NY is not excluding the 10200 income but TT has done that. How can I fix it? I can't get any customer support for their software error w/oupgrading which is not right.

The New York tax return starts with the income amounts from your federal tax return, then adds or subtracts adjustments for differences in New York law. TurboTax makes the adjustment for the unemployment exclusion automatically. As you went through the New York interview, you should have seen the following screen, which tells you that TurboTax is making the adjustment.

On Form IT-201, lines 1 through 19 are the amounts from your federal tax return. Line 19a is the adjusted amount. The details of the adjustments are on Form IT-558. One of the lines on line 1 of Form IT-558 should have the code 011 and the amount of the unemployment exclusion on your federal return.

Why do you think that TurboTax should provide live support when they are letting you use their software without paying for it? Paying people to provide live support is very expensive. TurboTax is a private company that is in business to make a profit. They are not obligated to give away their products or services. They offer Free Edition as a free trial, with limited features, in the hope that you will buy something. They do provide live support to paying customers. And they also provide this online community to provide support at no charge for everyone, including people who are using the Free Edition.