How do I report TurboTax Software Errors?

[VolvoGirl]

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[kshk1970]

I did enter both forms into TurboTax Premier for Windows. I can see them the exported 2019_key_worksheets.pdf, but  not in 2019_ Filing.pdf.

IRS just sent me a notice that I owe more tax because it thinks I took the money from a 529 plan but didn't use it for tuition. I understand it should think that if it didn't see these forms.

Where do I call or write to get Intuit help me resolve this?

[kshk1970]

Subject: TurboTax 2019 failed to deliver my forms 1099-Q and 1098-T to IRS

I did enter both forms into TurboTax Premier for Windows. I can see them the exported

2019_key_worksheets.pdf, but  not in 2019_ Filing.pdf.

IRS just sent me a notice that I owe more tax because it thinks I took the money from a 529 plan but didn't use it for tuition. I understand it should think that if it didn't see these forms.

Where do I call or write to get Intuit help me resolve this?

[kshk1970]

Subject: TurboTax 2019 failed to deliver my forms 1099-Q and 1098-T to IRS

I did enter both forms into TurboTax Premier for Windows. I can see them the exported

2019_key_worksheets.pdf, but  not in 2019_ Filing.pdf.

IRS just sent me a notice that I owe more tax because it thinks I took the money from a 529 plan but didn't use it for tuition. I understand it should think that if it didn't see these forms.

Where do I call or write to get Intuit help me resolve this?

[mesquitebean]

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@ kshk1970  wrote:

Subject: TurboTax 2019 failed to deliver my forms 1099-Q and 1098-T to IRS

I did enter both forms into TurboTax Premier for Windows. I can see them the exported

2019_key_worksheets.pdf, but  not in 2019_ Filing.pdf.

IRS just sent me a notice that I owe more tax because it thinks I took the money from a 529 plan but didn't use it for tuition. I understand it should think that if it didn't see these forms.

Where do I call or write to get Intuit help me resolve this?

---

When you enter the 1099-Q and 1098-T into TurboTax, TurboTax prepares the Form 1099-Q worksheet, the Form 1099-Q Summary worksheet, Form 1098-T worksheet, Student Information Worksheet, etc.  Those worksheets may be included in your worksheets PDF (if all worksheets are selected), but are not sent with the return.  The info flows from them to other forms that are sent with the return if the followup interview questions are answered correctly.  

NOTE:   I don't know what all is in the file you mentioned that you called "key worksheets."  You may have to save a PDF with all the worksheets to see everything I mentioned above, such as the Student Information Worksheet.   Or more easily, just go into Forms Mode, and you'll see all the forms and worksheets in the left column list of forms.

I'm a fellow user and not an expert in that category.  So I am going to see if I can summon someone who is likely familiar with those 529 education savings plans to help you in this thread to figure out what is going on.   He is likely going to need to ask you more questions.   I'll also tell you how to speak to TurboTax Support if ultimately needed.

@ Hal_Al  I believe you may be familiar with this situation re: a 529 plan and education expenses.  If so, when you are next in the forum, can you please assist his user in figuring out what might have happened that is causing the IRS to send a tax bill in regards to his 2019 return?  Thanks!

kshk1970:

First see if Hal_Al adds any additional info that helps you, then if you end up needing to talk to TurboTax Support, here's how you can reach them.

If you purchased Audit Defense, we can tell you how to contact the folks that handle that product for help with your IRS notice.  If you did not purchase Audit Defense, you still get free help with your IRS situation through the TurboTax free Audit Support Center.   To speak to TurboTax Support  go to the page below and click the blue "Get Help" button, then follow the prompts to get the phone number.

Hours are currently 5AM-5PM Pacific (8AM-8PM Eastern) Monday-Friday.

https://support.turbotax.intuit.com/irs-notice/audit-support/

[mesquitebean]

Subject: TurboTax 2019 failed to deliver my forms 1099-Q and 1098-T to IRS

I did enter both forms into TurboTax Premier for Windows. I can see them the exported

2019_key_worksheets.pdf, but  not in 2019_ Filing.pdf.

IRS just sent me a notice that I owe more tax because it thinks I took the money from a 529 plan but didn't use it for tuition. I understand it should think that if it didn't see these forms.

Where do I call or write to get Intuit help me resolve this?

[kshk1970]

The file I call "key_worksheets.pdf" is the one you get if you do "export to PDF" and select the "key worksheets" option.

I did open an Audit Defense case, but it hasn't seen a response yet. I'm afraid they will try to refuse it , as IRS didn't say anything about audit, just that I failed to report the 529 distribution and have to pay tax and penalty.

[Hal_Al]

When the box 1 amount on form 1099-Q is fully covered by expenses, TurboTax (TT) will enter nothing about the 1099-Q on the actual tax forms.  That is, no information about the 529 distribution being used for qualified expenses, is sent to the IRS by TT. But, TT will prepare a 1099-Q worksheet for your records.   That work sheet is also not sent to the IRS.   This is not a failure by TT, it's an IRS failure to provide a form for reporting that the distribution was "qualified".

You should only need  to write back to the IRS explaining that you used the money for education.  

At least two users have reported receiving a CP2000 letter, from the IRS,  on 529 distributions. They replied that their child was in college and the distributions were for qualified expenses, which they listed, but they did not provide receipts.. They  later received a notices saying they were in the clear. 

I personally received a CP2000 on this same issue.  In my case, I replied and included copies of the school's billing statements, as well as a copy of the TT worksheet. I, too, got an "all clear' from the IRS.  It took em 2 months, back then.  

If you purchased Audit Defense, Tax Resources, Inc. (the TT audit defense provider) should handle this for you. Contact them at 877-829-9695, or report your notice on their web site at http://intuit.taxaudit.com/. 

[tomhickory]

TurboTax Premier for 2020 federal taxes failed to populate line 3 of the Social Security Benefits Worksheet. I have downloaded all updates. As a result, the Federal Refund I was expecting failed to appear. On August 1, 2021 I received a letter identifying the error and telling me I owed a significant amount.  If I pay by August 23, there will be no penalty or interest charges. Prior to receiving the IRS letter, I had made commitments based on the calculations performed by TurboTax. I've used TT for a long time and this is the first calculation error I've experienced. But we're talking about a $9,365.85 error which is significant to me. How am I supposed to be able to trust TurboTax in the future if it can't make a simple addition calculation and provide an accurate tax calculation? I'll be happy to provide more information, if it will be helpful.

[Hal_Al]

@tomhickory 

To contact TurboTax (TT) support:
https://turbotax.intuit.com/support/contact/index.jsp 

In the search line enter some keywords or question without quotes. On the next page, skip the suggested topic links and scroll down until you see CALL US.  It should show the wait times.  Week days 5 AM - 5 PM Pacific time.  Free support is not available to Free Edition users. You will have to upgrade to talk to a representative.

Accuracy Guarantee https://ttlc.intuit.com/community/charges-and-fees/help/how-do-i-submit-a-claim-under-the-turbotax-1...

But it only covers actual CALCULATION errors in the program, not user error (and it’s almost always user error), and it only pays any penalties or interest resulting from that error, not the taxes. Either way, you are still responsible for the increase in tax.

TT not populating line 3 of the SS worksheet is not an error that has been reported in this forum.  

[PandaMick]

For 2020, TurboTax calculated my refund incorrectly. I failed to check 2 boxes on the college education credit screen for one of my dependents, yet TurboTax still calculated the refund. The return was accepted by the IRS, but I received a notice indicating that I had math errors in the return. As a result of losing that credit, the IRS thinks I owe them money. The two fields I failed to check (to, presumably, make us eligible for the credit) these boxes:

- <Name> attended this same school in 2019

- Box 8 - At least half-time student

This seems like a bug in TurboTax that is calculating the educational credits incorrectly. They should incorporate these two questions when calculating the credit.

I assume I have to file an Amended Return, but due to this bug, TurboTax still doesn't think anything has changed after I checked these two boxes...will the updated return be sufficient?

[htirs]

I had to revisit my 2020 TT return to assess some number differences between the IRS and myself.  Upon opening the desktop app, I was forced to upgrade the 2020 TT version.  Then forced to either transfer my 2019 return, or quit the app.  (I did the former). NOW MY RETURN AS FILED IS GONE, and TT2020 is starting a whole brand new return.

DESPERATELY NEED TO GET MY ORIGINAL 2020 Return as filed through TurboTax!!

[xmasbaby0]

@htirs You say you "upgraded"  --- do you really mean you updated your software?   Then when you tried to open up your return, you started a new return instead?   Sounds like instead of clicking "Open" a return you clicked to start a new return, and then transferred 2019 to a new return.

Try looking for the return you had already prepared again by using "Open" return.

https://ttlc.intuit.com/questions/1901659-find-your-tax-data-file-in-mac

https://ttlc.intuit.com/questions/1900721-find-your-tax-data-file-tax-file-in-windows

[htirs]

@xmasbaby0 

It's not there!  only the "empty" one just created by the update!  I'm pretty sure the update deleted my previous return for some reason.  I have the .pdf, so I know I actually used 2020 last year......  Any other ideas???  (the pdf doesn't really have the numbers for the worksheets with the same details - my concern is not just the EXCESSIVE time to recreate the data using TTforms track, but the actual data I entered to do calculations and carry-overs, and recovery credits

[htirs]

@xmasbaby0 

sorry - "upgraded" was the wrong term UPDATED

[xmasbaby0]

@htirs Contact customer support for help:

To call TurboTax customer support

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

Customer support is available from 5 a.m. to 5 p.m. Pacific time Monday-Friday.

[mesquitebean]

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htirs wrote:

It's not there!  only the "empty" one just created by the update!  I'm pretty sure the update deleted my previous return for some reason.  I have the .pdf, so I know I actually used 2020 last year......

Are you using the Windows or Mac version?   Have you searched your entire computer system, including any external storage, thumb drives, etc., for any data file ending in *.tax2020?   And importantly, check the Recycle Bin.

If you have multiple Windows user accounts, log into each Windows account and do the full system search (and Recycle Bin) from inside each Windows user account.    Also a few people using Windows in the past have anecdotally said they found their missing data file on OneDrive.   If you use any cloud storage system, be sure to check it.

Otherwise, phone Customer Support for assistance as xmasbaby0 suggested above.