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

Dear Revdex.com, In resolution of this matter, Ms. [redacted]'s claim for tax preparation fee refund has been approved for the full amount requested in her complaint.  The check will be sent out on Thursday, July 14, 2016.In regards to Ms. [redacted]'s IRS refund for 2013, H&R Block called the IRS on behalf of Ms. [redacted] on July 24, 2016 and the IRS agent informed H&R Block that the refund was on hold for reasons unrelated to H&R Block and that the agent at the IRS would release the refund that day. The IRS states that checks being mailed directly to clients can take up to 4 to 6 weeks.  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, due to the above referenced good faith efforts on H&R Block's part. 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: I was not contacted by district offices, and I was never told that H&R Block wanted to dispute the [redacted] claim. When I went to my local H&R office, [redacted] told me that it was a 'clear error on their part'. I would like proof of these records saying I was contacted and that I declined the challenge to [redacted]. I would still like an itemized list of the breakdown of my lump sum payment for my tax preparation fees.
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 opened the Complaint ID: [redacted] on: 2/24/2016 at 11:24 PM. HRBlock contacted me to try to find a solution but all of a sudden they went silent and no resolution has been offered. Revdex.com closed the case since they didn't hear from me after 14 days of idle activity but I was still waiting to hear from HRBLOCK. I am really trying to avoid legal action and try to work something out with HRBLOCK and settle this the easiest way possible for both sides. They also made me realize that they messed up my tax return not by $2,768.25 but by more than $5,000. I'm attaching the original complaint on a PDF file. Desired Outcome:Same as the original complaint.
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. I do not fault H&R Block as a company, but their field office in [redacted] was certainly negligent in the handling of my tax preparation and I hope they have taken action to correct the deficiency.
Regards,
[redacted]

Dear Revdex.com,In resolution to this complaint, on 2/15/2016 Ms. Porter attempted to withdraw monies from an ATM and although transaction reduced her card balance, allegedly the ATM  did not dispense funds. Ms. [redacted] contacted our Emerald Card customer service and we...

began an investigation into her complaint. Our records reflect that on 2/25/2016 Ms. [redacted] was provided a Provisional Credit and on that same day those funds were withdrawn from an ATM. Please be advised that the ATM owner have until 3/25/2016 to contact our office and advise if whether the ATM balanced or not. As of date, we have not received any disputes from the ATM owner that would suggest otherwise.  We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. 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 called Sunny on Tuesday and left a message on her voicemail - I received no call back as of Thursday, March 17 afternoon. 
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:
HRB was notified by the IRS in 2011 within days of my 2010 tax return being rejected.  HRB NEVER informed me of the rejection.  My2010 income taxes were NEVER properly filed by HRB as contracted.  HRB received my full payment for services to be rendered and none were rendered.  If HRB's final reason for not paying me ONLY the actual tax consequences incurred is that I did not reply to them within 60 days 3 years after I was informed by THE IRS and NOT HRB of HRB's failure to file my taxes as contracted 3 years earlier, then this is a truly criminal company.  I will not stop here and if HRB cannot own their EXTREME NEGLIGENCE and reimburse me for ONLY the remaining amount of their negligent mistake then I will take further action to receive further damages in a court of law.  I will also take this issue to the ** State Attorney General and all elected officials in state, local and US government.  I was a loyal customer of HRB for years prior to this egregious error and your treatment of a customer whom you have obviously harmed and wronged is appalling and shocking.  This is your last chance to correct your mistake and make good on only what you fairly, ethically, morally and legally owe me for your errors.
Regards,
[redacted]s

Dear Revdex.com, In response to Mr. [redacted] complaint, it is important to us at H & R Block to give each of our clients the best service possible. Unfortunately, we are having difficulty contacting Mr.[redacted] by phone regarding his concerns. It is important for us to attend to any requests...

our clients may have to ensure their concerns are addressed. We look forward to speaking with Mr. [redacted]. Sincerely Natalie M[redacted] Associate Business Analyst H & R Block

Dear Revdex.com, In resolution of this matter, Ms. [redacted]’s request for a refund is being granted for the amount of $119.98 as requested in this complaint. The credit should appear on the [redacted] she used to make the purchase in 3-5 business days.   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 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,Jennifer S[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: The Business indicated they have sent me an email to respond to, but I have not received any correspondence.I will call the representative back, as I have been unable to take a phone call during my work hours.It's important to me that this issue gets resolved with my ideal outcome of a refund. I will speak with the appropriate person for this matter and hope they are willing to accommodate me.
Regards,
[redacted]

Dear Revdex.com, While we sincerely regret Ms. [redacted]'s dissatisfaction as it relates to this situation, our records reflect that both the Federal and NY state returns were prepared and filed on January 29, 2018. There was a delay in submitting the VT state return, which was...

submitted on March 1, 2018. In efforts to show good-faith, we have refunded $50.00 to Ms. [redacted] for the delay in filing. The overall delay did not affect the timing of any tax refunds that Ms. [redacted] was entitled to. As such, 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 that this case be closed with your office. However, if you have additional questions or concerns, please do not hesitate to reach out to me.Sincerely,Michelle B[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,While we regret any confusions or misunderstanding of our tax preparation services Ms. [redacted] may have, please be advised that H&R Block does not provide phone numbers to the IRS nor any other taxing authority for the purposes of paying a balance due. In response...

to this matter, our records reflect that Ms. [redacted] was provided with a payment voucher to remit to IL with the balance due amount, which was page 6 of her IL return. In addition, IL includes the following message to their taxpayers on their payment voucher form..."We encourage all taxpayers to pay electronically whenever possible. Visit tax.illnois.gov to electronically pay."Records further reflect that Ms. [redacted] was expecting a refund from the IRS and did not have a balance due according to our tax preparation. We trust that this response will allow your office to close your file. However, should you have questions or a desire to further discuss this matter, please do not hesitate to contact me.Sincerely,Michelle [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Mr. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 4/6/2017 and refer your office back to that response.  Sincerely, Quintina M[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:The district manager said he would only pay half of the amount that is owed to the franchise tax board. 
Regards,
[redacted]

Dear Better Business, While we sincerely regret Ms. [redacted]'s dissatisfaction with our service pricing, we find our fees to be reasonable and highly competitive among tax institutions. H&R Block has knowledgeable tax professionals and has several guarantees that come with the tax...

preparation that many other institutions or accountants do not offer. Additionally, H&R Block fees are based on the number and complexity of the forms for teh service that is provided. As it relates to this situation, our records reflect that in previous years the office was a Franchise location and the client was not only given deep discounts at the former franchisee's discretion but also that the Ms. [redacted]'s return for 2014 was more complicated then it has been in previous years, thus requiring more forms.  In efforts to show appreciation to a loyal customer, the District Manager provided a discount of $200.00 off of the total for tax preparation fees. As a further gesture of good faith, the office mailed a copy of the forms used for the 2014 return as well as a pricing breakdown.  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,[redacted]Associate Business AnalystH&R Block

I am rejecting this response because: Their guarantee has no such stipulations(see below). My wife did tell their associate that the money was to pay for my sons college., she did not listen. Besides they should have known to ask also, it is their  jobto save you as much money as they can (know all the tax breaks). That is another item they advertise. How they will save you more than their competitors. This is a clear case of False Advertising.I will be also contacting the [redacted] office.I would like to get the CEO information (where I would send him court papers If I choose to go that route) I called and no one would help me retrieve this information. Ialso called and left a message  for [redacted] and never received a call back.From their website;If you discover an H&R Block error on your return that entitles you to a larger refund (or smaller tax liability), we'll refund the tax prep fee for that return. Refund claims must be made during the calendar year in which the return was prepared.If you find another online tax preparation method that results in a larger refund (or smaller liability) than that calculated by the H&R Block online tax program, we will refund the fees you paid us to use our online tax program to prepare that return. To qualify, the larger refund or smaller tax liability must not be due to differences in data supplied by you, your choice not to claim a deduction or credit, or positions taken on your return that are contrary to law. I copied you showing that they wrote taxpreparer error on the form they sent to the IRS. Therefore I am asking for my refund as stated by their  guarantee on their website.I am not asking foranything I am not entitled to receive.Not to mention their satisfaction guaranteePlease keep my case open and help me receive my refund..  They advertise the guarantee and they should be compelled to honor the guarantee!
Complaint: [redacted]
Regards,
[redacted]

Dear Revdex.com,In response to this matter, Ms. [redacted] was using one of H&R Block's digital filing products. We have had a Senior Support Specialist, [redacted]. reach out to Ms. [redacted] regarding her concerns. Because the product was not paid for, none of Ms. [redacted]'s information that...

was input could be saved due to information being purged from unpaid for systems for H&R Block server space. We apologize for any inconvenience this has caused for her. When [redacted] spoke with Ms. [redacted] on 11/21/2016 he informed her that we would be happy to extend an offer for complimentary tax filing product for the next filing season (2016). Ms. [redacted] had to cut the call with him short, so he emailed her the contact information to his department for her to call (###-###-####) and activate the offer for the complimentary product as well as case number [redacted].We would like to encourage Ms. [redacted] to call back in for us to further assist. If she chooses not to contact us, we cannot further assist. 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 on have any questions, please do not hesitate to contact me. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In response to Ms. [redacted]'s rebuttal and to address her question regarding the latest State notice, per our tax office review of the notice, it has been determined that Ms. [redacted] is being billed for additional taxes owed on income that was never presented to the tax professional during the initial tax interview. In further review of Ms. [redacted]’s rebuttal, we determine the rebuttal raises no new issues. Therefore, we stand by our original response dated 1/27/2017 and refer your office back to that response. Sincerely, [redacted] Associate Business Analyst H&R Block

Dear Revdex.com,In resposne to this matter, records reflect that we have been trying to reach Ms. [redacted] by phone and email but have been unsuccessful. It is our belief that two way communication is necessary in this case to address matters thoroughly. Therefore, if Ms. [redacted] remains...

interested in resolving matters, we ask that she contact our office at the number referenced on her voicemail and email as soon as possible. We ask that the Bureau note our current efforts to address and resolve Ms. [redacted]'s concerns.  Sincerely,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, H&R Block and Mr. [redacted] have come to a mutual agreement of a refund of fees paid for the online service. At this time we are in the process of sending the check to Mr. [redacted] and have been in constant communication with him directly regarding the process. We sincerely regret the misinformation provided to Mr. [redacted] around being able to access his prior year returns and we assure you we take this concern seriously and have made 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,[redacted]Associate Business AnalystH&R Block