Taxpayer's return was prepared and emailed on February 25,2023 for review. Line 25c had other tax payment of $3,317.and the return had a refund of $1,420. The return was e-file March 3.

After more than 6 weeks, taxpayer contacted me because she cannot locate her refund on IRS website. Upon review, I noticed that the amount on line 25c  is  zero and the taxpayer have a balance due of $1,897.

I have reviewed the tax return several times and could not determine why line 25c had $3,317 on the return I emailed to the client and line 25c had zero on the return that was e-filed.

I called intuit and I was told it might be due to program update. If it is, how should I resolve this issue with my client?