I apologize that your call was dropped without a callback. I would like to take a deeper look at this. However, I need a diagnostic file which is a copy of your tax return that has all of your personal information removed. You can send one to us by following the directions below:
1. Open your return.
2. Click the Online tab in the black bar across the top of TurboTax and select “Send Tax File to Agent”
3. This will generate a message that a diagnostic copy will be created. Click on OK and the tax file will be sanitized and transmitted to us.
4. Please provide the Token Number that was generated in the response.
I do want to let you know it can take some time for us to investigate this in this forum, and we cannot guarantee we will be able to resolve it but we most certainly want to try and find the issue.
Also, if you want to report your negative experience from your phone support representative, you can call back into support so they can notate this issue happened. @tj-21
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