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| - I usually do not have bad experiences with Southwest but today's customer service fiasco was a nightmare. I subscribe to Southwest and their email promotions. I usually take a look at the emails and see if there are any deals I can take advantage of. The last two years around tax time I received an email to get 1000 bonus points if I filed my taxes with TurboTax. I decided to go for it because I knew I had some travel coming up and bonus points would be great to tack onto my existing points, even though TurboTax is on the pricey side to file taxes. I tried it anyways because the bonus points were going to be beneficial.
The first time I filed, I clicked the "Click Here" and was prompted to log into Southwest and create a user name and password for TurboTax - no problem. Filed my taxes with no issue and waited for my points to show up. No points. The following year, I got the same email and decided to give it one more chance - same thing, "Click Here" and logged into Southwest and then again with TurboTax and went about filing my taxes. About a month passes and still NO POINTS. I finally call and speak to a rep and they apologize for the inconvenience and manually added 1000 points and said that my second set of 1000 points would get added on when they auto-added points in about 6 weeks - they said it would be no problem and I would get my points. So I wait AGAIN. 6 weeks pass and I decide to wait until the tax deadline and give it a few more weeks. STILL NO POINTS. so today I decide to call. The first call (30 minutes on hold) ended with being told that I have to call corporate, which is weird because I did call corporate. So I call back (another 30 minutes) to be told that I was given the incorrect information and I need to call a different number. So I call this different number (1 hour and 35 minutes on HOLD) and explain the issue and tell them I followed all the directions and do not understand what the issue was. I explained that I would not have done this if I knew it was going to end up with me not getting points and asked to speak to someone who may be able to give further insight into what the issues are surrounding why I cannot get my points that I earned by following their promotion. She stated she was a supervisor and that there is nothing she can do and that I am LUCKY I even got 1000 points as that was a courtesy. EXCUSE ME? She continues on saying an email was sent - I said no there was not, I received one email on 02/14/17 confirming I was getting points and that was the last I got on this topic. She continued to just say, "well there is nothing I can do" and I tell her that she has been less than helpful and hung up.
I will never attempt to redeem bonus points with Southwest. After reading other horror stories and how their customer service representatives treat customers who are paying their salaries, I will keep my spending with them flight based only (because I have never had an issue with flights). It is crazy that this even happened, as I was having a conversation about them with a co-worker earlier this morning prior to the call and saying they have the BEST customer service. Definitely rethinking that statement. I would have filed my taxes one way or another obviously, but the issue I had is that I was given conflicting information and wasn't given a resolution by this so called supervisor and I opted out of TurboTax and their promotion to get the Southwest promotion and two years in a row, I missed out on incentives because Southwest had issues with the linking of the account to my taxes (even though I showed them proof of payment and filing). Lesson learned *rolls eyes*
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