TurboTax error - customer service wants me to upgrade to fix their error

[johndoe2024]

Upon reaching the "Federal review" screen, I noticed an error on the summary page (2 different values listed for Tax Liability - one incorrect in the sentence on top, and one correct in the table shown below it).  The incorrect value is then used to calculate my refund, which is then wrong as well. I spoke with a customer service rep who I then shared my screen with and she agreed. She put me on hold to talk with someone else to find out how to fix it and then came back and said I would have to pay for an upgrade to get personal assistance. Even though she acknowledged the error in the system.  I don't think I should have to pay for an unnecessary upgrade just to show them where their error is, and have it corrected.  After numerous years of using turbotax, I think its time to switch to HRB.

[CatinaT1]

Were you able to solve your issue? It sounds like you were talking to someone in tax help and not customer service. Please use the information below to contact customer service.

Here is a link:  Turbo Tax Customer Service 

[johndoe2024]

I followed the link you sent, and it says I would have to upgrade and add “Plus”.  I shouldn't have to upgrade and pay more in order to show TT where they have a problem.

Actually- I started to download last year’s return on Saturday so I could use it to start working on the HRB software, and while downloading, it gave me an option for a TT customer service call back. I agreed to the call and then spoke with someone who acknowledged that there “is a bug in the system” and said he would have a Tech call me back to resolve.

That was 2 days ago. No call yet.  TT just keeps failing.

[johndoe2024]

Finally got some assistance. 3rd try is the charm. The "Federal Review" page shows Tax Liability as if it is the actual final tax liability that is used in calculating your refund. IT IS NOT.   It does not include additional taxes that are generated from Schedule 2.  The refund amount was correct, but the "Federal Review" page does not accurately depict Tax liability.