I locked my H&R Block account online because I didn't remember the random pet name I entered some years ago.
I called and explained the associate my issue. She mumbled something about putting me on hold, I said yes.
About 10 minutes later another associate picked up and had no idea about any other associates putting me on hold.
I explained the issue again. She immediately told me that she has to transfer me to another department.
I said that I'm on the phone for 10 minutes now and asked if there's a direct number for next time, she said no.
I waited 38 minutes on the phone. I suspect they flag the "problematic" customers like me, the ones asking questions you know...
When a third associate finally picked up she said she can't unlock my account because they will automatically unlock after 20 minutes.
I said the good news is that I'm on the phone for the double of that time so I can try again.
I also said that I have a problem with the pet name.
She said it's case sensitive and I can go to IRS.COM to obtain a copy of my tax return if that's what I wanted.
And that's all the help I got. I stayed for the survey, I thought at least I can give some feedback.
The automated voice informed me that the survey system is currently unavailable and hung up.
I can't help but think that the survey system is only available when everything goes well.
Not sure how many of those still happen...
So I still can't log in to my H&R Block account because I still don't know the pet name.
For this reason I will never use H&R Block again.
I didn't like: Customer service.