Even worse, when the user calls the H&R Block help number, a computerized voice does offer the user the option to downgrade, but notes that it will have to delete all of the data the user entered!!!
Talk about sleazy.
You build it for free.
This user then adds a tax pro review service but decides later that they do not want that add-on service. But now the user cannot remove that added-on service on the H&R website. The user calls in to an automated phone line which tells the user that, in order to downgrade, the system must clear out all of their data.
Don't attribute to maliciousness what can be attributed to incompetence.