I cannot even begin to explain how long it took to get tax information from them. I had to call them because the company I worked for couldn't give me any of my account information as they did not have it. So I called them.... over and over, being a total of 6 times in the past 2 months. First 2 times I was told that I didn't give them the right information and it was said they still couldn't resend it to the ADDRESS THEY HAVE ON FILE because I answered the question about my leaving date wrong (which it has been years since I have worked for that company). The next 2 times they said they were sending it in the mail, never did. They said it would take about 10 business days to arrive, but it has been days over that amount of time. The 5th time I called them, I asked to speak with a manager, I was transferred to 4 different people, then finally management. I told the manager that I will have to contact the IRS about the penalties I would receive for not filing in time, telling them that this company was (the first few times) refusing to send my tax information to me, then the rest of the time, saying they did send it, but never did. Magically, after this, he knew how to solve the issue, and he told me that he thinks I can just have it emailed to me. That manager then put me on hold and had to "go ask" if he could email it to me instead as to not receive penalties since the date is so close. I feel like he should know if he is indeed management, but obviously he did not. He then got the email wrong after checking with me 5 times to make sure it was right (not sure how that happened), he sent it to the wrong email. So I didn't receive it yesterday like he said I would. Had to call them again today asking to speak with a manager which they did not transfer me to and finally got an associate to figure the situation out that the manager could not. It was sent over through email finally, and it was quick and easy with the last guy, except the fact that he would ask a question then put me on hold for several minutes making me not want to speak with him at all. It was about an hour on the phone with them every time I have called before this. Always putting you on hold every 2 minutes for about 5 minutes with each and every person. I also found it to be funny when I called them for the second time last month and asked to speak with management, the associate then got very rude with me and told me that I would be told the same thing by the manager (my account couldn't be accessed), which is extremely unprofessional and so sad to see people like that working for this company. He told me he couldn't help me with anything else and told me to have a great day. Which I feel like If I'm asking for a manager it means I no longer want to speak with you as you are no help to me, regardless of what you think they are going to tell me. Obviously I was being lied to because the manager did try to email it to me but got the email wrong, but I did indeed finally receive it this last time. Obviously I cannot file without this documentation, and if I received a penalty it would not be my fault because I was being refused and lied to. They couldn't even resend the document in the mail to the address on file without asking an ungodly amount of questions just to make sure I am who I say I am. The also had to do this to have them email it to me which is understandable, but if I'm asking for it to be resent to the address on file, then I shouldn't be denied for answering my leaving date wrong (as again, its been years). Which I understand needing to ask questions to verify, but a lot of the questions were weird and made me uncomfortable (Name, Social Security, DOB, address on file, when I left the company I worked for, what color an old truck I had was, what my dads age was, how tall I am on my drivers license, and more) This is the worst customer service I've ever dealt with, not saying they are all rude, some of them are nice, but man do they make things frustrating when they can't even do what you ask the first few times you have called. The first people to answer the phones are rude. I mean I even to a manager who didn't do his job correctly yesterday, making me call again today to talk to an associate who helped way more than someone who is so called "above them". What a disgrace of a company, so glad I never have to talk to them again. I mean what a bunch of loops you have to go through to get them to do anything for you. If you are looking for a sign to go somewhere else, here it is.
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