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, Inc.

  Rockville, MD 20814

• 

  Intuit, Inc.

  PO Box 810032 Boca Raton, FL 33481-0032

• 

  Paytrust

  PO Box 7236 Sioux Falls, SD 57117-7236

• 

  Intuit, Inc.

  PO Box 84020 Columbus, GA 31908

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:05/27/2025

  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.

  We filed our 2024 taxes using TurboTax in February 2025. At that time, we authorized a specific payment amount to be deducted from our refund to cover the cost of filing. However, when the taxes were finalized, the amount withdrawn from our refund was higher than what we initially approved.We were not informed of this increase in advance, nor did we consent to a higher ********* make matters worse, at the end of May 2025, TurboTax/Intuit withdrew money directly from our bank account without any prior notice or authorization. This was a completely unauthorized charge.We immediately contacted our bank and disputed the charge. However, Intuit is now contesting the dispute, despite the fact that we never approved this bank withdrawal, and our original agreement was to pay from our tax refund.This behavior is unethical and unacceptable. We believe this constitutes unauthorized access to our bank account, and we are requesting a full refund of the amount withdrawn in May and for Intuit to cease any further attempts to charge our account without our explicit written consent.

  Business Response

  Date: 05/30/2025

  To Whom It May Concern, 

  Thank you for the opportunity to respond. Our records show that Mr. ************* tax refund, after adjustment, was either insufficient to pay the amount due for TurboTax fees or was delayed more than a month beyond the expected tax refund date.  Although we have no way of knowing, the *** may have adjusted his refund to satisfy existing debts including child support, back taxes, student loans and state taxes, among other reasons.  

  When Mr. *********************** up for the ************************ he provided us with his bank account information and consented to allowing Intuit (through its processor) to debit his bank account in the event the final refund was delayed or insufficient to cover the fees for TurboTax products and services therefore we automatically debited his bank account. Customers cannot use the ************************* without consenting to the terms are agreeing and accepting the terms and conditions of this Agreement.

  In addition, by clicking the "I Agree" he electronically signed and authorized Intuit (through its third party processor) to debit the TurboTax Fees, Additional Products and Services Purchased and any applicable sales tax from his bank account number, in the event that he does not receive a tax refund that is sufficient to pay for them.

  Prior to withdrawing funds, Mr. *********** was sent three separate e-mails telling him when the debit would occur and giving him instructions on how to make alternative payment arrangements.  Fees are withdrawn only if the customer fails to respond to any of the three e-mails. The *** has no way of knowing what a customers ********************** fees are, nor do they make payments directly to Intuit or TurboTax.  Any amount withheld by the *** is for other reasons and not for TurboTax fees. The TurboTax fees are valid.

  If he has any future questions or concerns, he can visit ********************************************. We have resources, frequently asked questions, and experts standing by to help.

  Respectfully, 

  *****

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

• Initial Complaint

  Date:05/27/2025

  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.

  Turbo tax conned me into using their tax system with pay them by federal refund and the state took all the refund and they are still trying to bill me for the tax service $177 and no one there is willing to help and always rude

  Business Response

  Date: 06/05/2025

  To whom it may concern,
  
  We worked directly with **** ********** regarding her TurboTax order. Customers are provided two payment methods at the time of check out. They can either choose  to pay with a card, or out of their Federal tax refund using our refund processing services. When the refund processing service is select, there are several screens that must be reviewed and terms that are agreed to prior to proceeding with the filing and payment. 
  
  Ms. Grindstaff  selected this payment method, and agreed to the terms that accompany it, which includes her bank account being debited the fees if her federal tax refund is delayed or otherwise not sufficient to cover the cost. Please see the below customer facing articles that pertain to this matter. 
  
  "Can I pay with my refund?"
  ***********************************************************************************************************************************************************************************
  
  
  "Why was my bank account auto-debited for TurboTax fees?"
  **************************************************************************************************************************************************************************************************************
  
  Respectfully,
  Intuit's Office of the President

• Initial Complaint

  Date:05/26/2025

  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.

  I use QuickBooks (Intuit) for payment processing in my business. A client filed a fraudulent dispute, but I was never notified of it. QuickBooks withdrew $500 from my business bank account without warning and has continued attempting to withdraw an additional $500, triggering 15 return item fees of $36 each (totaling $540), along with two $25 dispute-related fees.I called multiple times, and each time I was told the case would be escalated and the resolution center would be corrected so I could upload my documents but I never received a callback, update, or way to defend myself. This has happened before with another dispute earlier this year, and despite escalating to a supervisor, I again received no follow-up and lost that dispute as well.QuickBooks has failed to provide a consistent process for merchants to respond to chargebacks and has cost me hundreds of dollars in unjustified fees. Their lack of communication and support has created a financial burden on my business and caused extreme frustration.This is a serious issue that needs urgent attention, and I am requesting reimbursement and a halt to unauthorized debits from my account.

  Business Response

  Date: 06/01/2025

  Better Business Bureau of **************
  **************************
  ******************
  
  Re: Complaint # ******** ***** *****

  
  To Whom It May Concern:

  
  We received the complaint your office forwarded to Intuit on behalf of ***** ***** regarding disputed charges of unauthorized withdrawals from their QuickBooks business account. Thank you for the opportunity to respond.

  ***** also directly contacted our executive office on 5/26 and we engaged with her same day to follow up on her issue. While her case with our office is still ongoing, the source of the issue was a miscommunication with email documents not being sent to the email we have on file for Samia.  We have resolved the email issue and forwarded her the communications & documents we previously sent regarding the charges to her account. We are currently investigating her previous contacts with our support team to understand where the communication gap occurred when she initially inquired for information. 

  We plan to communicate again with ***** on 6/2 with an update on the funds due. At this stage, ***** is happy to be working with our office to resolve her concerns.

   

  Sincerely,

  Office of the President

  Intuit

   

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23379557
  
  I am rejecting this response because:

   

  BBB Case Response ***** ***** vs. Intuit QuickBooks
  
  
  Im writing to formally respond within the 10-day window for my complaint against QuickBooks. I remain extremely dissatisfied with the handling of my account, and Im providing this update to clarify key facts and request appropriate compensation for the damages Ive suffered.
  
  
  One representative, ******, claimed she had resent a dispute notification email, suggesting the failure to receive the original message was not a system issue. However, upon review, I confirmed that:
  
  
  The original dispute notification should have come from ****************************************************.
  Ashley forwarded an email from ********************************* and attempted to pass it off as the original.
  Once I confronted her with this discrepancy, she backtracked on her claim.
  
  
  
  
  I also made it clear that I routinely receive emails from other Intuit addresses, including marketing and account updates, but have never received notifications from ***************************** despite checking spam and inbox folders daily. There have been no blocks or filters on my end. Ive complained about this failure to receive dispute emails on multiple occasions.
  
  
  Despite being a loyal customer for over four years, Ive experienced:
  
  
  Failure to notify me of multiple disputes, resulting in financial loss
  $540 in overdraft/return fees from my bank due to QuickBooks repeated attempts to pull funds
  Dismissive and unprofessional treatment from agents, including missing call notes since 2022 and dropped calls
  
  
  
  
  I am requesting the following:
  
  
  Reimbursement of $540 in bank fees
  A written statement for my bank explaining these system failures
  Confirmation of account closure once resolution is complete
  
  
  
  
  I have also submitted a formal complaint to the Tennessee Attorney General due to the systemic issues and financial harm caused by QuickBooks.
  
  
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/10/2025

  To whom it may concern,
  
  This message is in response to Samia's rejection of our previous response. The latest is as follows:
  
  
  ***** was notified on 6/4/2025 by Intuit's risk specialist the following information:
  
  To clarify our conversation, our records indicate that emails were indeed sent regarding the disputed payments,and as such, we cannot issue documentation that states otherwise.
  
  When a payment dispute occurs, we are obligated to debit and hold the funds until the card-issuing bank reaches a final decision. We recognize that this process can sometimes lead to unexpected financial impacts. Please be aware that any overdraft or insufficient fund fees charged by your bank are at their discretion, and QuickBooks Payments is unable to reimburse these charges.
  
  Regarding the recent disputed payments, we forwarded all supporting documents we received to the card-issuing bank on May 29, 2025.
  
  The final decision rests with them and can take up to 50 days to be determined. Their assessment will be based on the information provided by both you and the cardholder.
  
  
  Pertaining to *****'s outstanding requests:
  
  Reimbursement of $540 in bank fees
      -Intuit does not reimburse 3rd party fees. These are charged at the bank's discretion.
  A written statement for my bank explaining these system failures
      -We cannot provide a written statement to the bank explaining failures because it is outlined in our merchant agreement that once a chargeback is received we will attempt to debit. This was previously explained to *****.
  Confirmation of account closure once resolution is complete
      -Intuit has offered to reach back out once the final dispute has resolved and confirm closure of her merchant account.
  
  
  We acknowledge there may have been difficulties with our support team on issues, such as missing call notes and dropped calls. When an escalation is received by the Office of the President, we conduct a thorough review of the customer's previous contacts with support and provide the necessary feedback to agents and managers to improve the experience.
  
  We have not heard from ***** since 6/3 after providing the above response.
  
  Thank you.
  Intuit's Office of the President

• Initial Complaint

  Date:05/26/2025

  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.

  Intuit Turbotax charged one of my credit cards for $342.40 on 15 March 2025. I did not request anything from Turbotax nor have I received anything. I called the company several times to obtain a refund, but each time, the customer service representative said that they could find no record of a transaction.I would like Turbotax to refund $342.40.

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,

  We've been in contact with ***** ********* and have advised that he disputes the charge with his bank. We're unable to find any charges in our system. Thank you for allowing us the opportunity to assist with this matter.

  Office of the President - Intuit

• Initial Complaint

  Date:05/25/2025

  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 requested a refund for a TurboTax product. I was told the refund was approved but I have not yet received the refund.

  Business Response

  Date: 06/13/2025

  To whom it may concern,

  We received the complaint forwarded on behalf of ***** ****.

  We've reviewed ******* issue and have reissued a refund check to them. ***** confirmed receipt of the check as of 6/13.

  We thank ***** for giving us an opportunity to address their concern.

  Regards,
  Office of the President
  Intuit

• Initial Complaint

  Date:05/23/2025

  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.

  In December 2022, my husband's small business, ************** transitioned from QuickBooks Desktop to QuickBooks Online with guidance from QuickBooks support staff. Unfortunately, I was unaware that our QuickBooks Desktop annual service and monthly payroll subscription were not canceled during the ************* a result, we have been charged for both QuickBooks Online (including Core ******* and per-person charges) and for the unused QuickBooks Desktop and ******* services for nearly three years. Despite being an active and paying QuickBooks Online customer, ******************** was only willing to refund the most recent charges and refused to address the broader issue.While I understand our responsibility to monitor recurring charges, I also believe QuickBooks has a duty to prevent duplicate billingespecially when no activity has occurred in the legacy product. I asked for the matter to be escalated, but the representative told me that was beyond her control.************* is a small business with limited administrative capacity. Its disappointing that a large company like Intuit would take advantage of that by continuing to charge for services we clearly no longer use.

  Business Response

  Date: 05/29/2025

  To Whom It May Concern,

  We've reached out to ****** ******* and have provided a full refund. Thank you for allowing us the opportunity to assist with this matter.

  Office of the President - Intuit

  Customer Answer

  Date: 06/02/2025

   
  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. I appreciate the timeliness of Intuits response and the goodwill in extending a full refund. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/23/2025

  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.

  As I have previously over several years, I have used this format to file my taxes. I only use one system and never have used the ones requiring their assistance which I was charged this time. I was charged $91.80 which included an additional $49. I filed accordingly using their system. I received an email from Intuit on 2/21/25 stating that my returns had been accepted by the ***. Initially, as in the past, the charges were always deducted from my refund and I received the difference. Now, as of 5/23/25, I have yet to receive my refund but yet have had the full $91.80 deducted from my bank account. I constantly reach out to the *** only to be told it is still being reviewed. I have called several times including once when I was given an incident # ********** to no avail. Is it fair that I'm charged extra for a benefit I did not select and having to wait for my refund from using Intuit system? I have never complained about incidents in the past where it appeared I was double charged but this is time, this is not acceptable. I have appealed the charge as suggested only to be denied without any reasons given. I have learned my ****** this time and I will never use Intuit in the future and will alert others of my experience. Not ok to be charged for something that did not materialized what their system promised. .

  Business Response

  Date: 05/28/2025

  To whom it may concern,

  Our office has contacted Mr. ****** and worked with them to address their concerns.
  If they should need further assistance, please visit us at *********************************************.

  Sincerely,

  Intuit's Office of the President 

• Initial Complaint

  Date:05/23/2025

  Type:Delivery 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.

  Turbo Tax incorrectly charge me $567.27 as a ************* and wouldn't reimburse me or let me file my taxes correctly as a LLC. I was told in order to file as a LLC. I would have to pay them an additional amount and the would credit me any of the $567.27.I'm requesting full reimbursement for the ************* charge. In addition, I would like to file my LLC tax form, in which I will pay accordingly.

  Business Response

  Date: 05/27/2025

  To whom it may concern,
   
  We received the complaint forwarded to us on behalf of **** *************. We appreciate the opportunity to respond.
   
  We reviewed Mr. ************* issue of incorrect tax filing for their company using TurboTax. We have assisted Mr. ************* with this concern and provided him a full refund. 
  
  We thank Mr. ************* for bringing this matter to our attention and the opportunity to assist. 
   
  Office of the President
  Intuit
  

• Initial Complaint

  Date:05/23/2025

  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.

  I filed my taxes on March 4th and was expecting to get a direct deposit into my account on March 26th. When I noticed that my money was not put into my account I checked my tax return and realized that there was a number out of place. I called them to update that they told me that they were unable to make that change to my paperwork because of some *** guidelines. They then directed me to call the *** to see if they can make those changes for me. I called the *** and they told me that they couldn't do that. I then called TurboTax back and they told me that a check will be sent out in 4 to 6 weeks. After the 6 weeks I called then back to see the status on my check that was sent out and they informed me that I would have to call the *** because they don't have my money. I called the *** and spoke with a Miss ***** her ID number is #***********. She informed me that they don't have my money and that I would have to call TurboTax to let see where my money was she also recommended that I contact the better Business bureau if they're unable to get me my money. So I then contacted TurboTax and spoke with the lady by the name of Alexandria from the resolutions team. I informed her of me going to the better Business bureau and taking legal action. She then told me that she can reissue the check but it will take a maximum of 10 business days. This was on May 9th. I waited the 10 business days and gave them a call back. I spoke with another resolutions team specialist who informed me that the check should be there because it only takes 10 business days and she gave me a number to a third party by the name of cross river bank who was the issuer of the check to see what the status of my check was. I called that number and it directed me back to TurboTax. I spoke with another resolutions team specialist who told me that the previous supervisors gave me incorrect information and that it can take 3 to 5 weeks. No resolution has been made.

  Business Response

  Date: 06/10/2025

  To whom it may concern,

  Our office is currently in contact with Ms. ***** to address their concerns.

  We ask that they continue to communicate with our teams through our traditional channels. 

  Sincerly,

  Intuit's Office of the President 

   

• Initial Complaint

  Date:05/22/2025

  Type:Customer Service 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.

  turbotax lied to me by charging me the full service. a tax preparer who prepared my tax said she will have the fees waived due to complexities and inconvenience of her services to me. she gave me a discount code which could not be applied after a few hours of trying with a different specialist who tried to apply the code in the system. the tax preparer did not fulfill her service effectively - that's why she said she will waive the fees. I could not locate the customer service or her to resolve this issue. I've been getting nowhere with turbotax for two weeks. That's why I'm filing a complaint here on BBB.

  Business Response

  Date: 05/28/2025

  To whom it may concern,
  
  
  We worked directly with ***** ************ and addressed their concerns. 
  
  
  Respectfully,
  Intuit's Office of the President

  Customer Answer

  Date: 05/28/2025

   
  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,
  
  ***** ************