My fiance has been trying to get into his account for weeks. He updated his password and when he goes to sign in the verification code is set to be sent to an old phone number. He has submitted several requests to update phone number only on account recovery page. I spoke with a turbo tax customer service agent who said mail with his name and address on it would suffice as proper documentation since he can not provide the other options such as ID, passport ect at this time. Both forms of mail were declined. We then sent in a notarized document with his name and address on it and still declined (I can provide the case #). This is becoming unnecessarily tedious he just needs to update his old number to his cell phone number to retrieve the verification code in order to access his account and begin filing his taxes. I called customer support again and they would not allow me to really discuss his information but they did say they updated the phone number i provided so he can receive the code yet when he tries logging in now the number to send the code is still set to the old number. What is the issue here, why can he not get this handled efficiently? Please advise.
