E-Filing Amended 1040-X Return for 2024 - Transmission Error

[Kathyyy]

My Complaint: I spent two hours on the phone with representatives in both the "normal help" and "resolution" centers to learn that the problem I'm having has been previously reported and been in the works for weeks. I don't quite understand why it's taking the TurboTax software engineering team so long to fix this bug. On top of that, cases get closed because "they" don't like tickets being open for too long, i.e. they're going to close my ticket before the problem is fixed. (So fix the problem sooner?) I was told it will be two to three weeks but I'm not holding my breathe.

My Issue: I successfully e-filed my California amended return and it was accepted the same day. However, my Federal amendment cannot be transmitted via the application because of some type of transmission error specifically having to do with Macs. On my first attempt, neither federal nor state were transmitted, but after updating the software, the state went through. Then after restarting my computer, I encountered a new issue where the application began cycling between the "We Recommend E-Filing Your Federal Return" and "We Recommend E-Filing Your State Return" pages. The phone representatives don't have a solution or work around to proceed with e-filing (not their fault). 

It's unacceptable for TurboTax to tell its users that due to this issue, they need to mail in their amendment instead. The point of paying for the application is to be able to e-file. I tried to inquire about how to submit a complaint (maybe they could pay for a third party tax consultant to e-file for me or if the online version works, they could give me free access) but the phone representatives did not have an answer for me there either. 

I don't understand what's the difference between e-filing my original federal tax return and e-filing my amendment. Shouldn't it be the same process except with additional forms? 

[Kathyyy · Accepted solution]

On May 1st, I called TurboTax back. The agent promised to call me back later in the week to try to continue to troubleshoot (after we already spent nearly two hours on the phone) and find a solution but they never did. Be aware, these agents cannot escalate the problems if they cannot help you resolve it (be prepared to contact BBB). I tried everything from updating my MacOS, uninstalled library files, installing all software updates for Turbo Tax, reinstalling TurboTax for my Desktop, restarting my modem and everything else I've been asked to do. 

Today I finally called back (I figured after a few software updates the Intuit SWEs could fix the problem) and spoke to a third representative, this time by the name of Justin. Now he definitely had more depth of knowledge than the first two. We tried everything from above. I've been thoroughly patient....He understood basic logic and quickly saw that there was a glitch due to the TurboTax software in the file itself (see below). There was no user error!!! 

When I started the amendment process, I had created a duplicate of my original file. This is the one I have been trying to troubleshoot with agents. A previous agent had me duplicate my amended file (didn't fix the problem) but never the original file. However, while on the phone with Justin, I decided to operate out of the original file (no duplication) and had to redo my amendment but luckily it wasn't that painful. This led to success. TurboTax recognized that I only needed to e-file my federal amendment and allowed me to process my payment. Unfortunately, once you perform an amendment the summary on the left side of the software stays locked onto the amendment figures. The only way to revert to the original tax return data is to delete the 1040X form. At this point you can make a duplicate of the file and save one without the 1040X. 

I like to file my own taxes because they aren't overly complicated but seriously, Intuit, get it together.

[VolvoGirl]

Thanks for the update about using the ORIGINAL return to amend in and not the copy.  We always tell people to first make a copy but we haven't been clear about amending using  the original file.  Glad you finally got to efile it.  Wonder why the state isn't so picky about which file.  

You first need to check the filing status inside the program so it knows it was filed and accepted.  Open your return and go up to the top black menu bar first item

File > Electronic Filing > Check Electronic Filing Status

Then save your return and close it.  Close the program and reopen it.