First, thanks for editing your other posts. I really and sincerely appreciate it. :) Second, I am very sorry that you lost so much work. I remember long ago losing around two weeks' worth of work on my master's thesis, so I understand the grief that's involved. I got much better at making multiple backups after that. But it really sucked, and when I think about it today, it still makes me a bit sad. I can understand how you still feel burned by that experience with us. I do appreciate you talking to me about what happened. Really.

The marriage-name-change question is a good one, actually. If someone legally changes their name after they are already a customer with us, they can write us a support request and make sure this gets changed in their customer information. If a customer who's just changed their name legally wants to be sure they get an account, they should update their legal ID first. (But I think most people in this situation do quickly update their legal IDs. I know my husband did when he took my name.)

We do have a brand new Head of Customer Service, and I will be sharing feedback from customers about their negative experiences. And I am sure that he will talk that into consideration when he assesses our processes and how we can improve them. --Katie