As gently as I can say this, and please don't shoot the messenger, I think you're wanting a custom level of service (being able to pre-pay for REP charges and get them applied) that might be difficult or impossible for Intuit/Lacerte to provide.

I'll concede that they *should* be able to easily do this. But sometimes in big organizations with big legacy systems, the right hand can't talk to the left hand in unique ways (like prepayments being applied to charges).

Think of this in terms of your practice. We all get to run our practices differently. Some tax pros will bend over backwards to make an easy and smooth experience for the client. I take a pretty rigid approach with my clients: do these things my way or you respectfully cannot be a client (upload all docs to portal, all calls must be scheduled, work is entirely remote). Every exception takes extra energy and processing time, and I am willing to forego the revenue from the clients that would want to bring me paper docs or phone me on their timetable.

The best I can recommend is to call the Support number and when they ask you to describe your issue, say "billing." That should get you over to the Sales team away from the Support team. Maybe you've already done that, I don't know from your post.

But if you want to reduce these headaches for yourself in the future, and you want to stay with Lacerte, I'd gently recommend you consider doing REP payments their way and setting whatever reminders or systems you need in place to allay your concerns and make sure you don't miss a statement.