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Since Nov. 9 I have been trying to change the e-mail address associated with my RH account as we will be switching internet providers. I own accounts at several investment and financial institutions, each of whom managed to implement the change in 5 minutes or less. Today is Nov. 21 and RH is still giving me the runaround.
The main issue stems from the fact that I do not use a smart phone. They offered to send me a text message with a security code - as did many of the other institutions - but my landline phone cannot receive texts. In the case of the other institutions, they simply phoned me with the code. RH apparently cannot or will not do this.
Instead they requested a plethora of IDs and documentation, and sent me a link by which to submit it. The link required a smart phone, my lack thereof - had they taken the time to familiarize themselves with my case - they should've already known was the whole source of the issue.
They then sent me a different link, through which I was able to submit the requested documents. I was subsequently notified of their receipt.
Then they asked for "selfie" photos, which I submitted and was notified of their receipt.
Then they asked for my IDs again, which I'd already sent and which had been accepted. They again sent me a link which required a smart phone. I informed them, yet again, that I do not use a smart phone and would need to use the alternate submission portal to re-submit the documents.
I was subsequently contacted again requesting the same materials and provided the same link. My reply explaining the issue was ignored yet again.
Mind you, several days separate each of these exchanges, which is why this has dragged on for so long. Also, each exchange is with a different representative, none of whom, it would seem, bothers to read their predecessor's communications.
Since I'd gotten nowhere in nearly 2 weeks and was seemingly being ignored, I decided to open a new case via the customer service online chat. Once again, the same documents were requested and the same unusable link was sent. My explanation of the situation was ignored, as usual, and the customer service representative terminated the chat, saying that it would be handled via e-mail. I have yet to hear anything further from anyone regarding either case number.
Incidentally, this isn't the first or even the second time I've gone through this with RH. The same thing has happened every time I've attempted to make any changes on my account. RH either cannot grasp the notion that not everyone uses a phone for internet access, or has decided that those of us who don't are too few to be worth troubling themselves with.
