TurboTax sux

I just finished doing my 2007 taxes online using Turbotax, and had a nagging feeling as I worked through it that I was getting charged twice as much as last year. In fact, it ended up costing $64 plus tax to e-file my federal and state taxes, versus the $29.90 I paid last year for the same service. After filing my 2007 returns, I went back to the Turbotax homepage to find that they had a "free edition" for federal returns that I swear was not offered to me when I logged in as a returning customer. My lowest price was $29.95. (It's very unlike me to overlook a freebie, so it must've been in 4-point font at the bottom of the page, if at all.)

As usual when I feel like I've been taken for a ride, no matter for how small an amount of money, my head gets hot (literally) and I can't rest until I have had it out with some poor customer "service" representative. This time, it was via a chat that I am copying and pasting below. Remarkable, that in the 21st Century it is now possible to have electronic transcripts of these infuriating exchanges:

Please wait while we find an agent to assist you...

You have been connected to 02_Mahdi Ali.
02_Mahdi Ali: Thank you for contacting Intuit. My name is Mahdi Ali. Could you please wait for a moment while I read your question?
Laura Loh: yes
02_Mahdi Ali: I understand that you you filed your federal and state returns and you were charged $29.95 and you realized that you could have filled your federal returns for free.Am I right?
Laura Loh: i was charged $64 total for fed and state returns. i did not see an option for free federal return any time during the process. but then i finished and logged out, went to the turbotax home page, and saw that there is free federal filing for easy returns available
Laura Loh: the "free edition"
02_Mahdi Ali: Laura How are you doing today?
Laura Loh: I'm doing all right. Thanks, and you?
02_Mahdi Ali: I am fine.
Laura Loh: good good
02_Mahdi Ali: Lauara Have you efilled your returns?
Laura Loh: Yes
Laura Loh: Just 5 minutes ago
02_Mahdi Ali: Laura Once you have efilled your returns We cannot do any thing now.
Laura Loh: but it isn't till the end of the process that you are told how much you are charged
Laura Loh: that doesn't seem right
02_Mahdi Ali: I am sorry Laura.
02_Mahdi Ali: I can understand your problem.
Laura Loh: well, I used to be a fan of turbotax. but now, not so much.
Laura Loh: don't think i will be using it next year, or recommending to anyone.
Laura Loh: too bad, because it would have been many years of income for your company. but one incident like this makes an impression on a person
02_Mahdi Ali: I am really sorry Laura.We cannnot do any thing now.
02_Mahdi Ali: You can file your taxes free next year.
Laura Loh: if i had not efiled yet, do you agree that i could have done the exact same thing for free this year?
Laura Loh: for federal
02_Mahdi Ali: I am really sorry.
02_Mahdi Ali: Laura Have you filled your federal returns for this year?
Laura Loh: yes. my question is, am i correct that i could have filed federal for free this year, and that i mistakenly chose a more expensive version that i really didn't need?
02_Mahdi Ali: Yes Laura You are right.
Laura Loh: ok. thank you. i know there is nothing you can personally do.
02_Mahdi Ali: I am really sorry.
02_Mahdi Ali: Is there anything else I can help you with today?
Laura Loh: no, thank you.
02_Mahdi Ali: You may receive a survey from us through email in approximately 24 hours asking you about my performance on today's contact, as well as comments you may have in regards to the TurboTax product. So we can continue with our promise to provide our customers with the best support available, please take a few minutes to complete the survey.Thanks again and have a good day!