Intuit doesn't have records of your clients' returns. So, they won't be able to pull up any return for any year.
Agree with Bob that the SOLs for both returns should have expired unless those were tolled for reasons you should generally be aware of (e.g. bankruptcy, OIC, installment agreement, combat zone deployment, overseas residence, etc.) provided you've been preparing that client's returns throughout all these years. But there are also times when the SOL doesn't run until certain information returns are filled and you may not be aware unless your client tells you.
Agree with George also that you should request a transcript from the IRS and may like to speak with someone at the PPS (with a PoA) to find out what's going on.
In the old days, when older physical files needed to be sent to the storage and retrieved, files for years beyond those required by the IRS were routinely destroyed, primarily for economic reasons. In modern days, even though data storage by electronic means is much cheaper, that does not necessarily mean, IMHO, we should keep our clients' files perpetually. Policy for record retention should still be set in consideration of new laws, regulations, and guidelines on data privacy, such as those from the FTC and GDPR, which generally require businesses to dispose of personal information that is no longer necessary for legal and business reasons. After all, holding more data than is necessary could actually be a potential liability. To me, it's all part of the balancing act in our business.
Still an AllStar