I have found TT extremely disappointing this year. Many of the assists offered in previous versions such as being able to trace the source of data entries are absent. Most frustrating is the poor quality of customer service. Too many specialists-- and even their on-call resources-- do not know even the basics of how to use the forms. I have had to make multiple calls before assured that an answer was correct. There are also long hold times as specialists attempt to figure out what to do. It is then necessary to guide them along to a point at which your hope they can assist. But such efforts are often futile. It may help, however, to try to simplify and reframe the problem so that I have been able to solve it in the time kept on hold. When some specialists do not have a clue they sometimes turn over the call-- even without explanation - to paid tax assistance and even just terminate the call! Others rely upon information provided by the TT community response without any certainty that it is reliable. Another specialist got rid of me by emailing a totally irrelevant attachment which could not be opened.
Now my e-file has been rejected on the basis of a form 1116 problem which I was assured by 4 TT specialists would not happen! I will need to follow up on this. I dread having to go through endless calls before I have a solid answer.
Perhaps taxes have become too complex for TT to assist with? Is there a shortage of associates to supply customer assistance? I am sad to see what has been an impressive service now in an apparent state of decline.
