How does Employee Tax expert system work ?

[NETOLICKY71]

Pardon the newbie question but do the Employee tax experts keep track of questions/answers they responded to but were not able to solve the problem?  AmyC answered the question regarding Virginia age deduction and the EIC , and while her description of what should happen is correct, I and another member noted that the software will not perform as she indicated it should.  So are the Turbotax staff examining this issue, or was it considered answered. 

I am amazed at the complexity of your task and imagine this time of year reveals so many bugs .  Thanks for all your work.  l hope you can address this to help older low income taxpayers who are still working.

[AmyC]

If we know that we can't solve it, we pass it to an investigations team that looks into issues and determines if it is user error (most common) or a problem that needs to be corrected. Next the software developers will correct any issue.

Clearly, I thought all was well when I answered your question. You can reply back with the issue you are having or you can contact support where they can actually see your issue. We all want your return to be done correctly.

[NETOLICKY71]

Thanks for the quick reply.  I wasn't the original questioner you answered in this subject  area:   "Virginia Tax - Forces people to take the age deduction no matter what even when it denies them the earned income credit - major error"--   I came across your answer to his question  a few days later when researching the subject.

It seems several folks have tried what you recommended and it doesn't work in the software.  If you revisit that string you will see I contacted Virginia Dept of Revenue on Monday, Feb 9, .and they confirmed that taxpayers should be able to decline the age deduction to receive the refundable EIC.  I told them software was not allowing it and they said "well then that is a software problem" . 

Can you get it to work?  If not perhaps this requires the software team . 

Thanks again

 

 

[CatinaT1]

This was submitted to the software team and they are working on it. Thank you for reporting your experience.

[NETOLICKY71]

Thank you. Will I get a message regarding their progress?

[AnnetteB6]

Sometimes after the development team accepts an issue and is working to get it corrected (such as this one), they will issue a TurboTax help article where users can enter their email address to be notified with updates.  This is not always the case, but we do our best to keep you in the loop when you have reported something that needs further attention.  As of today, there is not an option to sign up for updates about this particular situation.  

However, when there has been an Employee Tax Expert involved in reporting situations to the development team, the original questions from users are saved so that we can follow-up as needed.  

@NETOLICKY71