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Intuit Apologizes For E-Filing Snafu

by Glen Shapiro,, New York

24 April 2007

E-filing software provider, Intuit last week apologized to Lacerte, ProSeries and TurboTax customers affected by the slowdown in the company's electronic filing system on April 17.

"We deeply regret the frustration and anxiety this caused our customers," announced Steve Bennett, president and chief executive officer of Intuit. He continued:

"This is not the experience customers have come to expect from Intuit. It's not acceptable to us, and we will do right by our customers who were impacted by this delay."

The Internal Revenue Service gave affected taxpayers who were unable to e-file their tax returns before the deadline an extension until midnight on Thursday, April 19.

Intuit revealed that for Lacerte and ProSeries customers, it will work directly with those who were impacted by the slowdown to take the appropriate action based on their situation.

For TurboTax customers, the company will automatically refund credit card charges made between the hours of approximately 3 p.m. PDT on Tuesday, April 17 and 4 a.m. PDT on the morning of Wednesday, April 18.

"It is unfortunate that we experienced this database issue during one of our busiest times," Bennett concluded.

"I'm pleased with the way our team and the IRS responded in the moment for customers. We took steps to address the problem right away, the e-filing system is running properly now, and we'll continue to take the necessary steps to ensure it doesn't happen again."

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