I am going to ask you to contact our support team as they will be able to view your screen to assist you, if your issue is not resolved by the first agent, please ask to have the issue "escalated".
Link below to reach them; answer the questions, so it guides you towards the right team.
Apply the drop downs and you will get a phone number specified to your question (ie - support, care):
- I want to talk to someone. How do I phone you? - https://turbotax.community.intuit.ca/replies/3152013