@psg559tt
I'll tell you how to reach a live IRS agent below. If you can't get good answers from the IRS, I'll also be telling you below how to contact the IRS Taxpayer Advocate Service.
It sounds like you chose to pay your product fees out of the Federal refund. TurboTax would have started billing you to pay in either of the following 2 scenarios: 1) the refund was delayed an unusually long time at the IRS or 2) if the IRS were to reduce a refund to the point where it no longer covered the fees.
After the refund had been delayed so long, TurboTax would have sent emails with a bill asking to be paid. Finally, they send an email that they are about to debit your bank account, and if still not responded to by either paying or asking for a deferment of the fees, they go ahead and debit the account.
If a debit from TurboTax for your product fees caused a NSF fee (non-sufficient funds fee), there is an appeal process at TurboTax Support. Here's how to reach them to tell them your bank account was overdrawn.
Hours are 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.
FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/questions/1899263
Is there any clue as to why your Federal refund was delayed when you look at the IRS "Where's My Refund" tool here? Is there any IRS message there?
https://www.irs.gov/Refunds
Here's how to reach a live agent at the IRS:
800-829-1040 (7AM-7 PM local time)
When calling the IRS do not choose the first choice re: "Refund", or it will send you to an automated phone line.
- First choose your language. Listen to each menu before making the selection.
- Then press 2 for "personal income tax".
- Then press 1 for "form, tax history, or payment".
- Then press 3 "for all other questions."
- Then press 2 "for all other questions."
- It might transfer you to an agent at that point. If it doesn't it may ask for your SSN, but do not enter it. Just wait. If it asks for SSN a second time, still do not enter it.
- Then you'll get another menu. Choose 2 for "personal" then you should be transferred.
I usually use a speakerphone so I can work on something else while waiting.
If you don't get good info/results from the IRS, you can contact the IRS Taxpayer Advocate for your area. They are especially prone to help if you have a hardship, or if there have been continued delays with lack of info from the IRS. At the following IRS website, find the USA map and click on your state, and it will give you the number of your IRS Taxpayer Advocate.
http://www.irs.gov/uac/Contact-a-Local-Taxpayer-Advocate
Also see this article for more info on how the IRS Taxpayer Advocate Service works::
http://www.irs.gov/taxtopics/tc104.html
