Turbo Tax Technical Support has been less than useful

[kyleudall]

I have called Turbot Tax support no less than 7 times. Each time the person is unable to help and when they transfer me to their tech team the phone call drops. This is after I spent 35 mins with the customer support person. The TT software is not switching to itemized deductions after I select that option. At the end of the deductions and credits page, it says you will save more by itemizing your deductions...click continue to wrap up itemized deductions. I select continue but it doesn't update and stays on standard deduction. I confirmed this by going to Federal Review and seeing that it hasn't changed from Standard Deduction. There is an issue with the software but these temporary employees that TT hires to ramp up capacity during this time don't know enough to help me. I'm a life long TT user. Why is it so hard to get to someone who can help me? Its beyond frustrating. And it doesn't make me want to keep using this software in the future. 

[JillS56]

To get back to the screen where the recommendation/option of itemized vs. standard are given follow these steps:

1. Open your TurboTax Return 
2. Go to the Federal section and the Deductions & Credit screen
3. Scroll down to the end and click on Wrap Up Tax Breaks
4. The next screen is the Itemized vs Standard Deduction screen
5. Scroll down further until you see Let's keep going and lock in the Standard Deduction for you.  
6. Underneath this line you will see a box that says Change my deduction
7. Click on the box Change my deduction.  This will allow you to select either Standard Deduction or Itemized Deduction. 
8.  Click on Itemized Deduction.  After you click on Itemized Deduction when it comes back to the Standard vs Itemized screen above the Change my Deduction box you should see this You've chosen itemized deductions, so let's keep going and lock that in for you.
9. Click Continue.

[kyleudall]

I already did this. That’s what I was doing online with customer support. I select itemized deductions, but then when I hit continue nothing changes. It still gives me the standard deduction. And I can confirm this under Federal Review it still shows Standard Deduction. I’ve done this over 20 times, I’ve cleared my cache and cookies, I’m using chrome. I’ve done everything they asked and every time a member of the customer support team transfers me to technical support since it’s obviously a software issue, the call drops. And this is after I have to spend 30 mins with the basic customer support member cause they don’t believe me. And that leaves me where? Sitting at the end of a dropped phone call with no way to get back in touch with the technical team besides calling in and waiting for the basic customer service member to walk through all their steps again. I know more about the software than they do. I’ve spent several years using turbo tax. It’s a technical issue not user error. And TT customer support model is so broken. 

[HeatherPLO]

We would like to take a deeper look into this experience.  However, we will need a diagnostic file which is a copy of your tax return that has all of your personal information removed.  You can send this to us by following the directions below:

TurboTax Online Token Request

1. Sign into your online account.

2. Locate the Tax Tools on the left-hand side of the screen.

3. A drop-down will appear. Select Tools

4. On the pop-up screen, click on “Share my file with agent.”

5. This will generate a message that a diagnostic file gets sanitized and transmitted to us.

6. Please provide the Token Number that was generated in the response.
 

[mwilcox1]

I agree, technical support needs improvement.  I am blocked from using Turbotax on my laptop due to a white screen box issue and no one has a clue.  I can't get my import to work since I can't login to intuit.com since turbotax just displays a white box?  Kind of ironic that turbotax 2022 has a bug blocking login to intuit.com.  But still very frustrating.  

[MichelleLO]

You are commenting on an older thread that may contain outdated information. Can you please clarify, if are you using TurboTax Online or the CD/Download software? 

Do you get the white box when trying to import a document?

@mwilcox1 

[mwilcox1]

I am using CD/Download of turbotax 2022 software.

When I go to file > import > financial inst  > search for Fidelity >  click on Fidelty > click on continue 

I receive 'First lets sign you in securely > I click on 'already have an account, sign in'  

Then I receive a white box.. 

[mwilcox1]

I have created a new post specifically on the Download Turbo tax 2022 bug I have found see White Box during import while using CD/Download of Turbo Tax 2022 Home and Business (intuit.com) 

@mwilcox1 

Thank you for the help. 

[CarissaM]

Have you been able to try what Kat suggested on the thread you posted above? @mwilcox1 

[kbirenba]

I am unable to transmit my return.  It says Validation Failed.  The system is having trouble recognizing my data.

SOMEONE PLEASE HELP

[CarissaM]

We cannot view the return here in this public forum. It would be best to click here and speak with us by phone so we can look into this. @kbirenba