Retirement tax questions

I did put the same number as box 1 in box 16 and my return was rejected ( only by NYS).  I also file in Connecticut and with the IRS and had no problem.  I have used Turbotax for over 10 years and I never had this problem.  I called in for help and "Lucy" went through my return and deleted line 14 and then Turbotax said there were no problems with my return.  She then said I could file.  I should have checked the return.  "Lucy' was very wrong.  As it turned out the state tax that we paid was no longer there and thus we did not get credit for it.  So now I have to file an amended return to get my $1600 back.  I am very disappointed with Turbotax that they can't figure this out and now I will have to file an amended return which I'm not sure will work either. I am ticked off that I waited on the phone for 35 minutes and then Lucy screws up my return.