Message about all 50 Basic federal & state returns, but only 4 have been used

[Silver_City_CPA]

Hello,

On Pro Series Basic I purchased the 50 returns in December. When I went to file the 6th return on Saturday, Feb. 15, I got a message that all 50 returns had been used, and I would have to pay to do any more returns. I've now called them five messages, and spent almost 2 hours with different reps. They have been on my computer through "glance," and saw the problem and the answers have been:

--we're working on it, there are other customers affected

--we will get back to you within 24-48 hours (missed this deadline twice now)

--asked nice rep today (call #6) and asked could they please put a credit on my account to enable me to file at least five of my clients' returns, and she said she would call me back today. Hasn't happened.

--I'm afraid if I pay another $1,000 to file another ten returns that I'll never be able to get Intuit to refund that additional money. It seems easier for them to just credit my account until they can get the problem fixed.

--Three times they've "escalated" my concern and made promises that they haven't kept. When I asked how to take it one higher level, they just gave me my case number.

--Normally I am patient, but one of my waiting returns is for an 80-year-old women with ovarian cancer who needs to take her tax return to the hospital by tomorrow in order for Astra Zeneca to continue receiving the drug for free without having to pay $30,000 per year. I've promised her the return now for five days.

Any advice on what to do?

Thanks in advance,

Charlotte

[Just-Lisa-Now-]

@IntuitGabi  can you add anything to this issue?

[IntuitGabi]

Hi @Just-Lisa-Now- & @Silver_City_CPA. Yes, I'll look into this. Thanks. 

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