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

[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 followed all the steps needed to file a claim with H&R block the have not provided anything  tangible to support their response.
Regards,
[redacted]

Dear Revdex.com, In resolution to this matter, we sincerely regret Ms. [redacted]'s experience and would like to offer a full product refund for the software as a client service gesture. However, our records indicate that the software was purchased at a retail location and therefore, we must...

request proof of purchase. We have attempted to reach Ms. [redacted] by phone and have emailed specific instructions that our client must follow to recoup the reimbursement. We refer Ms. [redacted] to the instructions that have been provided to her if she has any questions she should call the number referenced in the email. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to this matter, our investigation reflects that Ms. [redacted]' complaint is against a franchise office which has the responsibility to resolve this matter with your office and directly with the client.I attempted to reach Ms. [redacted] to inform her that the...

owner of the location where her taxes were prepared was is in the process of reviewing her complaint and would be contacting her directly to address. However, Ms. [redacted] does not speak English and therefore, the message was left with her son. H&R Block will continue to correspond with Ms. [redacted] in attempts to reach a mutually acceptable resolution. We ask the Bureau note our current efforts to address and resolve Ms. [redacted] complaint. Sincerely,Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Mr. [redacted] rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 3/18/2016 and refer your office back to that response.   Respectfully,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com:
Thank you for resolving my complaint.  I know that everyone at H&R Block and I have been extremely frustrated by the course of events that took place in 2012-present related to my 2012 tax preparation.  I am so happy to be finished dealing with this problem, and I'm sure they are too! 
Best,
[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:  When I brought my original documents back in I was not missing the document because [redacted] never asked me for a missing document.   [redacted] kept my papers to look at the errors when I told her I didn't want her to keep my documents but she said this was the only way she would look at them.  I was forced to leave my papers or I was going to get no help from the errors [redacted] had done.  I came back unannounced a couple days later because I wanted my papers back and she didn't want to give them to me.  The reason why was she tried doing the addendum I told her not to do because I had already started my own.  When she was taking her addendum papers out she handed me a messy unstapled folder of my documents.  She took her documents and my hard copy by mistake.  When I called back she yelled at me and told me I already got my refund and to leave her alone.  That's why I am going through the Revdex.com.  If you look for the addendum papers that she started then it should be in there.  Unless she carelessly shredded all of those papers?
Regards,
[redacted]

Dear Revdex.com,As stated, this complaint is against a franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client. In further reveiw by the franchisee, she is in agreement that the right thing to do in this case is to refund the client's tax preparation fees. We ask that Mr. [redacted] allows 7 to 10 days for processing. Additionally, we were able to confirm that a check for federal interest was mailed and has since cleared the franchisee's account on December 21st. As such, we consider this matter resolved. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com:   In response to this matter, please note that, H&R Block is not at liberty to discuss the particulars of a tax return except with the tax payers themselves unless we have the proper consent form on file. While the consent form Ms. [redacted] has...

indicated to have provided to the Revdex.com, it provides no authority under federal law for H&R Block to disclose tax return information pursuant to 26 U.S.C. § 7216.  Therefore, if Ms. [redacted] remains interested in obtaining information and/or to discuss this matter in detail, then she must provide our office with the following:   1.        Copy of Death Certificate 2.        Order of Probate of Will and/or Appointment of Personal Representative, file-stamped by the court -or- Power of Attorney documents. H&R Block must receive the above mentioned forms before we can further communicate to Ms. [redacted]. The documents can be mailed to:   Executive Escalations ATTN: [redacted] 1 H&R Block Way, Kansas City, MO 64105 We ask that the Bureau note our current efforts to investigate this complaint.   Sincerely, [redacted] Associate Business Analyst H&R Block

[ I am copying below the email I sent to [redacted] who prepared our taxes. I sent the email on September 21. [redacted] told me in an email that she was connecting me to her district manager, which she never did, nor I have received any response to the email I am pasting below. HandR Block have not come back to me with any meaningful communication to remedy the tax errors thay have made. I need them to fix the 2012 tax return and also do the same for 2013 and 2014... My Cell number in [redacted] is: [redacted]. they promised to call me, or they can send an email... they can also skype with me at [redacted] - I have not heard from your district manager.Is it possible to revisit the 2012 tax return and also look at the 2013 tax return as well. For some reason 2013 shows only 26000 dollar income when we made much more than that... I am sure I am missing something, but I do not have the tax returns in front of me to see the details.I have paid more than 8000 dollars for 2012 and there is another notice for more 5000 dollars from IRS.in regards to 2013 tax return... the banks have denied refinance our home because the income was so low in 2013. Overall, we need to relook at the 2012 and 2013 taxes and file an amended for both years to get us on the right track.As you know for 2012 tax, I first contacted the HandR block international division and they asked me to upload all of my tax papers online, which I did, they also asked me to fill out a lengthy intake form, which I did, I then scanned it and sent to them... then they kept saying that I should receive my completed tax return with 14 days time... and it took them 9 month...at which point I went to USA and seek you out as I was so tired of HandR block International delaying completing the taxes. So you see, I am really frustrated with HandR in getting us in so much financial hardship. Can you send me an email of what you plan to do to remedy this situation, Please. and also if you could send me the contact and name of your district supervisor. Thank you,[redacted]]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com,in resolution of this matter, our research reflects that an office appointment has been scheduled for Mr. [redacted] on April 20th at 11:00AM. We will continue to correspond with Mr. [redacted] to ensure his concerns are addressed. We ask that the Bureau note our current efforts to resolve Mr. [redacted]'s complaint.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 just want to understand this process better, I write to the Revdex.com to complain about and unfair and unjust issue with a business. I lodge my complaint, they counteract with a he said/ She said answer and it is dropped because neither of us can prove what happened? I just want this posted out there to warn consumers that they had better slow down the tax accountant and pay attention to each little button they click. That they are NOT tax professionals that will help you get back the "most money". They will cause you to think you got a refund and not stand behind their work because it was not done properly, not local, not state, not federal and not a little bit of money. 3800 OF! Please help, not me anymore because I am being forced to learn from their horrible unprofessional mistake but for the next thousands of consumers that are defrauded by their false advertisements.
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:[redacted] lied when she stated "The return in question was prepared and signed by our tax professional, [redacted], and given to Ms. [redacted] directly. At the time the return was given to Ms. [redacted], there was no signature of [redacted] on the return." [redacted] didn't give me my tax return in February 2014, [redacted], then Manager of the [redacted] facility, gave me the tax package in 2015. When I received the package, I went over it with [redacted] and the signature was already there when she gave it to me. I asked who [redacted] was and she said she would ask [redacted], who was at another facility. At a later date, Ms. [redacted] informed me that Ms. [redacted] didn't know a [redacted].I picked up my 2013 return sometime in February 2014 and mailed it out the same day. The 2012 return which was signed by [redacted] was signed in I believe March 2014. I never saw [redacted] again after picking up my return in February until approximately April 2014, when I received a letter from IRS about the 2012 [redacted] Family Trust taxes. (NOTE: I was going to send a copy of the 2012 [redacted] Family Trust signature page but I gave my originals to [redacted] to make copies to accompany her reason for filing a Peace of Mind claim. She stated since she was no longer at that facility, she needed a copy for her file at her [redacted] facility. I had to leave and left her the originals to make a copy and mail my set to me, which was a week ago and I haven't received the package.)There is no justification for me to sign [redacted] on a tax return when my name is Terri [redacted]. There is no need for me to lie about who signed as taxpayer. H&R Block has failed to live up to their reputation, which is fine but to provide my return to someone else who had access to confidential information is unacceptable. Instead of them accepting accountability for their lack of proper handling in this situation, they seek to close this case.This case hasn't been resolved because I have asked for assurance that my return was not provided to another customer, namely [redacted]. If [redacted] signed as [redacted], then that is forgery, in addition to it not being the client's name, which is [redacted].Further evidence of H&R Block's lack of discretion in dealing with confidential matters, please find attached a copy of an envelope I received today through FedEx and a copy of a "Confidential Release and Waiver of All Claims." Note that the name of the Taxpayer is Tyler Lynch. I don't know a Tyler Lynch and since the document is CONFIDENTIAL, why do I have an original notarized document? I understand mistakes are made but be accountable! In this day of identity theft, I am concerned about my information floating around. This Q&A was taken from H&R Block's website:"How do we secure your information?The security of your personal information is important to us. We maintain appropriate safeguards to protect your information" Based upon my situation, this is not true. (See Privacy Law below) I am amending my request to include H&R Block paying for a year of Credit Protection since it has failed to assure me that the confidential information was not provided to another person, which could subject the [redacted] to identity theft. FYI: I will be pursuing this issue with the [redacted]'s office because of the forged document which is poor business practice and ILLEGAL. I will also be notifying the [redacted] on what appears to be a company that has faulty safeguards covering the protection of consumer privacy. Lastly I will be contacting the media because H&R Block has refused accountability. Issuing a check is not hush money but instead per their guarantee, money I was entitled to receive for faulty tax preparation. My acceptance of the check sent to me by H&R Block is not me saying I'm satisfied with the outcome of this issue.EXCUSES ARE USELESS, RESULTS ARE PRICELESS!Privacy Law For many companies, collecting sensitive consumer and employee information is an essential part of doing business. It is your legal responsibility to take steps to properly secure or dispose of it.  Financial data, personal information from children, and material derived from credit reports may raise additional compliance considerations. In addition, you may have legal responsibilities to victims of identity theft. The [redacted] regulates and oversees business privacy laws and policies that impact consumers. Check out the following guides from more information on how you can ensure you are compliant.Protecting Consumer Privacy – In general, your online and offline privacy policy is your company’s pledge to your customers about how you will collect, use, share, and protect the consumer data you collect from them. While not required by law, the FTC prohibits deceptive practices.Regards,
[redacted]

[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]

Dear Revdex.com:
In response to Mr. [redacted]’s Revdex.com complaint, this issue was addressed and resolved. Please refer to his prior complaint, ID [redacted].
Mr. [redacted] rejected H&R Block’s audit assistance during the process of resolving his original complaint. Any...

documents the IRS sent to H&R Block, they would have also mailed to Mr. [redacted]. As requested, all documents on file were mailed to Mr. [redacted]’s address of record. Tracking information shows the package was delivered May, 30 2014 at 11:26am. Mr. [redacted] has received every other correspondence, including checks, sent to him from H&R Block.
We are not responsible for Mr. [redacted]’s tax liability. Mr. [redacted] was issued 3 checks to pay penalties and interest owed to the IRS. It was made clear to Mr. [redacted] that once he received payment from us, he would need to pay the IRS. We cannot offer Identity Protection because we did not lose or mishandle Mr. [redacted]’s documents. If the package was not received, this matter should be discussed with his local Post Office.
 
[redacted]
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 response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted] pthe penalty owed was paid by us , not hr block. They simply reimbursed us our loss due to their erro. Tax advisor dates indemnity payment received to recapture loss is nottaxable. 
I am rejecting this response because:
Regards,
[redacted]

[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 12020008, and find that this resolution is satisfactory to me.
II had contacted the general district manager [redacted] yesterday afternoon regarding the email received yesterday morning. He briefly explained why the difference in fees that was neglecting explanation during the appointment as well as offered a partial refund. 
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, the Office Manager [redacted], contacted Mr. [redacted] directly and reached a mutually acceptable resolution. As a result, we consider this matter resolved. We respectfully ask the Revdex.com to close this case. However,...

should you have additional question 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 rebuttal, Mr. [redacted] utilized our live chat support services as well as contacted our call center for assistance in filing a self prepared tax return. Our records reflect that due to the nature of Mr. [redacted]' concerns, we were unable to provide immediate resolve and for that reason, we sincerely apologize.  However, it is our belief that each level of support who attempted to troubleshoot Mr. [redacted]’ issues handled matters professionally and to the best of their abilities and resources in this situation. As we determined that the level of support which Mr. [redacted] required would be best addressed by a digital escalations support associate, we contacted Mr. [redacted] directly. During that conversation Mr. [redacted] expressed his overall dissatisfaction with our product and services this tax season. We apologized for Mr. [redacted]’ experience and as an expression of our commitment to our client we offered him a complimentary product for tax year 2015 to which he accepted. 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

[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: I still have not been reimbursed for my international phone calls to H&R Block and it is a clear faller on their part to take any action to help me in my audit. Also I requested that I should be given a free tax return with all the benefits from H&R Block for 2017 tax season. This matter will not be closed until I have received tax payment, reimbursement for international phone calls and a free tax filing year!
Regards,
[redacted]

Dear Revdex.com,
We have been working with Ms.[redacted] to resolve this case. We have approved a claim for the client, and will be filing her return for free this year.
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 clos this case. However, if you should need anything further or have any questions, please do not hesitate to contact me.
Sincerely,
Natalie M[redacted]
Associate Business Analyst
H & R Block