He said he's using the desktop version, so why would you ask what browser he's using? He also said he's trying to pay the state e-file fee, so why would you ask what he's trying to pay and suggest he pay the IRS online? Your answer is useless.
I had to call TurboTax during business hours for each state I wanted to e-file for several people. It's a huge hassle, and the reps aren't very well trained in how to take payment over the phone and provide the confirmation number to unlock e-filing.
TurboTax is going to lose a lot of loyal customers over their decline in software quality and customer service. There are too many alternatives for them to suck so back and get away with it.
