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@bobbyeyes wrote:

.However the program makes you take entire federal withholding only to the first year 2020..I asked why the tax cant be rated over 3 years.

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The law had a provision for spreading out the distribution over 3 years, but the law did NOT have a provision to spread out the withholding.  So the law says it is all used in the year of the withholding.

The customer service reps are not meant to teach us the tax laws, so it is perfectly understandable they would not know how to do something that is not allowed (such as spreading out the withholding).