Keep in mind that every service worker is terrified of an audit. The cost is much higher when you don’t have resources.
EDIT: I think I didn't phrase this very well. My point was that the average service worker is trained to be terrified of the IRS. These people are already usually paying hefty fines because they missed their returns in prior years. That's why they take the path of least resistance, and just pay someone else as a shield against this.
So it's not particularly surprising that TurboTax has swindled this person out of $600 with their upsells. Nor should she be condemned as a fool. If you were in her shoes, you might do the same thing.