Turbo Tax — privacy issues/customer service issues
I have used Turbo Tax since 2002 and have had no issues until today, February 24th, 2010.
I called Turbo Tax customer service today to speak with someone regarding a serious situation, regarding receiving someone else’s private information, such as name, address, credit card information, and turbo tax information including confirmation #’s. I was worried that if I got her information then did someone else, maybe this same woman, get my information. In my shock I called turbo tax to try to find out how something like this could have happened.
After going online and entering in my information and then receiving a incident number then finally getting a hold of a person I explained my situation and then immediately asked to speak with a manager. Once I got a hold of a person after waiting on hold for a manager for over 30 minutes I found out that I was just put back in the call center que. I thought I got a manager but then I realized that it was just another call center associate, she stated her name was Melanie. I explained to her that I needed to speak with a manager immediately because I had already been on hold and I thought that I was waiting for a manager during this time. She told me to hold once more, this time without music, thank goodness! All she did was mute me so she could still hear what I was saying, I knew this so I muted her on my phone. She came back on and explained to me at 50 minutes into the phone call that it would only take the manager about 5 more minutes to be able to talk to me. So I was then put on hold AGAIN, this time put on hold with music (but this time no automated voice telling me thank you for waiting on hold someone will be with you shortly…..haha I think not!).
At 1 hour and 15 minutes the music stopped playing and I thought that I was hung up on, but I waited to see if the hang up sound (eh eh eh eh-worst sound ever) would come up and it never did. So I waited some more……. She finally came back at I hour and 25 minutes and explained to me that I had to go to the website and go to the technical support area to have this worked out. At this point I am going to lose my cool. So I asked for the supervisor/manager/basically any superiors name so I could follow up with this later. Melanie refused to give me a name of a supervisor and then told me that she was speaking to a group of people. Fine then, I said I just want one person’s name that you were speaking to. She then proceeded to tell me that she was speaking to the internet and that I would need to contact escalation issues through internet services. I told her that I was refusing to hang up the phone until she gave me a name of a supervisor or allowed me to talk to supervisor about the issue. I asked for her name again just to make sure, but she said nothing. This is when I said, Melanie is it (then got irate and started yelling ) this is b.s., I cannot believe that I am having to go through all of this just to straighten out a mistake that I did not make! After that she muted me. I intended to wait until she hung up herself because there was no way that someone from Turbo Tax’s call center in India was going to treat me like I don’t deserve the proper customer service without me putting up a fight. At 1 hour 38 minutes and 32 seconds, my husband got on the phone and said “that it was fine if you want to mute us because I have worked in a call center before and I know that your call summary will show that you have been on the phone with one issue for over an hour, that is when she finally hung up at 1 hour 38 minutes and 32 seconds. Crazy! I refuse to work with Turbo Tax again after this absolutely asinine headache! However, you better believe they will be receiving many letters regarding this issue.
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