I am utterly and completely baffled as to what is going on with TurboTax customer support today. I called three times ([phone number removed]), selected TurboTax > US version, and here's what happened:
First Call: agent picked up, greeted me, I said I needed to talk about a partial refund on the charge TurboTax billed me for. He didn't ask for any information from me at all (name, etc.), and just put me on hold immediately. I waited 15 minutes on hold before hanging up.
Second Call: someone picked up, but then dead air. I said hello several times, I heard nothing, I waited for a minute, said hello again, no response, so I hung up.
Third Call: someone picked up, I could hear them making noise in the background, I said hello several times, I heard more noise, they didn't respond. I decided to hang out on the line just to see what would happen. It was about three minutes of listening to them move, shuffle things around, no response to any of my hellos or asks for help.
This doesn't seem like a coincidence to me, so I'm wondering if TurboTax support is doing some kind of stop work effort where they are technically picking up customer calls but then not helping them.
Since you are using LIVE, ask your expert.