Thank you xmasbaby! Your human intelligence provided the exact information I needed. I called TurboTax. Total time to fix my problem was 14 minutes, including time spent answering the chatbot's questions and waiting for an agent to be available. This is how it should be.
I have used Turbotax Download for over a dozen years. I've used the same email address with my Intuit account 2019. I am not a free online filer, but every time I log into my account it wants me to answer a few questions in order to start filing my taxes. According the very helpful customer service agent I am not alone with this problem, and she does not know how to correct this mistake in my Intuit account.
This information about me is beside the point of my rant. Intuit's AI chatbot is frustratingly primitive. After asking the same series of questions three times and receiving the same user response "Give me the phone number for customer service." it should be programmed to say "I don't seem to be answering your question. Let me connect you with a customer service agent."
Good customer service will keep people coming back. Bad customer service will drive them away.
I don't know if you are an employee of Intuit or a dedicated volunteer, but thanks again. I do not look forward to the day when companies turn all their customer service over to AI chatbots.
