The Champs above who have many years of experience have already suggested all the likely and unlikely possibilities, so it looks like - if you would - you need to send us a sanitized version of your return so we can see it.
Don't worry about sanitizing the return yourself (i.e., redacting all personally identifiable information), the process I describe below will do it automatically and then give you a token that will point to where your sanitized return is on our data base.
To send us a token, please do the following:
TurboTax Online:
Click Tax Tools in the menu to the left.
Click Tools, and then
Click Share my file with Agent.
A pop-up message will appear. Click OK to send the sanitized diagnostic copy to us.
Provide the token number that is generated onto this thread.
TurboTax Desktop:
Select Online menu if the customer is using Windows. Select “Help” if using a Mac.
Select Send Tax File to Agent.
A pop-up message will appear, and the customer will select, Send. If using Mac "Send Tax File to TurboTax Agent"
Note: Desktop will save a file to your computer unless you uncheck the box.
Another message will appear. Provide the token number that is generated onto this thread.
At the bottom of your reply (with the token) add "@" "BillM223" (without the space in between) so I will be notified.
This will let us see what is happening on your return. Thanks.
@pweseman
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