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

Dear Revdex.com, In resolution to this matter, our investigation reflects that our digital support associate contacted Ms. [redacted] directly and requested her data file which is necessary to initiate a calculation claim process. During this process, the user’s entries are reviewed and...

compared to IRS documentation and client documentation to ascertain how the taxes were prepared by the program.  In this case, the IRS documentation CP2000 (Notice) lists the sources of income the IRS asserts were not properly submitted (namely, a 1099-R distribution code 7, and a 1099-G for unemployment) and the user entries (recorded in the user submitted data file) are also examined to discover if the discrepancy is a result of program calculations or user entries. Records show that Ms. [redacted] represented the 1099-R as a Qualified Roth IRA distribution “Code Q” whereas the IRS documentation indicates the income is a normal distribution “Code 7”. Additionally, records show that Ms. [redacted] also failed to enter the unemployment income entirely. We explained to Ms. [redacted] that in the event we discovered our software was at fault, we would pay penalties and interest per the terms of the Software End User License Agreement, however, Ms. [redacted]e declined to pursue matters further. As a client service gesture, we offered free software for next year to which she also declined. We sincerely regret Ms. [redacted]’s experience.However, if you should need anything further or have any questions, please do not hesitate to contact me Sincerely, [redacted] 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 response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because:The issue has not yet been solved. H&R Block says that they are working to solve it, but this is also what they said 11 months ago, and not a year later, I am still dealing with this hassle. I expect the complain to remain open until there is a resolution and the State of NY agres that I do not owe them any money. Kindly ask that H&R Block reply to let me know once this has been resolved, and I would like this in writing to show a zero balance. 
Regards,
[redacted]

Dear Revdex.com,H&R Block disagrees with Mr. [redacted]'s allegations. Our investigation reflects that the Partnership in question was dissolved on June 30th, 2014. Per the IRS guidelines, a final return is required to be filed within 3 months of dissolving. In this case, Mr. [redacted] visited H&R Block in March of 2015, which was already past the filing deadline imposed by the IRS. We refute that Mr. [redacted] was advised that the Partnership return was not late when he brought an IRS letter to our office at the end of April 2015 with the late filing fee penalty, instead, the tax professional did advise Mr. [redacted] that the current year personal return was not yet late. However, in effort to make amends, and as a gesture of good faith, our office did contact the IRS on Mr. [redacted]'s behalf and came to the resolution with the IRS to file a penalty abatement to eliminate the late filing penalty. As the late filing penalty will be removed by the IRS and because there was no error or neglect on H&R Block's part, we are declining Mr. [redacted]'s request for a refund of tax preparation fees. While we sincerely regret that Mr. [redacted] appears to be dissatisfied with his experience at H&R Block, we believe the tax preparation work was correct based on the information Mr. [redacted] provided at the time of the service. In light of H&R Block's above-referenced good-faith actions to resolve this matter, we respectfully request that this case be closed. 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 this complaint, our records reflect that our District General Manager, [redacted], has engaged in conversations directly with Mrs. [redacted], explaining that  H&R Block is not responsible for tax returns that are completed outside of H&R Block, nor...

the information that an outside firm used to prepare a return. Additionally, our Peace of Mind Extended Warranty Plan states in part, "...The Plan applies only to filed and accepted original individual U.S. resident tax returns prepared by Block for the year of the return...". As such, H&R Block must decline Mrs. [redacted]'s request for monetary compensation for costs associated with her 2015 tax preparation and other items. In regards to the  2014 return that H&R Block prepared incorrectly, H&R Block has completed our due diligence to the [redacted]'s per the Peace of Mind Extended Warranty by reimbursing for the additional tax liability as a result of our mistake as well as the interest amount mentioned in the complaint. The tax liability check was issues in 2016 and the interest check in the amount of $63.15 was issued on February 10, 2017. Although the 2012 and 2013 returns were not affected with additional tax liability due, we have issued refunds for the fees paid to prepare the 2012, 2013, and 2014 returns in the amount of $2,374.25 as a good-faith gesture.While we regret Mrs. [redacted]'s dissatisfaction with our company, we consider all of the issues H&R Block is responsible for addressed and this matter closed. We ask that the Revdex.com note our efforts to resolve this matter thoroughly and fairly. 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 reject this response because they are not attempting to correct this issue. I was offered a check of $112. The correct amount would be $434. I will accept nothing less and I am willing to take this as far as I need to. I am not the only one with a complaint against this company. If there would have not been a mistake by H&R Block the IRS would have been released my money. BevBeca H&R Block made a mistake, my refund has been delayed; solely because of H&R Block. They are responsible and should refund my fess in the amount of $434. Nothing less than that will be accepted. I will be paying reviews everywhere I see H&R Block online and will submit my complaint to my local news station so they can investigate why H&R Block is overcharging customers and messing up refunds. This has caused a financial hardships and I have had to request a Tax Advocate. H&R Blocks refusal and blatant denial of THEIR mistake has caused me this hardship and I request my fees of $434 returned to me and I will not stop until they are. Regards, [redacted]

Dear Revdex.com,In response to the Revdex.com complaint, our review of this matter relfects that Mr. [redacted] documents have been found in the office and our Service Leader in the office, [redacted], has attempted to contact Mr. [redacted] at the number provided in his complaint, however she has...

been unsuccessful at reaching him. We assure you that the proper office procedures were followed as Mr. [redacted] tax documents were securely sealed in the office files. Only authorized personnel have access tot he office and additional authorization is required for file access. If Mr. [redacted] should contact us at ###-###-####, we will be happy to further assist him and address the concerns he may have. We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his complaint. Sincerely,Michelle [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]To whom it may concern:I am rejecting this claim due to the fact that the tax preparer [redacted] PTIN [redacted] called me after preparing my taxes and asked about the first time home buyers credit. At that time I informed Ms. [redacted] that I did in fact have the credit but I had sold the property in May of 2014. Due to her inexperience she did not know that additional information would be needed before filing my 2014 taxes. I provided all the information the tax preparer needed to complete my taxes properly, it was due to her inexperience and being left alone in an office that resulted in the amendment. This matter has held up filing my 2015 taxes and I feel I am due a full refund of what was paid to complete my 2014 taxes.
Complaint: [redacted]
I am rejecting this response because:
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: I paid the exact amount that my H&R Tax preparer told me to pay.  I paid the day after I saw her for resolution of this issue.
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 this matter, our records reflect that the Peace of Mind Extended Service Plan was declined during the wrap up process of tax return preparation. 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.  Although we cannot add Peace of Mind to an already filed tax return, our Tax Preparer, [redacted], reached Ms. [redacted] to offer assistance with any IRS or State tax authority letters as well as an Amended return if needed. Ms. [redacted] declined that request. To our knowledge at this time, there are no errors on the return as a letter indicating that has not been provided for our review. 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,Michelle B[redacted]Associate Business Analyst

Dear Revdex.com, In response to this matter, the Office Manager spoke with Mrs. [redacted] during appointments that were scheduled. Our records indicate that Mrs. [redacted] did not prepare her original tax return or her original amended return with H&R Block. It is also the Office...

Manager’s belief that Mrs. [redacted] self prepared her amended tax returns several times before coming to H&R Block for assistance. H&R Block prepared an amended tax return and the state of [redacted] refused to accept the updated information. Mrs. [redacted] later contacted the office and requested the Office Manager to contact the state of [redacted]. During that conversation it was discovered that Mrs. [redacted] was still listed as a resident for the state of [redacted]. Mrs. [redacted] provided the office manager with copies of her driver’s license to fax to the  state of [redacted]. Mrs. [redacted] later called the office advising the Office Manager the state of [redacted] never received a copy of her driver’s license and that she was reported as deceased. Our records show that these allegations are false. H&R Block prepared an amended tax return as well as spent several hours corresponding with Mrs. [redacted] and the state of [redacted]. It is the District Manager’s belief that this issue does not warrant a refund of fees. We ask that the Bureau note our efforts to resolve this issue. 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 resolution to this matter, The Office Manager has been in communication with Ms. [redacted].  At the time of Mrs. [redacted]’s  tax office appointment, she did not bring in supporting documents to claim student loans she may have paid. As a result, an amended return was later...

prepared. The District Manager does not believe a tax preparation refund is warranted in this case, because the tax professional did file all documents that Mrs. [redacted] provided.  We respectfully ask the Revdex.com to close this case. However, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me. 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:
Mrs. [redacted] called me a day after I send out the form (Injured Spouse) that it was wrong and told me "PLEASE DO NOT SEND THE FORM OUT"IT  IS WRONG"SO I STILL H & R BLOCK TO CONTACT IMMEDIATELY TO IRS AND FIX OUR INCOME TAX RETURN FOR 2015Regards,
[redacted]

In response to this matter, our investigation has determined that Ms. [redacted] complaint is against an independently owned and operated franchise office, which has the responsibility to resolve matters directly with your office and with the client.   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, David Steven's belief that he has done so in this case by amending Ms. [redacted] tax return to accurately reflect the appropriate information as she was mistakenly recorded as an [redacted] resident. Mr. S[redacted] also corrected a typo on a prior year return and paid penalty and interest assessed for the error (explained below) and he offered a free return to be prepared for Ms. [redacted].   In 2016 Ms. [redacted] had another company discover a mistake with a typo on real estate tax deduction on one of her rentals. Ms. [redacted] informed Mr. S[redacted] of the errors and he corrected it, resulting in Ms. [redacted] having to pay $867 as a correction of the tax assessed for [redacted]. When Ms. [redacted] received the interest and penalty assessment from [redacted], it was mailed to Mr. S[redacted] who issued payment per the H&R Block Guarantee. At that time, Mr. S[redacted] states he also offered to prepare a return for free for the coming year, however, Ms. [redacted] informed him that it was already being done. All of these instances occurred within the same calendar year that the return was paid for.   Mr. S[redacted] believes he has assisted Ms. [redacted] to the fullest and at this time is declining her request for a refund of preparation fees, as all return matters brought to his attention were corrected and Ms. [redacted] declined the offer for a free return next season.   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,   Destini [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:Michelle From the H&R Block Advisors escalation office contacted me on the 24th and addressed the issues I have encountered. Currently the myblock website has some issues as my files are dispersed between 2 accounts. I was instructed by the cs technical department to set up a second account as the first account could not verify my id. Now the the second account as of the 24th has my ID verified but only has tax records from 2013 and 2015. The first account I was told holds rest of my previous years tax records, but as I am not able to verify my id for that account. Michelle has contacted online technical department to have those accounts and previous years tax records merged. I was told it may take a some time but that I will be contacted when finished, hopefully soon. Anacani has been helpful in pursuing with me an explanation as to my tax increase of 2016. As the increase I was told resulted from investments with my financial institution. Anacani and my Bank are currently investigating this as to specifically define what caused the tax increase. So to prevent such occurrences from occurring in future years.I appreciate being compensated the $20 for the copy of my 2015 taxes I needed to obtain. As well as being credited back half of my preparation fees. As this tax year was rather strange as was my initial and subsequent visit's to the [redacted] office. And Block phone support for both technical and tax issues took some time as well and are still being looked at. As I stated earlier Anacani has been helpful and Michelle has provided good assurance that my tax and myblock issues are nearing completion, she also spoke highly of Anacani. So I feel at this time accepting the business's response is the reasonable action to take.
Regards,
[redacted]p.s. The Revdex.com has been of great help and is appreciated.

[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: the IRS did not except the amendment that Harold W.  and Rachelle W. filled out in 2016 that I submitted with the payment of $456. the IRS is stating that from the form 1098-t the amount entered from box 2 was not supposed to be entered into my 2014 taxes. I did finally receive the check for the remaining balance of the $456 reimbursement two days ago overnight shipped. all I am wonting is to sit down with some one and do my taxes properly for 2014. and if it is found that the mistake the IRS is claiming is correct then I would like to be reimbursed the remaining $ 1087 do to the fact that I played the pace of mind insurance and my taxes were filled out incorrectly originally by Angela M. Oswald in 2015 for the tax year 2014
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, the district office contacted Ms. [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 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 resolution to this matter, our records reflect that Ms. [redacted]' claim has been approved and as of 11/13/2015 a check for assessed penalty and interest was mailed to the address on record. As a result, we consider this matter resolved. We sincerely regret any...

frustrations Ms. [redacted]'s may have experienced with our company. Sincerely, [redacted]Associate Business Analyst H&R Block

Dear Revdex.com, In resolution of this matter, the District Manager contacted Ms. [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 questions or desire to discuss this matter further, please do not hesitate to contact me. Sincerely, Jennifer S[redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In response to Ms. [redacted]' rebuttal, our review determines the rebuttal raises no new issues. While we regret that she appears dissatisfied with her experience at H&R Block, we stand by our original response dated February 22, 2016 and we refer your office back tot hat response. 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 beneficial. However, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact me.Sincerely,[redacted]Associate Business Analyst H&R Block