Hey Heather, I've reached out but I'm going to keep updating here because even the supervisors aren't able to fix my issue when I call in so I don't know what to do anymore. I called in this morning and shared my screen with the agent, who watched me try to file and saw the loop. She said this cannot be fixed and recommended I file with H&R Block instead. I was baffled, absolutely baffled. So I called back again and spoke with a representative who went through all of the basic troubleshooting with me such as clearing cookies and cache, updating credit karma information to match turbo tax, and using a laptop instead of a mobile device. We also screen shared throughout this process. The representative was unable to resolve the issue so she contacted a supervisor for assistance who began troubleshooting with us. We followed a Credit Karma article on how to link Credit Karma with TurboTax but saw no change in behavior. We cleared cookies and cache many times, logging out and closing the browser each time we did so. The supervisor used a more advanced remote desktop viewer to see my entire device screen to check Credit Karma as well, but was not able to locate any discrepancies or resolve the issue. Eventually, after 3 hours, the supervisor said it must be because we updated my address on Credit Karma and it will take time for that change to process through the system. The representative asked if I could check later that afternoon, but I had to work so she advised that if the issue persists tomorrow to call back. I'm feeling very discouraged because the first agent stated the issue can not be fixed, and so far that has been true because it has been about 14 hours since we updated my information and I still cannot move past the loop. I really don't know what to do, I don't want to file with anyone else but I am depending on access to an advance so I may have to bite the bullet and move on. :(
