Terrible Service Experience, they lost our info

[BBK28]

I am attempting to submit taxes for a family member that is sitting right next to me and they are unable to get into their account. When I called customer service I was told that the email was incorrect even though I have been using it to communicate with Intuit Support. I was told that the phone number was incorrect even though I'm looking it on the screen. The intuit website itself says that I have the correct email address and phone number, but the customer support 'specialist' just talked over us and disconnected the call. We just paid for this program and we cannot even use it. When we attempt to log in another way, Intuit cannot find her even through birthdate and social number. My question is, how does something like this even happen? We have been using TurboTax for years and suddenly they can't find anything about us. 

[VolvoGirl]

What did you pay for?  Are you using the Online web version or the Desktop CD/Download program you install on your computer?  You said you bought the program.  You do not log into the Desktop program or into an online account.

For Online, It's common to end up with multiple accounts. First LOG OUT of whatever TurboTax account you're logged into right now. Then use this TurboTax account recovery website to get a list of user ID's for an email address. Run the tool against any email addresses you may have used
https://myturbotax.intuit.com/account-recovery/

[BBK28]

We purchased the CD version and installed it onto a computer, yes. There is a log in screen actually in the desktop program, and we have been going through all the motions of verifying our information, but the information that shows online is not showing for the phone support specialist we are speaking with. We already filled out most of the tax information but did not submit, but for some reason they cannot even find her by social number even though I'm looking at the printout we made from the turbotax program and everything matches. 

[BBK28]

I would like to update and say that the customer support agent we are speaking to is actually trying really hard to help us and I would like to take back what I said about rudeness. She is being kind and as helpful as possible, we are just really confused as to how Turbotax seems to have lost all of our information. We have been on the phone for over an hour now and I appreciate her taking the time to try and help. 

[VolvoGirl]

You got the program installed and activated with the 16 digit License Code?  Sounds like you are trying to log into an Online account.   When you filled out your return was the menu down the left side in a Black bar or across the top in a Blue bar?  

In the Desktop program your returns are only on your computer and not online.  Are you on Windows or Mac?  See if you have any tax files ending in .tax2021 or .tax2020 etc.  They should be in your Documents in a Turbo Tax folder.  Or search your computer for all files ending in .tax.

Do any of the returns have the same name initial as you or your spouse? There is a problem saving returns if 2 returns use the same initials, one will overwrite the other. So you have to be sure to save the returns with names completely different to keep them apart. Don't use the default name given by the program. Go up to File-Save As and give it a unique name.