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

Their terms and conditions state that I must respond within 30 days after receiving a notification.  I responded at 20 days after I picked up the letter from my mail box.  They started counting not on the day the notice was received, but rather the date as printed on the notice.  In reality I responded 39 days after the date on the letter, but when you consider that the letter may not be mailed on the date that is printed on the letter and that the postal service will take some time, they are are in violation of their 30 days after receipt policy.  Their policy does not say 30 days after the date printed on the notice.  So they must allow for a reasonable grace period for the letter to get mailed, the letter to be in transit in the mail and the recipient to obtain the letter.  In my case I was on a business trip right at the time the letter was received so the letter sat in the post office box a few days.  I clearly met the requirement that I responded within 30 days of my receipt of the notification.  They are misinterpreting what their policy actually states and short changing all customers by starting the count based on the date that is printed on the notice.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s claim has been approved and the check will be mailed no later than Wednesday, June 22nd.As a result, we consider this matter resolved. We assure you 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 this file, however should you have further questions or desire to discuss this matter, please do not hesitate to contact me.Sincerely,[redacted]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 response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I tried to return the phone call made to me 3 times. there was no answer at the office, and the voicemail box is full so there is not other way to get in touch with them
Regards,
[redacted]

Dear Revdex.com,In resolution to this complaint, our records reflect that during tax years 2011 – 2014, Ms. [redacted] met with her tax professional in late January and the returns were filed in early February. Ms [redacted] would qualify for and receive Earned Income Tax Credit (EITC).Ms....

[redacted] received a notice from the Internal Revenue Service (IRS) in September 2014 concerning the 2012 tax return that was prepared and filed in January of 2013. The notice identified 1099-B transactions (stock sales) with a reported cost basis of $0.  The IRS requested confirmation as it meant adjusting the 2012 refund (disqualifying EITC due to unearned income above the allowable threshold).  In Oct 2014, Ms. [redacted] brought the notice to the office and provided it to her tax professional. The tax professional reviewed the notice, identified what the issue was, and requested that Ms. [redacted] provide the 1099-B that was not given in Jan 2013 when the tax return was originally prepared. Upon review of the the original client folder, we were able to confirm the 1099-B was not included with the rest of the documents that remained stapled in the client’s folder. Our records further reflect that between October 2014 and June 2015 we repeatedly requested for Ms. [redacted] to furnish the 1099-B while the non-response to the original IRS notice led to first a delinquency notice in December 2014 and then Intent to Levy/Garnishment notice in May 2015.  In June 2015, Ms. [redacted] signed a Power of Attorney which allowed us to contact the IRS on her behalf in efforts to get the Levy/Garnishment waived. At that time, we again advised Ms. [redacted] that the 1099-B would be needed to address the 2012 tax issue. In February 2016 Ms. [redacted] returned to H&R Block and we prepared her 2015 tax return. It was during this time the IRS “seized” her tax refund to settle the 2012 tax delinquency which could have been prevented had Ms. [redacted] produced the 1099- B in 2014 or 2015. After numerous requests, Ms. [redacted] eventually provided the 1099-B. We reviewed the document and established the cost bases which showed that Ms. [redacted] did qualify for EITC in 2012. As such we amended the federal and state tax return and as a client service gesture, we did not charge Ms. [redacted] for these services. We sincerely regret Ms. [redacted]’s experience. However, it our belief that Ms. [redacted]’s 2012 tax return was prepared correctly with the information provided and therefore, must respectfully decline Ms. [redacted]’s request for tax preparation fee reimbursement for tax years 2012-2015. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. However, if you should need anything further or have any questions, please do not hesitate to contact me. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved for the amount determined by our Peace of Mind review. This check will be sent out on Tuesday, December 15, 2015.As a result, we consider this matter resolved. We 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 case. However, if you should need anything further or have any questions, please do not hesitate to contact me. Sincerely,[redacted]Associate Business AnalystH&R Block

In response to this rebuttal, we recently tried to contact Mr. [redacted] and were unsuccessful. If Mr. [redacted] should return our calls, we will be happy to further assist him and address any concerns he might have. Otherwise, we are unable to further investigate this matter.We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his complaint. Sincerely,[redacted]Associate Business Analyst

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: Mr. [redacted] and I did not agree to a partial reimbursement of preparation fees. When I spoke with Mr. [redacted] on 05/10/16 I was advised I would be receiving the full refund of $450.50. I then confirmed that with his assistant [redacted] several hours later. Once I received check number [redacted] on 05/13 in the amount of $395.50 I called and left a voicemail for Mr. [redacted] that evening, then again on Monday, 05/16, and yet again on Tuesday, 05/17 requesting an explanation as to why I hadn't received the full refund fee as promised. Mr. [redacted] finally returned my call on Wednesday, 05/18.He stated that if he refunded our $35.00 Peace of Mind Guarantee then H&R Block wouldn't assist us with the IRS regarding any tax preparation errors that may have occurred on our 2014 return. Likewise, if our $20.00 Tax Identity Shield fee was refunded we wouldn't have the protection against a fraudulent tax return. I explained to him that I would not consider this issue resolved until I receive the full amount of $450.50 refunded. I further stated that I still have not deposited the check and offered to return the check so he can issue me a new one for the full amount. He stated it wasn't necessary and that I would receive another check for the balance. I did not receive a check for the balance of $55.00 but rather the response to my complaint claiming that I agreed to a partial reimbursement. I still have not cashed this check and I will not consider this matter resolved until I receive the complete refund of $450.50.  
Regards,
[redacted]

Dear Revdex.com,In response to Ms. [redacted] rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 10/21/2015 and refer your office back to that response. Sincerely,[redacted]Associate Buisness 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 [redacted]. I received a check in the amount of $85.00, which is not even half of what H&R Block charged me. I will accept this though, as this is just getting to be a long and drawn out process, and I feel it's just getting to be ridiculous. I'm still unhappy with H&R Block, and will never be a returning customer. I will also recommend to anyone and everyone to not go there. 
Regards,
[redacted]

I do not have copies of the return. I moved and have no idea where they went, but obviously they have everything on file. The POM form that was presented was one of multiple forms I had to sign multiple times. The last time, I didn't read what I signed, I just signed in aggravation.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:
Regards,
Johnny [redacted]

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparation services that Ms. [redacted] may have, our review of this matter reflects that her situation was handled in accordance with the product terms and conditions she agreed to and the...

application materials that she signed at the time.  Our records show the the user of the DIY product chooses the option to place refund proceeds on the e-gift card and in this case, Ms. [redacted] chose to allocate $4200.00 to the retailer [redacted]; see the attachment. The allocation of funds to the retailer happens after the IRS releases the refund amount. The user is notified by email that the funds are available and then they are able to choose which retailers they would like to use and direct the amount of funds to be loaded on a card. While we regret Ms. [redacted]'s dissatisfaction with her decision to load her refund on a e-card, neither H&R Block nor Tango holds any funds to return to Ms. [redacted]. We respectfully ask the Revdex.com to close this case. However, if you should need anything further or have any questions, please do not hesitate to contact me. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s claim has been approved for the full amount requested in his complaint. The discount was provided at the time of service on May 27, 2015.As a result, we consider this matter resolved. We 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 case. However, if you should need anything further or have any questions, please do not hesitate to contact me.Sincerely,[redacted]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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because I have 4000 on egift cards that I never wanted.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:  On 4/14, I spoke with [redacted]  who told me that I could set up a new account with a new email and when I would enter the ssns and birth dates, the system would trigger access to the old tax information from 2012-2014.  I was unable to do this until 4/18.  I received a call from her on 4/15 telling me that she had not seen any activity on my account.I created this new account on the evening of 4/18.  I entered in our information including socials and birth dates.  However, at no time did any prior information become visible.  So I contacted [redacted] today (on 4/19) and informed her that her solution had failed.  She mentioned that she had mailed me a letter and that she had sent this notice to Revdex.com.  She then  transferred me to Tier 2 Technical and I spoke with [redacted] there.  [redacted] informed me that there is no way for me to access the account without either remembering my old password or typing the security question in exactly as it was entered.  Apparently [redacted]'s information was incorrect. So we are back where we started.  [redacted] did tell me that they might be able to get me copies of my old returns.  However we still will not be able to use the information that I entered online.  So my service from H&R Block is not what I paid for.
Regards,
[redacted]

Dear Revdex.com,In response to Ms. [redacted], further review determines that the rebuttal raises no new issues. Therefore, we stand by our original response dated 4/10/2017 and refer your office back to that response. Sincerely,Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to this complaint, we reached out to Mr. [redacted] to address his concerns directly and have reached a mutually acceptable resolution. We sincerely regret Mr. [redacted]' experience with our product and services this tax season. We trust...

this response will allow your office to close your file. However, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to the complaint, H&R Block is currently in the process of assisting Ms. [redacted]. We will continue to correspond with Ms. [redacted] in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve Ms. [redacted]s'...

complaint. Sincerely, [redacted] Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]' claim has been approved for the full amount requested in his complaint.  The check will be sent out on Monday, March 30, 2015As a result, we consider this matter resolved. We 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 case. However, if you should need anything further or have any questions, please do not hesitate to contact me. Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, records reflect that our District office attempted to contact and address matters with Ms. [redacted] directly but have been unsuccessful. Our request, is that Ms. [redacted] return the call as soon as possible. We ask the Bureau note...

our current efforts to address and resolve the complaint. Sincerely, [redacted]Associate Business AnalystH&R Block