Not quite a pittable complaint. I logged into TurboTax to complete my rather simple return. No moving expenses, no home office, no business gains or losses, all standard deductions, and some rather small dividends (most less than $5) This triggered an inscrutable error message during the system’s check of the return for completeness and such. It was not in the help database. I checked.
I contacted the help line. It’s a callback service, “no waiting on hold!” the page crows. Yeah right. No waiting on hold to get the “technical” rep who can’t answer this kind of question. She just popped me right over into the “tax” queue. No music, no “your call is important to us” message every twenty seconds. After a half-hour, I hung up. Called in, technical rep, shoved in the tax queue again. This time, music and the “your call” message only once every 3 minutes.
Ninety minutes later, the rep comes on, verifies I’m me, and tells me she knows exactly what the problem is without me saying anything: in the dividends entries are zeroes. TurboTax doesn’t like that. Zeroes cause errors. I didn’t enter the zeroes. TurboTax downloaded the dividend info from my broker directly and should know not to use zeroes. She told me she got this a lot. I guess those MBA’s in the corner office don’t realize their “saving a few bucks on not telling the first-line reps about a pretty widespread problem with a simple solution” and waste a couple hours of my time is making me think about using something else next year.
Oh, but it gets better. I want to print my return and mail it to save the, what, $35 to e-file. I had to keep refusing the “premium package” on every turn. It’s worse than Best Buy had been in the past trying to collar you into buying an extended warranty. I got to the billing page, it had only the prep fee. Great. A few minutes later I see the invoice in the e-mail. They charged me for the bloody premium package! Calling back, they can’t do anything until for 24 hours because the invoice hasn’t posted yet. What? I have to call back tomorrow about this time? Seriously.
I hope they don’t wonder why I’m running willingly into TaxAct’s open arms.