I was having what was obviously a technical issue with my state return. My tax paid was entered in two separate places which made it look like I had paid in double what I had. I asked to be escalated to some sort of tech support when the first customer support person was unable to help. He consulted his supervisor and I was told I needed to pay for the upgrade to live advice to receive help. They did provide me with a discount when I asked for access to the service for free since the issue was with the software. The CPA of 20 years finally did help me by deleting the state line from my w2 and re-entering it. This was not something a CPA was needed for. Absolutely appalling practices.