I discovered that the pro-connect support follow the model of turbotax support, i.e. they can answer the input question such as where to enter name and address, etc, but they cannot answer any in-depth questions, nor can log the issue in a case to be escalated. Their typical lines are:

1 - Our software is written according to the tax law, so it is correct even it is not, if you argue, they would say:
2 - I am not a tax preparer, I cannot answer tax questions even though it is not a tax question or it is a very a common sense issue
3 - Ask you to post on the idea board as if it is community supported freeware, and to resolve a problem is an idea

I think the problem is fundamental due to:

(a) the company also sells turbo tax for end users. If you have one client for which you pay $20, they will lose a sale on turbotax which costs $70.
(b) they also have a full service at https://turbotax.intuit.com/personal-taxes/online/live/ , which directly compete with us.

To change the above situations, the company needs to be split into three: (1) software for end users; (2) professional service; (3) software for professionals.

To solve the problem, please click the link in my signature, and vote for the idea to improve pro-connect support, when the idea gets enough votes, the company is forced to reply.