feels very dubious. I take the blame as I should have paid better attention but this will be my last year with TurboTax, after 20+ years.

peters96

Same issue here. Nowhere on the website during checkout did it say TurboTax Live nor did it mention this when starting my file. I only noticed when I received the invoice. Sent an email to customer service for a partial refund and was denied. I had a feeling I should of used another service this year! Never again

Tlopez04

I was done the same way . I back to pay my TurboTax fee of $49 and when I returned, it said I owed $189-$209 and then it kicked it down to 169 and I did not ask for the live expert fee at all, that’s fraud

CatinaT1

Here is a link: How do I request a refund for my TurboTax product?

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Dfhrwm0

I was shocked when I looked at my credit card transactions and saw what I was charged ($159). Quite a jump from last year. I WANT A REFUND OF $20. My wife and I are seniors on fixed incomes and no state tax in Florida, some AT&T stock and a small pension. I been using them for 12 + years. Where is the senior discount? So, I sent a letter (See below). Their reply was as follows which was no help.

Here's an article that addresses the premium live charges and what to do:

https://ttlc.intuit.com/community/taxes/discussion/why-am-i-m-being-charged-for-turbotax-live-premium-209-when-i-didn-t-use-any-live-services/00/3638256

May 1, 2025

Consumer Tax Group. Intuit Inc.

2800 E. Commerce Center Place

Tucson, AZ 85706

ATT: Mr. Sandeep Aujla (EVP/CFO)

Thank you for your time.

Why has your company (Turbo-Tax) billed my credit card for $159.00 after they prepared my 2024 tax return? The return was accepted by the I.R.S. The $159 cost is a significant amount of money for two senior citizens on fixed incomes (please see our returns). It is a very simple return. Next year, I may have to consider going to our church to investigate getting a free preparation of my taxes return?

When I started “my taxes” on-line this year, I began by clicking the link on my Allstate Insurance email link the link offered a 20% discount for taxes done at Turbo-Tax. When I saw that I said, Great! That is my tax preparer! Unfortunately I did see any base price displayed. It turned out the base price for Turbo-Tax was $199. I assumed the price I would pay would be reasonable based on the last years.

I am a long time (15 years) customer/user of Turbo-Tax and have always had a simple tax-return. My wife and I live on Social Security and a small pension with a small amount of AT&T stock. It has been the same for the last few years. You can see that.

I called your customer service people. They were professional and accommodating. The agent said, they could try to give me a discounted price of $115 dollars. Thank you! Unfortunately my credit cart was still charged $159.

Turbo-Tax (your company) has raised your rates. I do appreciate the services you provide. You maintain my information from year to year and your electronic systems have saved me from time by retrieving the necessary data for filing my tax return (Stock, SSN, and pension). But, that is what I pay for and what I expected.

I still do not see the need for such a high price increase. Can a further credit be issued? You know what they say, “When you have a good experience you tell 2 people. When you have a bad one you tell 7”.

Thank you for your time. Your reply is appreciated.

RobertB4444

Here's how to review your fees in TurboTax online and figure out what you've been charged for.

Here's how to contact TurboTax if you were charged for something that you neither wanted or needed or used.

@Dfhrwm0

**Say "Thanks" by clicking the thumb icon in a post**Mark the post that answers your question by clicking on "Mark as Best Answer"

xmasbaby0

Employee

Suggestions for next year-----BEFORE you pay or e-file---carefully review all of the fees. If you are being charged for something you do not want or need, the time to make a change is before you file. You might even need to switch to a lower priced version if you inadvertently used a more expensive version than you wanted to use.

How can I see my TurboTax fees?

https://ttlc.intuit.com/turbotax-support/en-us/help-article/intuit-account-billing/review-fees-turbotax-online/L1XnIzgzg_US_en_US?uid=m682vq7k

If your TurboTax fees are higher than expected, you can reduce them by removing add-ons (BEFORE you e-file) :

Or—-Use this IRS site for other ways to file for free. There are 8 free software versions available from the IRS Free File site

https://apps.irs.gov/app/freeFile/

Or—if you live in certain states you may be eligible to use the new IRS Direct File

In Filing Season 2025, Direct File will be available in Alaska, Arizona, California, Connecticut, Florida, Idaho, Kansas, Maine, Maryland, Massachusetts, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, Oregon, Pennsylvania, South Dakota, Tennessee, Texas, Washington, Wisconsin, and Wyoming.

https://directfile.irs.gov/

https://home.treasury.gov/news/press-releases/jy2629

Help for taxpayers Volunteer Income Tax Assistance VITA

Income below $58,000

https://www.benefits.gov/benefit/1543/

https://www.irs.gov/individuals/free-tax-return-preparation-for-qualifying-taxpayers