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

Dear Revdex.com,In resolution of this matter, Ms***'s funds were placed back into her account on March 3, as a result of the completion of our fraud investigationWe contacted Ms*** directly and provided guidance regarding the fraud investigation process.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

In response to Mrs***'s rebuttal, our review determines this matter raises no new issuesMrs***'s taxes were filed correctly with the documentation that was provided at the time of her appointmentIf Mrs*** has any other questions or concerns those should be addressed directly with the Franchisee.Therefore, we stand by our original response dated 5/12/and refer your office back to that response.We respectfully ask the Bureau to close this complaint AJRHowever, if you should need anything further or have any questions, 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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear Revdex.com: In response to this matter, our investigation reflects that Ms***'s complaint is against a franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client. While we regret any confusions or misunderstanding of the tax preparation services Ms*** may be experienced, our review of this matter reflects that the Peace of Mind Extended Service Plan was not purchased at the time of tax interview and therefore, would not apply in this situation. H&R Block prepares millions of tax returns each year, and if we do make an error, we are committed to making the situation right. It is *** ***, H&R Block Franchisee’s belief that he has done so in this case by amending the tax return to accurately reflect the appropriate information and he would like to offer a $gift certificate off of next year's tax preparation. We respectfully request that this case be closed administratively judged resolved as we do not believe that any further response on our part would be beneficialHowever, if you should have additional questions or desire to discuss this matter further, please do not hesitate to contact me.Sincerely,*** ***Associate Business AnalystH&R Block

Revdex.com: I have no missed calls from them, although I have been in the hospital for three days and the ER twice However, there was no phone number in this letter to return the call and I don't have a regional number Please get that number for me.
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 Ms***. We will continue to correspond with Ms*** in attempts to reach a mutually acceptable resolution.We ask that the Bureau note our current efforts to resolve Ms
***' complaint.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]
Again there is no resolve I've attempted to discuss this with the franchise place and all they could say was sorry you're unhappy but thanks for using hr block This is absolutely ridiculous! Because again in this official response its pretty much the same answertoo bad we have your money already, nevermind my very real concerns!! You all advertised EVERYWHERE free tax prep when done online, the EXACT same forms that were completed in the office for my returns So I get penalised for going to the "franchise" location?? I get screwed out of dollars because I went into any office and used an agent? Isn't that how your business works - people go into an office and keep your agents employed, giving them clients to attend to, spending money to file returns and paying fees for being a customer? Is this not how business would, because I'm pretty sure if clients didn't go into an office you would feel the loss of money Like I stated originally, I understand there are fees I'm good with paying for services rendered, can't make money if there wasn't a cost for services, I get it BUT I do not understand why its dollars, I've never paid more then federal and state returns, never And had I known that it was to file in the office location I would've taken my w2s home and filled them myself online- for FREE But I was unaware of this fee until after signing off! That's very shady business practices!!
Complaint: ***
I am rejecting this response because:
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 as Assumed Answered]
Complaint: ***
I am rejecting this response because:*** *** *** from the H&R office in question reached out to me by phone on 6/30/after sending me an email, which had indicated that she was working diligently to resolve this matterDuring this subsequent phone conversation, she advised me that after having exhausted other efforts, the next step they were going to take is to submit an insurance claim in order to reimburse me the amount of my refund money ($3879.00)*** advised me that I should receive my reimbursement within a “couple of weeks”During that same conversation, she requested that I fax her a voided check and provide her my Driver’s license numberI provided both of these requested items that same dayI have since followed up requesting by email and phone that she confirm receipt of these two items and to reconfirm that they had everything they needed to proceed with taking the next steps and to reconfirm the timeframe for which I should anticipate receiving my moneyAs of today (7/6/16) I have not received a response back from *** (or anyone else from H&R Block) as of yet.I am optimistic that *** (and the appropriate individuals at H&R Block) will follow through on their commitment and issue me (at a minimum) a reimbursement in the said amount of my tax refund, within the stated time period (i.eapproximately weeks according to ***)If they do in fact fulfill their stated commitment, then I will gladly consider this issue to be resolvedHowever, in lieu of the current non-responsiveness, I am not comfortable accepting the Revdex.com response they provided, so I am rejecting this Revdex.com response, pending completion of the final resolution that they have assured me, when I have received the actual reimbursement of $that is due to me.
Regards,
*** ***

Dear Revdex.com,
In response to this matter, our research shows there were no errors on the returns H & R Block prepared
As a client service gesture we have approved a claim for the amount of
We trust this response will allow your office to close this case
However, should you have additional questions, please do not hesitate to contact me
Sincerely,
Natalie M***
Associate Business Analyst
H & 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 responseThe District Manager for the area, ***, contacted me last Wednesday (April 1) to resolve this matterHe told me that he would find a representative of H&R Block who is a CPA to assist us in a review of all our tax documents since the Home Buyer's credit (when we first started having issues with our taxes)He did not have the contact information of someone at the time, but assured me that he would call me promptly to speed this process alongI have not heard back from him yet, and it has been almost a week.This furthers my *** of the incompetency of H&R Block.
Regards,
*** ***

Dear Revdex.com, In response to the rebuttal, records show that Ms***’s tax preparation refund has been mailed to the address referenced in the complaint as stated in our prior response As for the federal tax refund that Ms*** refers to in her rebuttal, records additionally show that after the client’s initial check was sent back due to the incorrect addressAn automated message went out to the phone number on file notifying the client that her check had been returnedThe funds remained in the account until we received a request to reissue the funds via direct depositAt which point, our office was provided a Bank of America Direct Deposit Enrollment Request Form and voided checkThe refund was then processed via ach to the client’s banking account on or around 4/25/We recommend Ms*** contact her banking institution to verify the transaction Sincerely, Quintina M*** Associate Business Analyst H&R Block

Dear Revdex.com, In resolution to this matter, records reflect that Mrs*** selected to file RAC DD (Refund Anticipation Check) and opted to have her tax refund direct deposited into her banking accountAs such, the client’s banking account and routing number was provided to the
tax professional and concurrently entered in the systemAdditionally, when we attempted to deposit Ms***’s tax refund to the account provided, the funds were returned to HRB for the following reasons: “No Account/Unable to Locate Account” with further explanation that indicates the account number does not correspond to the individual indentified in the Entry, or the account number designated is not an existing account number and for this reason a check was issued to the address on recordWhile we regret any confusion or misunderstanding Ms*** may have experienced, it is our belief that we filed the tax return correctly with the information providedHowever, as a client service gesture we are refunding the $that Mrs*** requested as a resolution to this matterWe ask Ms*** to allow to days for processingWe assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlyWe 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, Quintina M*** Associate Business Analyst H&R Block

Dear Revdex.com,In resolution to this matter, our records reflect that our district office is in the process of assisting Ms***We will continue to correspond with Ms*** in attempts to reach a mutually acceptable resolutionWe ask that the Bureau note our current efforts to
resolve Ms***' complaint Sincerely, *** ***Associate Business Analyst H&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:
Regards,
*** *** we have yet to hear from h and r blick in response to our complaint as well also we have yet to receive said letter stated above do we can not comment on the contents of alleged letter or if it truly exists or not however we have since filed a police report in response to the theft of my wife’s cards wallet and purse because this fraudulent activity is not right and we should not be held accountable for charges on the emerald card that were made by a third party against our dishes or knowledge because of theft we are devastated by the circumstances and actions that have happened since the theft of my wife’s purse

[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: It is still pending secondary review from H & R Block. In response to my rebuttal, I was contacted by a representative of H & R Block's Executive Escalation teamI spoke with the representative on Thursday (May 19, 2016) while I was at workOn Friday (May 20, 2016), I faxed the representative a copy of the attached proof that I did not receive the IRS notice when H & R Blocks says I should haveI see that today, another claim was submitted for the Peace of Mind Guarantee I purchased. Regards,
*** ***

Dear Revdex.com, While we sincerely regret Ms*** dissatisfaction with our pricingH & R Block has knowledgeable tax professionals and has a several guarantees that come with the tax preparation that many other institutions or accountants do not offerAdditionally, H &
R Block fees are based on the number and complexity of the forms and for the service that is providedAs it relates to this situation, our records reflect that District General Manager Dennys, contacted Ms*** to provide a full explanation of fees that were charged to prepare returnAs a result we consider this matter resolvedSincerely, Natalie M*** Associate Business Analyst H & 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 was addressed Mr*** and I am Ms***Also, I have not heard from the person who sent that letter to Revdex.com at all!!!!
Regards,
*** ***

Dear Revdex.com,In resolution of this matter, Mr***’s claim has been approved for the full amount requested in his complaint. The check will be sent out on Thursday, August 24, 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 B***

[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,
*** *** thank you for your help with this matter

[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:H&R Block's response is not acceptable. I do not agree with how H&R Block is now trying to represent this situation,especially with their reference that this is somehow my fault!? I find it completely unprofessional, dishonest and disingenuous*** ***, the H&R Block Franchise Manager and is also the individual whom actually prepared my taxes and filed for my refund, he admitted to me (and my accompanying witness) on more than one occasion that they (H&R Block) had made the error and would fully resolve this issueAt no time throughout this process did they ever even suggest that this was somehow my error, that I had provided the wrong banking information or anything of the such...That is until now, now that they are either unable or unwilling to continue efforts to resolve this matter using the ch***els they have chosen, nor willing to take appropriate ownership of their mistake and provide me equitable compensationIt is not only convenient for them that they are now taking this approach, but it is extremely dishonest and unfortunate.For additional background - In a subsequent visit to the indicated H&R franchise Block office, which took place after bringing the issue of the refund deposit delay to the attention of the H&R Block Franchise Manager, *** ***, whom is also the accountant whom prepared my taxes, I met with *** in-person to further discuss next steps/resolutionAt that time *** specifically advised me and the individual whom had accompanied me (Whom can and will attest to being witness to the conversation), ***, in no uncertain terms, advised us that the incorrect banking information was indeed an error caused by H&R Block's system, further explaining that their system had inadvertently transposed another customer's banking information onto my records*** further commented that there was no way that I could have accidentally written these wrong numbers down because the odds of me randomly writing a series of account numbers exactly matching another H&R Block's customer's information, an unrelated party's bank account and routing information for a different bank in an entirely different state where I have never lived or banked was statistically impossible*** was very apologetic for their error, provided us reassurances that he and the Franchise owner, whom he advised was a lawyer, that they would team up to resolve this issueConcerned about how long the process could take, we asked *** what recourse we had with H&R Block if this dragged on for unreasonable period of time and/or if H&R block failed to recoup my money altogether. To my shock and surprise, *** advised us that H&R Block was not liable for their error because I had not purchased their insuranceI found it absolutely absurd that my only recourse for their admitted gross negligence (Or potential fraud) would have been for me to have purchased some form of insurance?!!! In a transaction such as this, with a licensed accountant, licensed franchise tax business, etc., I firmly believe that H&R Block has a fiduciary obligation to provide me a professional service and are indeed liable for their gross negligence which has transpired in my situation and that I have a fair and reasonable expectation to be reimbursed in a timely m***er. I have been incredibly patient throughout the process and the communication evidence clearly reflects that more often than not, I had to be the one to follow up time and time again to get H&R Block to take the necessary next steps to try and recoup my moneyThey were often non-responsive and seemingly indifferent to my situationMoreover, with them now claiming that they have "exhausted all of their resources", why did they not communicate this to me months ago as I continued to follow up repeatedly and received no subsequent responses advising me that they were ceasing their efforts to assist?...And now their fabrication that I provided them the wrong banking information...Wow, a sad commentary on their lack of professionalism.My expectation at this point in time is that H&R Block compensate me for the amount of my tax refund, $3,879, which was redirected to another person's bank account as a result of their admitted error and negligenceContrary to what they are now alleging, I unequivocally did not provide them incorrect banking information - I provided my correct information which they did not correctly translate to the final documents that they prepared. Despite the time that has elapsed, the actual money paid to them to prepare my taxes (nearly $500) and despite the lost interest opportunity on that money and the overall undue burden that this has placed on me, if H&R Block is agreeable to and compensates me in a timely m***er (Within the next days) in the amount of my misdirected tax refund of $3,879, then I will consider this matter closedI believe that I am being more than reasonable with this request and if H&R Block wishes to demonstrate that they have any credibility then they need to take ownership for their error and proceed as I have requested
Regards,
*** ***