I don't know why. That makes no sense. They are there to make money. I long ago found a personal accountant and he's been doing my taxes for years now. I would suggest that you do the same. More personalised accounting.
They may be swamped with customers. OR They could be dealing with my late brother. He was a "tough guy gangster", in reality a sad little man. He tried so much stuff on his taxes that our tax guy just gave up on him. Sent everything back.