I used FreeTaxUSA this year to file and was happy with them except for a pretty dark pattern.
If you google "FreeTaxUSA" and log-in that way, it'll change your free-file account to a paid account and there is no way to change it back. To free-file with them, you need to always log in using the special IRS link.
I thought this was pretty annoying, especially as there's no way for customer service to change it back. Their recommendation was to make a new account and re-enter all my tax info.
I've found slack (or other asynchronous tools) to be helpful for this. I'm able to ask a question without actively interrupting someones work. Once they get to a breaking point they can respond.