Lack of access to speak with a human regarding Federal tax return discrepancies

[NorthernCaliadventurer]

I have tried for over 30 minutes to speak with a human that works at Turbotax without any luck and keep getting a loop of the same automated responses both in chat and via phone. Is anyone else experiencing this? 

First, I tried requesting assistance through chat

Second, I requested to speak with an agent in chat and was provided an ID and phone number to call.

Third, when calling it prompts you through an IVR automated service giving you the impression you might speak with someone but the prompts never get you to a human agent but rather go around and around asking the same series of questions. So frustrating! 

[LenaH]

There are many reasons for federal tax return discrepancies. 

All or part of your refund may have been used (offset) to pay off past-due federal tax, state income tax, state unemployment compensation debts, child support, spousal support, or other federal nontax debts, such as student loans. To find out if you may have an offset or if you have questions about an offset, contact the agency to which you owe the debt.

The IRS also may have changed your refund amount because they made changes to your tax return. This may include corrections to any incorrect Recovery Rebate Credit amount. You’ll get a notice explaining the changes. Where’s My Refund? will reflect the reasons for the refund offset when it relates to a change in your tax return.

Tax Topic 203, Refund Offsets for Unpaid Child Support, Certain Federal and State Debts, and Unemplo... has more information about refund offsets.

Tax Season Refund Frequently Asked Questions

If you have any further questions, please comment below and we can assist you further. 

[NorthernCaliadventurer]

Hi Lena, 

My question is why Turbotax customers cannot reach a live agent to ask questions for help? Currently, the chatbot leverages common solutions. When a user asks to speak with an agent they are provided an ID and phone number in the chat. When the user calls this number the IVR is stuck on asking the same 3 questions and never actually allows the user to speak to a live agent. Even when providing the ID from chat the IVR system loops back to the original 3 questions without speaking to a live agent. Do you know why customers cannot speak to a live agent at TurboTax? 

[DawnC]

We have no connection to the Live Chat from the this forum, so I am not sure what the issue is with the IVR.   However, here are a couple of other options available to speak with a TurboTax representative.    What kind of discrepancies are you inquiring about?   Did you receive an IRS notice regarding a change they made?  

How do I contact TurboTax?

What is the TurboTax phone number?

[NorthernCaliadventurer]

Hi Dawn, 

I never received a notice of change to my Federal Tax Filing nor any communication from TurboTax. My return took nearly 3 months to receive after filing through TurboTax. I tried to reach out to both TurboTax and the IRS status website to understand why the funds had not yet been released. When I finally received my disbursement it was less than what TurboTax stated I should receive. The IRS's website showed a list of possible reasons why, for which most didn't apply to me. I reported everything correctly so the only other option was that the TurboTax system miscalculated my return. When I tried to reach out to speak to someone both via the live chat and actually calling I couldn't receive a live person. The phone system is stuck on a circulating IVR that keeps bringing the caller to the same question series without transferring to a person. So I am really frustrated and the only responses received via community posts from TurboTax agents are standard content responses that don't answer why I can't speak to someone to understand why TurboTax got my tax refund wrong. 

[VolvoGirl]

How much is missing?  What was the list of reasons?  Those might be the generic reasons they give if they changed the Recovery rebate credit on line 30.  How much is on 1040 line 30?

A common adjustment is if you claimed the Recovery rebate credit on 1040 line 30 when you already got the Stimulus payment or got the second one after you filed or reported the wrong amounts or entered the wrong amounts in the 2 boxes.  If you entered the total you got for both rounds in the same box it would think you didn't get the other one.  The IRS knows how much they already sent you.  You might have tried to claim it again on line 30.

[NorthernCaliadventurer]

Hi VolvoGirl,

The IRS didn't send me an updated tax return, a mailed letter of notice or even email document. I wasn't able to download anything from the IRS website to see which lines they changed. When viewing the details for the reason they decreased the amount (see below):
We changed the amount claimed as Recovery Rebate Credit on your tax return. The error was in one or more of the following:
The Social Security number of one or more individuals claimed as a qualifying dependent was missing or incomplete. 
The last name of one or more individuals claimed as a qualifying dependent does not match our records.
One or more individuals claimed as a qualifying dependent exceeds the age limit.
Your adjusted gross income exceeds $75,000 ($150,000 if married filing jointly, $112,500 if head of household).
The amount was computed incorrectly.

In all the items above it seems only the last point is true. I have used TurboTax for the past 10 yrs. and have never experienced a discrepancy like this nor an inability to reach out to someone at TurboTax if I had a question. 

[VolvoGirl]

So they adjusted the Recovery rebate credit.  Like I said that is a common reason this year.  That is for the first 2 Stimulus payments.  Did you get the full amount for each one?  You tried to claim it again or claim too much on your 1040 line 30.  

[NorthernCaliadventurer]

The discrepancy didn't equal an amount to one of the tax rebates. I only received the 1st tax rebate.  I will have to call the IRS to get more details. It would have been nice to talk to a TurboTax agent before calling the IRS. 

[VolvoGirl]

If you claimed a missing stimulus payment on your return but the IRS took it off you have to ask the IRS. They think they already sent it to you. Maybe it went to an account you don't remember. Or you got a check or a card. It was probably easy to miss the debit card in the mail and think it was junk mail. They have to put a trace on it.

How to put a trace on a missing 1st or 2nd Stimulus payment

https://www.irs.gov/coronavirus/second-eip-faqs

[Bob2084]

I have been trying to make contact with an expert for the last month or so. I believe I have attempted to make contact at least 30 times. Return calls or pre-arranged contact has been promised, but never occur.