Complaints

This profile includes complaints for Intuit, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Intuit, Inc.

  PO Box 7850 Mountain View, CA 94039-7850

• 

  Intuit

  30 Rockefeller Plz Ste 4250 New York, NY 10112-0015

• 

  Intuit, Inc.

  Rockville, MD 20814

• 

  Intuit, Inc.

  PO Box 84020 Columbus, GA 31908

• 

  Intuit Rebate Center

  P.O. Box 540050 EL PASO, TX 88554

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  E: TurboTax Software Failure & Unjustified Charges - Refund Required To Whom It May Concern,On 4/11/2025, I (credit card ending with 5722) was charged $245.26 across five transactions by TurboTax, as detailed in the attached "TurboTax five charges.png". However, TurboTax software failed to transmit my tax return electronically, displaying an error message "Your Transmission Didn't Go Through" (see "Turbotax Software NOT working.jpg").Since the core functionality of e-filing was not delivered due to TurboTax software's malfunction, these charges are unjustified. I request a full refund of $245.26 immediately.Sincerely,******* ***** ********** Five transactionss:Order number: QSTCC311874569 $63.98 Order number: TTDCC334221375 $42.66 Order number: TTDCC334171280 $42.66 Order number: TTDCC334281319 $47.98 Order number: TTDCC334091252 $47.98

  Business Response

  Date: 06/11/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of ******* *****. We appreciate the opportunity to respond.
  
  We reviewed ******* ******* issue and processed a refund of $150 for orders ending in 4569- SFDC05399654; Order# ending in 1319-SFDC05399655; Order# ending in 1252- SFDC05399657.
  
  We thank ******* ***** for bringing this matter to our attention and the opportunity to assist.
  
  Regards,
  Office of the President
  Intuit

• Initial Complaint

  Date:06/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Title: Charged $139.52 by TurboTax for Failed Amended Return FilingComplaint Description:I attempted to amend my 2023 tax return using TurboTax due to a misunderstanding on my part regarding my previously filed return.After completing the amendment process, I was charged $139.52. However, the amended return failed to file and was not accepted by the ***, citing a transmission error due to a duplicate Social Security number. In other words, the filing did not go through, and no service was ultimately rendered.Despite this failure, I was still charged the full amount. I contacted TurboTax for assistance but have yet to receive a resolution or a refund.I am requesting a full refund of $139.52, as I paid for a service that did not succeed due to system limitations or lack of adequate safeguards preventing such duplicate filings.I expect TurboTax to take responsibility for ensuring that customers are not charged when a tax filing fails. I am open to resolving this directly, but I am prepared to escalate further if needed.Desired Resolution: Full refund of $139.52 for the failed tax amendment ************** Info:******* ********* *******************************

  Business Response

  Date: 06/12/2025

  To Whom It May Concern,

  We have been in contact with ******* ********* and have provided the requested refund. Thank you for allowing us the opportunity to assist with this matter.

  Office of the President - Intuit

  Customer Answer

  Date: 06/14/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:06/07/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was using Quickbooks Payments (Merchant Account). I applied and was approved for the Payments account. I created an invoice to invoice my customer. Customer paid invoice of *************************** then kept cancelling my account, so I applied again 4 different times, as I thought it was an issue on my end. This is an example of the emails I have "Your account has been closed successfully We wanted to let you know that your QuickBooks Payments account ending in 4997 has been closed.If you didn't request these changes or have additional questions, give us a call at ************. We're happy to help."As you can see, the email gives no reason for closing, nor does it identified what is required of **** have called their customer support and have spent no less than 3 hours on the phone with them. ***************** says that "The account was closed because of business decisions". **************** says they cannot tell me any more than that. That the decisions are made above them and that's all they know. I ask them to email me our conversation confirming what they told me over the phone, but they said that they cannot do that, due to company *********, they wont tell me why they close my account(s), nor will they tell me what or how to rectify my Payments Account *********************** Account).Finally, I asked them about the money that was paid to me, through invoice, from my customer. ******************** said that they will hold onto the funds for up to 180 days.I am a small business that just started and for Intuit to hold my money for 180 days for no reason that they can explain, perplexes me. I have business to get running and losing out on $2,000 sets me back.I wish I could fully articulate my frustration with Intuit and their policy of not telling customers how/what they need to do to fix issues, and why they don't release funds to either the customer or vender.This whole situation makes me look like a scammer to my customer and has potentially sown distrust in our relationship.

  Business Response

  Date: 06/13/2025

  To whom it may concern,
  
  Saykham Keophalychanh Intuit Payment's account was closed as a business decision, and the funds are being held for risk mitigation. The terms surrounding Intuit Payment accounts can be found here https://www.intuit.com/legal/terms/en-us/quickbooks/online/. 
  
  Respectfully,
  Intuit's Office of the President

  Customer Answer

  Date: 06/14/2025

   
  
  Complaint: 23437801
  
  
  
  I am rejecting this response because: Below is my response to Intuit.

  "Intuit’s payment processing services are designed for low-risk clients". If that's the case, then why not tell me that from the get go? Why even approve my account?
  
  "After a thorough review of your accounts and applications, the business decision was made to close your accounts". AND STILL, no reason was given, other than it was a "business decision". No reason, no explanation. I am not afforded an opportunity to rectify or correct any possible errors in my account(s).
  
  "our policy requires us to hold these funds for additional risk mitigation". What risk is there to you or the customer? If the customer were to dispute anything, it would be to have their funds refunded to them. So, then why can't the funds be released to them now, so that I can complete my business transaction with them? It doesn't make any rational sense to me. Now as a small business I have to have this situation to navigate while still trying to establish and grow my business. 
  
  What I should have done, is do more research into Intuit's business practices. As you give customers no reasons and no avenues to fix these types of issues and simply hold money hostage. Now Intuit gets to hold on to large accumulated sums of money that they get to gain interest on. Snakes, you all are.
  
  Now that I've had this situation occur and seeing how many similar complaints there are to mine, I wish I had never done or started any services with Intuit. I will steer any and all friends, family, business associates, and strangers to other businesses with better practices and customers.

  
  
  
  Sincerely,
  
  
  
  Saykham Keophalychanh

  Business Response

  Date: 06/19/2025

  To whom it may concern,
  
  We received the additional information forwarded to our office on behalf of Saykham Keophalychanh, thank you for the opportunity to respond. 
  
  Intuit Payments is a low risk payment processing provider. Per our terms of service, we reserve the right to hold funds for review at any time at our discretion. Additionally, it states "You agree that we shall have the right to hold funds in such Reserve Account as long as we deem necessary." More information can be found here  https://www.intuit.com/legal/terms/en-us/quickbooks/online/. 
  
  We stand by our previous response, and our policy and have no further information to provide on this matter. 
  
  Respectfully,
  Intuit
  
  

  Customer Answer

  Date: 06/27/2025

   
  
  Complaint: 23437801
  
  
  
  I am rejecting this response because: That's a load of bull. "You agree that we shall have the right to hold funds in such Reserve Account as long as we deem necessary.". You get to hold on to money that isn't your for an indeterminant/indefinite amount of time "at your discretion". The customer or myself doesn't any recourse to get the money returned to the customer. Mafia tactics. 
  

  This is an ongoing issue that has been happening to people for years.

  Reference: 

  https://www.reddit.com/r/smallbusiness/comments/149nc1x/quickbooks_payment_holding_my_funds_not_sure_what/

  https://quickbooks.intuit.com/learn-support/en-us/banking/why-is-my-deposit-on-hold/00/1297191

  https://www.reddit.com/r/QuickBooks/comments/11jgzsi/qbo_is_holding_a_customers_funds_from_me_what_next/

  https://quickbooks.intuit.com/learn-support/en-us/banking/holding-my-funds-for-deposit/00/653421

  Sincerely,
  
  
  
  Saykham Keophalychanh

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid TurboTax to file my 2024 tax return on 2/6/25 to lock in the cheapest rate. There was one more form that they had to create and they said it would be done within the week. It was not. Other tax preparers had the form ready for filing within the week, but the TurboTax system said they still didn't have it and would not allow me to file my taxes through them. So, I requested a refund both online and by phone, and went to H&R Block to file my 2024 taxes. Since then I have not received a refund after numerous attempts to request one. Clearly they can see that I did not file my taxes through them and did not use their service. I have been a loyal customer of theirs for many many years and I thought their **************** would be better this.

  Business Response

  Date: 06/17/2025

  To whom it may concern,

  We received the complaint forwarded on behalf of ******** *********. We appreciate the opportunity to respond.

  We've reviewed ********** concern and refund request SFDC05399513 has been processed for $70.20.

  We thank ******** for bringing this matter to our attention and the opportunity to assist.

  Regards,
  Office of the President
  Intuit

  Customer Answer

  Date: 06/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My transactions started on 2/14/2025 with Turbo Tax. I paid $29.95 for a simple tax form. I originally filed single, and my federal taxes were approved showing I owed $1000 plus dollars. I couldn't believe this, so I spoke with someone who advised me to amend my return and change my status to married filing jointly. Me and my husband have always filed married jointly but he was not getting his w-2 in a timely fashion so that is why I initially filed single. Also for 23 years we've been married we've never filed late or owed money. In order to do the amendment Turbo Tax charged me over $200, I had to do what I had to do so I paid for it using my credit card. No objection, our taxes needed to be done and correct. I made these corrections on 04/14/2025 but could not get federal approval for the new amended return. I immediately called Turbo Tax and was on the phone with an agent who had no idea how to help me, we were on the phone for over 2 hours then she told me to call on the 15th and someone would help me. I called on the 15 and was supposedly put on with a pro who also could not resolve my problem. I went to bed that night anxious and upset because my taxes were a mess and now late. I called Turbo Tax again and the *** was very rude and condescending, she circled something on the screen and kept telling me my amendment was accepted, and she didn't realize why I was calling. I never received am email from the *** stating my Federal was accepted so I called the ***. They told me it was too soon to figure this out but send in the amount owed for the amended return, which was $630, I did that on 5/9/25. This week I received a letter from the *** stating I owe over $1000 plus interest. I called Turbo Tax on Tues. 6/3/25 and spoke with ***** and asked for help on providing me a refund. She went over my account for almost an hour and stated I wouldn't get a refund because I got service. My taxes are a mess, we make $65,000 combined, I did not recieve a pro service.

  Business Response

  Date: 06/09/2025

  To whom it may concern,
  
  We have received the complaint forwarded to us on behalf of **** *******. We appreciate the opportunity to respond and assist in this matter.
  
  Upon reviewing the case, we have provided guidance on how to file the amended return again if necessary, advised **** to request an extension from the *** to prevent any collection processes from starting, ensured that **** received a copy of the real amended return and instructed her on how to check the status of her amended return with the **** and have issued a refund for the product fees to **** as a courtesy for the inconvenience.

  Thank you for bringing this matter to our attention, and we are grateful for the opportunity to make things right.
  
  Regards,
  Office of the President
  Intuit

  Customer Answer

  Date: 06/09/2025

   
  Better Business Bureau:
  

  Thank you so much for helping me. I had a very positive experience. ******* from Intuit called me and went above and beyond to help me and resolve our issues with our amended tax return. She was very professional and I am less anxious after speaking with her this afternoon. We are very grateful for her time and help.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 16, 2025, Intuit incorrectly charged my checking account $263.00. I have made several attempts to resolve this matter through phone support, but unfortunately, my experience has only added to my ************** particular, my interaction with an escalation department representative named ***** was extremely upsetting. It felt as though my phone number had been effectively blocked from reaching other representatives, as ***** repeatedly refused to transfer my call when I requested it. Despite my polite insistence that I speak with someone else, she stated that she would not transfer the call, claiming that she was already part of the escalation team.What made the experience even more distressing was the tone and demeanor she used throughout the conversation. ***** employed sarcastic remarks and made statements that came across as disingenuous and mocking, such as saying she was on my side while simultaneously minimizing my concerns. When I expressed that I felt mistreated, she continued to speak in a way that felt taunting and emotionally manipulative, using what I can only describe as fake empathy.This interaction left me feeling bullied, dismissed, and taken advantage ofespecially considering I was trying to resolve an unauthorized charge on my account. It is unacceptable for a representative, particularly from an escalation team, to treat a customer this way.I will also be disputing the charge through my credit union and have decided I will no longer do business with Intuit. I hope this complaint is taken seriously, as no customer should be made to feel the way I did during that call.

  Business Response

  Date: 06/06/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We contacted Ms. **** and explained that our records show she was promised a refund of $60.00 as a courtesy for TurboTax fees. Normally these fees are not refundable. Check Number ******** was issued on May 30, 2025, she should receive it within 5-7 business days and it was mailed to:
  

  ******** ****
  ***********************************************************************************

   

  Respectfully, 

  *****
  Case Manager | Office of the President

• Initial Complaint

  Date:06/04/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello we are a customer with quick book for an online bookkeeper for all of transaction .We been with them for a 5 years then we decide to go with intuit for payroll .So every month something went wrong but the situation cause us to cancel the service and i asking for some of my money back when the services we not handling correct .The main two was when they cancel my subscription for them going in to an account that was not being used but i was set up with the book keep portal they change over my account then went into the wrong one .... .causing a fee to my account .Then my independent contractor was not able to get paid every ****** the main reason is the teller inform intuit inform me that my independent contractor has access to my whole payroll they can see EVERYTHING...So they cancel my subscription because we call and ask them why couldnt we run payroll again because they did this before and the say there was no payment and the payment was tooking already i have receipt they day they saying they couldnt get into the account for there payment So they went in cancel and this is to much for a payroll that i only been with for 5 months . Can someone please assistance me Thank you.

  Business Response

  Date: 06/06/2025

  To whom it may concern,
  
  We received the complaint forwarded to us on behalf of ******* *******. We appreciate the opportunity to respond.
  
  We reviewed Shontae's issue regarding her experience with recurring issues in our QuickBooks payroll service. Upon our investigation, we have refunded ******* the remaining amount of their payroll fees. Additionally, we ensured her payroll service was fully canceled and addressed any additional concerns that were brought to our attention.
  
  We thank ******* for bringing this matter to our attention and the opportunity to assist.
  
  Office of the President
  Intuit

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My business received an invoice sent to me from a vendor through Intuit QuickBooks on 5/21/25. I paid that invoice using the Intuit QuickBooks link on 5/23/25. The funds ($150,000) were deducted from my bank account by via a draft from QuickBooks. QuickBooks has been holding these funds and will not release them to the vendor that I tried to pay. The vendor that I tried to pay and I have spent hours on the phone with the team at QuickBooks. We have provided all of the underlying information that they requested, and I have confirmed that this amount was owed and that I intended to pay. QuickBooks says that they will not release the fund to my vendor and will not refund them to me. They are telling me that I need to initiate a charge back from my bank (even though the charge was valid and my payment was intended). QuickBooks is telling me that once I try to charge this back, they will have up to 10 business days to review and decide what to do. Decide what to do? I paid a vendor, and Quickbooks has diverted the funds into their own accounts, they refuse to put the payment through and cannot tell me when or if they will refund them to me. In the meantime, I have a vendor I have not been able to pay, and I am out over $150,000 with no timeline for getting my own funds back. This is creating financial hardship for me and my vendor, while QuickBooks is reaping the benefit of holding my money for an indeterminate period of time.

  Business Response

  Date: 06/13/2025

  To whom it may concern,
  
  We worked with Jeffrey Escuder and addressed his concerns. 
  
  Respectfully,
  Intuit's Office of the President

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I renewed my subscription with 2024 QuickBooks Desktop Pro Plus and Enhanced payroll on June 2, 2025. When I went in to my QuickBooks I followed direction to what I was told to do, QuickBooks is not syncing with intuit. I am not getting any updates and for 2 days I have been speaking to numerous people who keep shifting me from person to person. I have been an accounting firm for 33 years and I need this to work. Between my IT person and myself this is costing me money. I have lost over $4000. in 2 days because if this and I am irate. Last night they asked me to contact QuickBooks again today. I need to speak to someone that speaks good English and has knowledge of what needs to be done. I can not go another day without this being attended to, I have deadlines and payroll that need to be done for my clients. It's bad enough the subscriptions are over $2000. but to have them not working correctly and not getting the proper help is NOT acceptable. If this is not done immediately, my assistant and I will lose all access to QuickBooks by the end of the week.

  Business Response

  Date: 06/09/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. We attempted to work with Ms. ******* but we never heard back from her. We can still help her. If she still needs assistance, we told her to feel free to reach back out to us using this form: ************************************************************************************************************************************************************* . 

  Respectfully, 

  *****

  Case Manager | Office of the President

   

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: May 31, 2025 Amount Paid: $84.53 (TurboTax Live Basic 2024)Order Number: TTWC5ED135892397 Payment Method: Mastercard ending in 4252 Case Number (from support email): #********** I was charged for TurboTax ****** services through Intuit on May 31, 2025. The charge was not made intentionallyI did not knowingly authorize or finalize the purchase. I reached out to TurboTax customer support immediately after noticing the charge to explain that it was made in error and to request a ************** denied my refund request, citing an internal policy that considers the product used upon payment, regardless of whether the tax return was filed, printed, or even submitted. This policy fails to account for accidental purchases like mine, and I was offered no flexibility or meaningful resolution.I then disputed the charge through my credit card provider (***** Card issued by *************************), who investigated and ruled in my favor, issuing a full refund. Intuit did not provide this refundthey refused to take any action, even though their system allowed a mistaken payment to be processed and locked behind a no-refund wall.This complaint is not about the refund itselfI have received it through my card issuer. This is about Intuits refusal to take accountability, their unreasonably inflexible policy, and their lack of response when presented with a clear accidental transaction.A company should not retain funds from accidental charges under the guise of policy. I believe Intuit should review and revise how they handle refund requests that fall outside normal usage cases, and I want this complaint recorded as evidence of their poor customer service handling.

  Business Response

  Date: 06/11/2025

  To whom it may concern, 
  
  ******* ******** disputed the payment with his bank prior to our offices involvement. He stated his concern was resolved through this, and needed no further contact from Intuit.
  
  Respectfully,
  Intuit's Office of the President