Taylor addressed and Fixed the problem
My husband & I aren't getting any younger, and so I decided it was time to take a serious look at a Will & a Trust. As it turned out, my bank app has a tab/hyperlink to the Trust&Will site. There was some verbiage about a discount if I used the link, so that made the decision easy. However, once I purchased the Trust, the discount was not applied, and I was charged the full amount. I contacted CS and Taylor responded. I sent Taylor the screenshot and was refunded the difference. I didn't have to ask. It was proactively done. Taylor helped me with questions (like how to enter information correctly in the Trust app, and recognized that there were in fact a few glitches in the app and explained that this would be shared with their tech department. If I have a problem or concerns that are addressed proactively; without having to involve upper management, threaten, or cajole; then we’re pretty much gonna be friends. I greatly appreciate that Taylor made this easy for me!