In effort to avoid burying the lead point of this post: TurboTax Premium Online locked in my return after I reviewed the first draft on the final review page, paid the TurboTax Premium license fee, ...
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In effort to avoid burying the lead point of this post: TurboTax Premium Online locked in my return after I reviewed the first draft on the final review page, paid the TurboTax Premium license fee, and identified how I wanted to pay the IRS my tax due. Even though I did not e-file the return, TurboTax would not allow me to change the return. This is important, because an error I discovered (my fault) at this stage (nearly done, but not yet e-filed) created a difference of nearly $5,000 in the amount due to the IRS. Significant! So beware if you find yourself in my situation. I started by contacting TurboTax customer support. This was how my nightmare unfolded: 1) Callback #1 - waited five minutes (not bad), but no one picked up on the other end. 2) Callback #2 - Actually, this was a call I initiated because the TurboTax help AI didn't give me the option to get a callback. I waited 20 minutes for the agent - Xavier - to answer. After explaining my problem, he was stumped. He put me on hold for 30 minutes, but actually got back on the line and started to tell me that I was encountering a complex problem which... (he disconnected just as he was about to tell me the nature of the issue). Oh well. 3) Callback #3 - This agent - Thomas - quickly informed me that I was out of luck. I had two choices: I could erase my return and start over, OR I could l go onto IRS.Gov and make the changes there! Since it took me 6 hours to compile my return initially, I thought I would try IRS.Gov. Well, Thomas was mistaken. Since I had not e-filed my turn, there was no way to access it, let alone edit it, on IRS.Gov. Another hour wasted. 4) Callback #4 - I was confused/concerned about the process of erasing my return and starting over. TurboTax support AI mentions some conditions that were concerning to me, so I get a callback from a new agent - Ciama - who was surprisingly knoweldgeable - or so I thought - about this situation and because TurboTax was giving me on-screen feedback that my changes were indeed being registered (even though the actual return in the review screen contradicted the onscreen TurboTax confirmation), and she encouraged me to go ahead file. Even walked me through it. When I clicked File My Return, my heart sunk as the trainwreck unfolded in slo mo. I trusted Ciama, but she was wrong. Imagine my horror as she walked me all they way through the e-file process only find that TurboTax sent the original (and erroneous) version of my return, which had me unnecessarily owing the IRS ~$5,000 more in taxes. So, too, is Ciama is crazy-concerned that she could have been so wrong about this. She rushed to get me escalated to the "Solutions" desk. I wait about 30 minutes on hold and then get disconnected. I'm now floating in a sea of **bleep** caused by TurboTax customer support. Not sure if I'll get a resolution. Just beware.