H & R Block Inc., U.S. Headquarters

Dear Revdex.com,In response to this complaint, our review reflects that H&R Block has received Ms***' Affidavit of Fraud in which she claims not to have endorsed or received any benefit from the checks referenced in her complaint. Unfortunately, the dates of the
checks referenced in Ms***' Affidavit of Fraud are outside the acceptable dispute timelineEmerald Financial Services, LLC is thereby denying her claim for replacement checks.Based on the dates provided and the limited information retained by Emerald Financial Services, LLC, Ms*** elected to receive a Refund Anticipation Loan (RAL) during her tax preparation process for the years the checks would have been issuedThe RAL was an HSBC Bank product offered to H&R Block customersIf Ms*** wishes to contact HSBC Bank regarding this issue, their customer service hotline is 1-800-975-However, the dates provided in her Affidavit of Fraud may also fall outside of their records retention policy. As a result, we consider this matter resolvedWe assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.We respectfully ask the Revdex.com to close this caseHowever, if you should need anything further or have any questions, please do not hesitate to contact me. Sincerely,Michelle U***Associate Business AnalystH&R Block

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: The tax preparer is the one who told me that the return was most likely mis-filed at the Tax Board, and she is the one who started the dialog with them She said that there was no action necessary on my part When I received the second notice, she called the IRS on the phone, and they confirmed that no return and no money was received The tax preparer then advised that I pay the bill, which I already submitted into evidence I paid it in full the following day I was following the tax preparer's advise I am being penalized because I followed her instructions to the letter This demonstrates poor business practices on the part of H&R Block
Regards,
*** ***

Dear Revdex.com,In resolution to this complaint, records reflect that our district office has addressed matters with Mr*** directly as it relates to his amended state returnAdditionally as a client service gesture, we have refunded Mr***’s tax preparation fees and a
check was mailed on 3/14/We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlySincerely, Steana W*** Associate Business Analyst H&R Block

Dear Revdex.com,In resolution of this matter, MrW***'s request for a refund is being granted for the amount of $as requested in this complaint. As a result, we consider this matter resolvedWe assure you that we take the concerns of our clients seriously and make every
effort to resolve matters thoroughly and fairly. We trust this response will allow your office to close your fileHowever, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely, Jennifer S*Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, our district office contacted Ms*** directly and reached a mutually acceptable resolutionAs a result, we consider this matter resolvedWe assure you that we take the concerns of our clients seriously and make every effort to
resolve matters thoroughly and fairly. Sincerely, *** ***Associate Business AnalystH&R Block

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparations services that Ms*** may have, our review of this matter reflects that the amount of underpayment to the State was not due to H&R Block's error, rather the amount of the withholding as
directed by the client to their employerAlthough H&R Block would is not at liberty to pay the tax liability, as the return was prepared correctly with the information provided, H&R Block has refunded a the amount owed to the State as a gesture of good faithThe check was sent to Ms*** on Friday, July 17, 2015.As a result, we consider this matter resolvedWe respectfully ask the Revdex.com to close this case.Sincerely,*** ***Associate Business AnalystH&R Block

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
*** from H&R Block was extremely helpful, professional, and efficient in correcting the issue. We really appreciate her assistance. While we won't use the E-Gift Card Rebate Program again, we will continue to use H&R Block for our tax needs. Thank you
Regards,
*** ***s

Dear Revdex.com,In resolution of this matter, the District Manager contact Mr*** directly and reached a mutually acceptable resolutionAs a result, we consider this matter resolved. We respectfully ask the Revdex.com to close this caseHowever, should you have
additional questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely,*** ***Associate Business AnalystH&R Block

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***In addition to, I had correspondence with the district manager, Marilyn Raisor, via phone and email stating she will reimburse a full refundI find that this resolution is satisfactory to me
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Did they talk to *** *** about her telling me and my wife that they would take care of her mistakeDid you make a mistake on line or notWhat interest and penalties is the check for why did it take you over days to respond to my complaintBut you want me to respond to a office that closes right after the tax season at the eastland mall you guys change your location every year .it's a shame that a loyal customer thats done there taxes with you for a number of years has to go through all this just to get what was not there mistake .I just paid for your senior tax agents mistake thats what I call real peace of mind .you say you've done millions of returns how many were corret.maybe you shoud take your time and do them correct instead of worrying how many millons you've doneI will never accept that this is what I paid for.be sure I will go to another tax company from now on who will not hide behind there conditions and terms

Dear Revdex.com,In resolution of this matter, our District Manager contacted Mr*** directly and reached a mutally acceptable resolutionAs a result we consider this matter resolvedWe respectfully ask the Revdex.com to close this caseHowever, should you have
additional questions or desire to discuss this matter further, please do not hesitate to contact meSincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com:H&R Block has reviewed Ms. ***'s rebuttal to our prior responseThis response contains H&R Block’s final position.In response to Ms***'s rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services. The POM was not purchased and therefore does not applyAdditionally, to further investigate, Ms*** must present the IRS notice to her local office for review. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated March 6, 2017 and we refer your office back to that response.We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial.Sincerely,*** ***Associate Business AnalystH&R Block

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I Have finally spoke with someone after several return calls and I finally having to hang up after being on hold for over min. My issue with the web site leading you to set up an appointment, the drive timewasted and poor treatment at the office was not addressed.
Regards,
*** ***

Dear Revdex.com, In response to Ms*** rebuttal, further review determines that the rebuttal raises no new issuesTherefore, we stand by our original response dated 5/26/and refer your office back to that responseAlso, be advised that the franchise office has agreed to reach out to Ms*** directly and continue their investigation into this matterMs*** should expect immediate follow up from her local H&R Block Franchise office.Sincerely, *** ***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block reissued a check for the amount requested in Mr***'s complaintThe check was sent to an updated address provided to H&R Block by Mr*** on May 12, The check was mailed to Starwood Pass, Lake In The
Hills, IL As of June 14, 2017, the reissued check has not been returned to H&R Block. Should Mr*** still find that he has yet to receive the replacement check, we advise him to contact us directly at ###-###-#### Monday-Friday from 8am to 6pm CST.We respectfully ask the Revdex.com to close this caseHowever, should you have additional questions or desire to discuss this matter, please do not hesitate to contact me.Sincerely,Michelle B***Associate Business AnalystH&R Block

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***-***

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of assisting Mr*** with gathering and submitting the requested documentation by the IRS. We will continue to correspond with Mr*** in attempts to reach a mutually acceptable
resolution.We ask that the Bureau note our current efforts to resolve Mr***'s complaintSincerely,*** ***Associate Business AnalystH&R Block

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: *** (the Manager at the *** *** *** branch) stated back in late February, that she saw the mistakes, profusely apologized for the errors and that she was processing a refund for all but the state processing fee (as that was correct)She said the amount would for approximately $340, or whatever their processing fee was, minus the state return processing feeShe stated that it would take a few weeks to be processed as it would be coming from the Corporate Office and not their local officeI was fine with thatShe said that the typical process was that I was to let them rectify the situation, but given the issue with this return and my not wanting to use them for fear of another mistake, she was authorizing the refundA few months later when I still hadn't received ANYTHING, or even a call to say what the hold up was, I had to make numerous calls locally and to the Customer Service numberI was passed around from person to person, claims were put in and most of the time I didn't receive any follow-upOnly after probably the 10th call did I receive an offer of $to rectify the situation, which wasn't even remotely close to what *** had told meThey stated that they had reached out to her and she said everything that she agreed to refund was doneThat is completely false, and I didn't receive anything that she told me I wouldAll I am asking is that they stand by what they told meI used them for so many years and I feel like they haven't valued that at all.I do not accept their response
Regards,
*** ***

Dear Revdex.com, While we regret any confusion or misunderstanding Mr*** may have experienced regarding our tax preparation services, our review reflects that Mr*** selected an H&R Block do-it-yourself (“DIY”) tax preparation product to prepare his own return The
software allowed Mr*** to file as Head of Household while Mrs*** was filing Married Filing Separate. Both returns should have been filed with status as Married Filing SeparateThis issue caused rejections of both returnsIn resolution to this matter, H&R Block has taken a number of steps to assist Mr***. At this time we have initiated the refund of product fees for the client and his spouse. We have also offered complimentary products for and tax years. In addition to that, we have contacted a local tax office near Mr*** that has agreed to assist in completing any amendments that may be required for Mr*** and his wife in person to be sure that this matter is fully resolved. We will be covering the cost of the office visit for Mr*** so that this can be corrected at no additional cost to himWe trust this response will allow your office to close your fileHowever, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me*** *** Associate Business Analyst H&R Block

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have received the check yesterdayMatter has been resolved thank you!!
Regards,
*** ***