Intuit Back End Team Failures

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Thank you - although I was promised that someone from back end and/or manager would be calling me today to fix a major issue, I'm still waiting to hear back after another 3 1/2 hour chat this morning. I know that those of you that help are sort of "stuck" in the middle between back end and the customer, but this is getting rather ridiculous. If someone can just pick up a phone and call so we can communicate more effectively an issue that has gotten progressively worse, many things could be solved quickly and more effectively. Any help is most certainly appreciated.