I'm sorry that you are having trouble reaching our customer service team. With the new tax deadline only a week away, our current volume to reach customer service is very high.
We don't have an e-mail system for customer service because we can't secure your personal information in an e-mail format. Protecting your personal data is of the highest importance to us.
To issue a refund we do need to access your account, which requires personal data.
The time it takes to reach an agent will drop significantly after July 15th, and we will still be here (we are available all year.) If you aren't able to hold for the period of time it currently takes to reach an agent, you may wish to wait until after the 15th to reach back out.
We also tend to be less busy first thing in the morning. Our current hours are 5AM-9PM Pacific time. (After 7/15 hours will return to 8AM-5PM Pacfic Time.)
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