Retirement tax questions

Same here and when I called the so called tax expert said "it isn't taxable" when I had her look further into it, after an hour on the phone she said that she submitted to the investigation team and I would hear something in 48ours, only to get an email from intuit stating something totally different, this system seems to be operating by AI there isn't a human being responding with these lame suggestions. the next email was asking me to complete a survey???!!!! and stated the case was CLOSED??!!!  I still haven't gotten this remedied in the system and I need to prepare an amended return!!!!  I will not use this system next year!!!!!!!