So sorry you are experiencing these problems. I have also found it far more difficult to reach knowledgeable representatives by phone this season. This could be related to Covid. My experiences are hit or miss. There are some very experienced agents who are patient and helpful. Yet, there are others who seem to be new "hires" still in training. One agent had no clue as to how to save a tax file. She said I'd have to pay $149 for expert tax advice and transferred the call.
