disturbing update: I contacted support and the rep for ProConnect Tax was unable to recover the lost returns or the clients, very troubling and I thought the community should be aware that this is an issue if using ProConnect.  I asked if they could connect me to a technical team if they were unable to resolve the issue (this was after 45 minutes of them trying in silence) and they said they have no way of reaching out to anyone else at ProConnect.  It seems everyone is on their own there.  I'll see if I can get some help either here or try calling again.  Words can't describe how uncomfortable this whole situation is.