Totally broken user experience, including customer service. It all started because I need access to a simple tax form. The kind of information that takes 10 seconds to get on other accounts. But not on alight. First, the system asked me to change my password. I use a password manager, so can generate arbitrarily hard passwords, as is best practice. But there is a confirmation field that doesn't support paste, so had to enter the confirmation manually. Ok, irritating but not a show stopper. Then, it asked for some additional verification (my maternal grandfather's first name). Somehow that information was rejected thrice. And now my account is locked. I then tried to contact their customer service to sort it out. I called four times, each of which I was asked to navigate a byzantine labyrinth of phone menus (at some point I was offered an option to report a death!), then put on hold, and invariably eventually got disconnected. I tried their callback system: it did call me back, then put me on some additional hold, played music, then went silent, then eventually disconnected. I also tried to stayed on hold, heard music, then silence, then was disconnected again. Finally, I got a representative, who started painstakingly to take in my information over a very bad connection ("can you hear me?"; "so what company do you work for?"), and she was disconnected mid-sentence at the 2-minute mark or so. What about some modern security authentication measures (e.g. MFA) to start with, rather than this childish and useless comedy of errors? What about having a decent and usable help center?