I have an account on the online version of TurboTax. Earlier this year I went in and put some information in on the online version just to play with it. But I never continued with it.
I then got the desktop version and weeks back I filed with it and my returns were accepted. I got the emails that Federal and State returns e-filed with the desktop version were accepted. Also in the Check E-file Status section on the desktop version it says they were accepted.
Since then, I continue to get emails saying I didn't file and urging me to come finish. I can see these are related to my online account because it shows part of my username from the online version in the email. I have just ignored these because I assume the online version simply doesn't know I already filed and was accepted in the desktop version.
However, now I got an email from TurboTax saying "Thanks for filing your tax extension, [My Name]". Hours later I got a text saying "TurboTax: Thanks for requesting an extension."
I did not request an extension. I hadn't even touched my account in weeks since I filed. If I look in the desktop and online version, neither seems to show any extension filed. So I assume this email and text are also probably an error. But I'm confused how TurboTax's email and text systems both suddenly, on the same day, think I filed an extension. That's a pretty specific error to make. And I worry about the slight chance that someone hacked in and requested an extension on my behalf.
I called in and was on the phone literally for hours with two different support agents trying to find out why the system thinks I filed an extension and nobody was even the slightest bit helpful. They appear to have no idea about this email or text, don't even acknowledge they were sent, have no idea how to look it up in their system, and just kept putting me on hold over and over and coming back with no information. So please don't tell me to call in to phone support since apparently the phone support team is useless with this unless there is someone specialized who actually knows how this email and text marketing system works that you can put me in contact with.
What do I do? How do I find out why this email and text were sent and why the system would possibly think I filed an extension suddenly? Given how often fraud does happen, I am nervous about just assuming this is an innocuous mistake and ignoring it.
