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Millions of Americans will receive money from Intuit, the maker of TurboTax, as part of a $141 million settlement between the Silicon Valley company and all 50 states and the District of Columbia.

— Justin Elliott

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Notes from Wikiquote

Intuit Will Pay Millions to Customers Tricked Into Paying for TurboTax (May 4, 1:40 p.m. EDT)

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Well, I would say the biggest factor is confusion between the sort of truly free IRS-sponsored option and then a bunch of commercial options that are advertised as free but are not always free. So it becomes very confusing very quickly.

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Attribution

Quote text and notes from Wikiquote: Justin Elliott (page history), available under CC BY-SA 4.0. Source quality and labels are our own summary of what Wikiquote records.