Another data point that proves Intuit is not customer centric. I have been commenting on the need to merge accounts for the better part of 2020, and I have NEVER been contacted by anyone at Intuit. No apology. No explanation. Nothing. During that same time, they had no problem reaching out to me with dozens of automated marketing messages "congratulating" me with attaining a new level on this forum, as if stroking my ego was somehow what I needed instead of an answer to a REAL problem they caused.
Recently, I have been receiving urgent messages to "login to my Intuit account" for my 2020 taxes. They clearly value my annual payment, but do they actually value me as a customer? I don't think so.
So come on, Intuit. Reach out with someone who can give me a real answer, not an ill-prepared CSR with a canned answer hiding behind corporately approved language. You might actually gain a customer for life. BTW, this is the main measure of most disrupting companies: Lifetime Customer Value.
And yes, this can actually be done. I work for a $30+B company with over 500M transactions per year. We contact every single customer who takes the time to complain about one of our products or our services.
