I spent almost 3 hours on the phone today for this issue. This includes waiting to talk to someone, explaining and showing the issue over screen sharing, waiting while the support person put me on hold to talk to someone else or do something else, and calling in a second time to get clarification on why the case created for me was later closed.
The first person I talked to said that this issue hasn't been reported before and there wasn't anything currently in the pipeline about a fix for the issue. So they created an investigation record for this. The way this was described to me sounded like an internal bug report for someone to look into further. They also gave me my case number, which turned out to be the same as the support ID I used to call in about the issue (when going thru the steps at https://support.turbotax.intuit.com/contact/ to call in about an issue, a support ID is generated to reference when calling in).
About an hour later, I received an email saying that my case was closed and to take a survey for it. I was confused about this so I called in again to ask what was the deal with this. It turns out that cases are closed whenever a call or interaction with a customer is complete (i.e. when my prior phone call ended). It doesn't mean that the issue I made the call for is resolved. I checked again that the investigation that was created before during the prior call was still open.
The investigation number that got created for the issue is INV12109. If others call in and reference this, it may help with letting them know it's a widespread issue affecting many people and push them to fix it sooner.
