Turbo Tax support for technical issues is the worst!
On my first call to them the person I was talking to requested that I share my screen with another support person. I shared my screens and after about 1.5 hours they placed me on hold and I got a recording which went something like - if I was interested to upgrade to Turbo Tax Live Premier press 1 for yes or press 2 for no. I pressed 2 and my call ended!. I think the reason they placed me on hold was when they told me to go back to the federal wages screen so they can see what was entered and they didn't see an entry for New York deduction for other pensions.
Since my call was ended when I pressed 2, I called support back. I told the support person what just happen on my last call and she requested to that I share my screen with her. She too also said if I wanted to upgrade to live support. About one hour into the call I requested to speak to a supervisor. I was placed on hold and someone came on identifying himself as a supervisor. During me telling him what I experienced and that the issue is not a tax question, or a mistake on a entry I made, but it was a problem with the online application. I was telling him that I need to talk to someone who can understand and address a bug or a glitch in the application, it was at this point that my call was disconnected and this supervisor never called me back.
The next morning I decided to give it one more try. I briefed the support person on my frustrating experience with their support, she requested that I share my screen and quickly notice the issue of the $20,000. She identified herself as a tax expert and acknowledged this wasn't an issue with an entry I made in the Federal section. She brought on a second person who requested that I share a my filing with them, which I did. After reviewing the file they acknowledged there was noting they could do to correct the issue so the opened an investigation on the issue. I am suppose to back from them in three to five days.
I went online to H&R Block and tried their online tax filing application which is like TurboTax where you are not charged until you finish and file. The H&R Block refund from NYS is exactly the same as the refund I was getting with TurboTax. I don't understand why this is. H&R Block has no second NYS pension issue with their application.
The H&R Block online application is not as user friendly as TurboTax but it is less expensive.
