Being audited isn't much of a concern if your only source of income is a typical W2 job. The average service worker isn't throwing money around in stocks, crypto, blackjack, and corporate entities.
The vast majority of the people who qualify for free tax filing have nothing to audit. The government makes enough money off their deductions, not to mention what they generate having to spend >50% of their income to stay afloat, to overlook a few unreported tips or sneaker sales.
(I agree with the rest of your comment. While I disagree with the parent's perspective, I think the FTC's here is that Intuit's advertising leads people towards their not-free products, instead of the actually free stuff that does exist. I don't think most people have the self-confidence to do the 1040 by hand.)
Like with your health system, a lot of us are slightly baffled by how broken things are in the US.
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.