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

[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. The required documents were received by me yesterday, June 27, 2016.  Thank you for your assistance in this matter.
Regards,
[redacted]

Dear Revdex.com,  In review of this matter, our records reflect that Mrs. [redacted] applied for the H&R Block Emerald Advance line of credit offered by H&R Block Bank and was approved on 1/05/2015. Emerald Advance payments are due on or before the payment due date; atleast the...

minimum payment must be paid every month until the balance is completely payed down by the required date of February 15th of each year. As per the terms and conditions of the H&R Block Emerald Advance line of credit, interest accrues daily and post monthly. In this case, we confirm that Mrs. [redacted] was charged the amount of interest applicable to the Emerald Advance line of credit of which she was approved. In further research of this matter, our records reflect that Mrs. [redacted] chose to file her return using the online version that best fit her specific tax needs, the H&R Block Basic for $14.99.  As with any of our online products or H&R Block Software, once a tax return is complete, our clients are given the option to elect how they prefer to receive their tax refund if/when applicable. Our records show that the Emerald Card option was elected during the online preparation and filing of Mrs. [redacted]’s tax return.  We sincerely apologize for any misinformation or misunderstandings that Mrs. [redacted] may have about the Emerald Advance line of credit. However, at this time we must respectfully decline Mrs. [redacted]’s request for a refund of interest in the amount of $7.68 and $14.99 which she paid to file her taxes as it is our belief that the interest was accessed to the account appropriately and that the online product used to prepare the return was filed accordingly. Should Mrs. [redacted] remain interested in removing her funds from the Emerald Card, she may contact our Emerald Card team at ###-###-#### and request to transfer her funds to an outside banking institution without accruing any additional fees and upon completing a transfer form. 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 this complaint, our investigation reflects that the [redacted] Federal and Kansas State returns were prepared and submitted to the IRS and State Department of Revenue on March 19, 2016, via electronic filing. Records further indicate that both returns...

were recieved and processed by the respective taxing authorities and both returns were accepted on March 20, 2016. There is no evidence in our records that H&R Block failed to properly and timely prepare and file the Kansas return. As such, repeated requests have been made to Ms. [redacted] by phone for any relevant documentation from the Kansas Department of Revenue stating that the 2015 return was not filed. Unfortunately, we have yet to receive the documentation and we are unable to further investigate this matter.Should the [redacted] provide documentation to H&R Block for review, please fax to ###-###-####. We ask the Bureau to note our above-referenced efforts to resolve Mr. [redacted] 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]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]  Because it is a Bold face lie........ All H&R Block had to do was tell me I needed to go to my local IRS office which they did not do.  The 100's of complaints on H&R Blocks [redacted] page stating that H&R Block does not offer any help to there clients prove what I am saying....... And the fact that H&R Blocks client escalation team admitted to me that H&R Block is the one responsible for raising the flags for id theft with the irs admits they was at fault for my taxes being held up.

[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:
As previously stated numerous times, the "general coverage" is not an acceptable response. It appears the amended returns were not necessary to begin with; H & R Block has yet to address that issue. Based upon the advice of the tax preparer who did the 2015 returns, there was no option EXCEPT to report the schedule K via amended 2014 returns. Heeding that advice, we paid for the amended returns as well as paid tax penalties/late fees that we would not have incurred had the schedule K been included with the 2015 returns. As previously stated, we agreed to forego any refund or other monetary settlement and instead adopt a "wait and see" stance if H & R Block would simply guarantee the amended returns just as they did the 2015 returns. It appears they are still completely unwilling to do so. We are out the cost of the amended returns and the extra fees/penalties we had to pay the IRS and the State of [redacted]. If H & R Block would rather refund the cost of the amended returns and all fees/penalties we had to pay as a result of their error, we would accept that resolution. (When we say their error, we are referring to the tax preparer's refusal to include the schedule K with the 2015 returns and providing us with only one option: to amend the 2014 returns so they included the schedule k in question. Filing the amended returns was completely unnecessary as the schedule could have been filed with the 2015 returns.) Quite simply, we are asking H & R Block to stand behind their advice that filing the 2014 amended returns was our only option, thereby necessitating and justifying the extra costs we incurred with the preparation, filing, and fees/penalties. We are talking about a multi-million dollar company. The cost to them of resolving this would be either zero (if they provided a written guarantee BEYOND the "general warranty" they mention) of minimal (if they were to refund the cost of the amended returns and all associated fees/penalties). We are asking them to do the right thing...If the preparer was correct and filing amended returns was the only option, they should be willing to stand behind this with a guarantee. If the preparer was incorrect and the schedule K could have been included with the 2015 returns, they should refund the extra costs incurred by us. There are only two choices here: either the preparer was correct or she was incorrect. If correct, stand behind it (because the word of H & R is differing from what the IRS has told us). If incorrect, stand up for your error and refund our money. Choosing neither of these options is in and of itself an acknowledgement by the company that they are in the wrong and will not admit it. Our error: We should have stopped the preparer from even doing the 2015 returns once she told us she could not include the schedule K. We should have immediately walked out and gone elsewhere. Our second error: We should have read the reviews for H & R Block before choosing the company. So many people have experienced this or similar problems and H & R does nothing.  Regards,
[redacted]

Dear Revdex.com,While we sincerely regret Ms. [redacted]'s tax preparation experience, we are refunding tax preparation fees as well as the difference of what she owes to the IRS. Ms. [redacted] can expect to receive her check via UPS Next Day Air on Saturday March 11, 2016. Tracking number is...

as follows: [redacted].As a result we consider this matter resolved. We respectfully ask the Revdex.com to close this case. However, if you should have any further questions or concerns, 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 Mr. [redacted]'s online return was in a pending status after being submitted to the IRS through the e-file process. As such, an email has been verified as sent to Mr. [redacted]'s correct e-mail address on February 25, 2016,...

which advised Mr. [redacted] to contact us for further verification about his return. Further, records indicate that we did not receive a callback from Mr. [redacted].However, in response to this complaint, Mr. [redacted]'s return was released and submitted to the IRS on April 28, 2016 and records show that the IRS accepted the return and has released the refund due. In an effort to make amends, and as gesture of good faith for any inconvenience, we refunded the entire tax preparation fee to Mr. [redacted]. While we sincerely regret that Mr. [redacted] is dissatisfied with our services, H&R Block did notify Mr. [redacted] regarding the status of the return by email. 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

[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:Ms. [redacted]:I received a notice today that the Revdex.com is closing my complaint due to lack of my response. Be advised, I never was informed that H&R Block had responded to the complaint in any fashion, ergo, did not provide a response to the complaint.However, Ms. M[redacted] made reference to a one, Mrs. [redacted], in her response; I'm unfamiliar with any 'Mrs. [redacted]' and am not understanding the point that Ms. M[redacted] is attempting to make. Furthermore, Ms. M[redacted] states that H&R Block deemed that the tax return was prepared correctly; I stand by my reasoning that that statement is both a blatant lie and a circumvention of ethical business practices. Had the return been filed correctly, this complaint wouldn't exist, and 5 amendments to the return would not have been filed.Let it be known that I do not accept the response from the business or the Revdex.com, and will move to recoup my losses via any means necessary. I will not allow this organization to bamboozle customers out of hundreds of dollars and provide a service that is borderline unlawful.Please forward this email to Quintina Majors, and inform her that if she would like to discuss this matter personally, I'm available anytime at her convenience.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 want $100 back!!! 
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com,   In response to Mrs. [redacted]’s rebuttal, the final letter of determination was sent out on 12/13/17. It may take 7-10 business days to receive the letter, and if Mrs. [redacted] does not receive the letter after 10 business days she should contact customer service at ###-###-####.    Natalie Sosa from the Emerald Card Fraud team has spoken to the cardholder, James, the husband. She provided her number to him for contact, and advised us that he would call back when he had time to talk more about this situation and he has not done that. A police report has not been faxed or emailed to us and that information was provided at the time she spoke to James on the phone as well.   Our review determines the rebuttal raises no new issues.  Therefore, we stand by our original response dated 12/13/2017 and refer your office back to that response. 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 C[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
We have yet to resolve the issue. I have been contacted by the company and we have agreed on a path forward to resolve the issue. I will promptly accept the response as soon as the matter is resolved per our discussed course of action, which will likely be in the next week. Thank you for your help in this matter. 
Regards,
[redacted]

In response to Mr. [redacted]’s rebuttal, our office is currently reevaluating this issue with the District Manager. The District Manager will continue to work directly with Mr. [redacted] to resolve. We ask that the Bureau note our current efforts to resolve this matter. 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 response to this complaint, our records reflect that Ms.  [redacted] applied for and received H&R Block’s Emerald Advance line of credit on 1/8/2009 in the amount of $435. The advance remained unpaid and additional interest and other applicable fees were assessed....

H&R Block attempted to collect on the debt but was unsuccessful.  The total debt of $724 was eventually placed with an outside Agency in 12/2014.  Per the terms and conditions of the Emerald Advance Line of Credit via our RAC product the debt with H&R Block was finally settled on 2/18/2016 through Ms. [redacted]’s 2015 tax refund. We sincerely apologize for any misunderstandings our client has as it relates to the Emerald Advance Line of credit. However, the debt is valid and for that reason we must respectfully decline Ms. [redacted] request to return the funds. 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 resolution to this matter, records reflect that our district manager contacted Ms. [redacted] directly have reached a mutually acceptable resolution. As a result, we are refunding Ms. [redacted]'s tax preparation fees which she will receive within 7 to 10 business...

days. 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

[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:H & R Block  called me to apologize for the money being removed from my account without my approval however there was no explanation as to how or why this happened.  Just apologies.  H & R Block still believes they are owed $75 for the completion of my taxes.  I agreed to this however I contacted the Revdex.com in order to pursue a refund.  H & R Block asked if I thought the fee still needed to be paid?  If this situation hadn't occurred, absolutely.  I had every intention of paying H & R Block prior to the date on the letter I received stating my card did not go through at the time the transaction was completed.  However, the money was removed on the same day I received the letter in the mail and this was most likely an attempt to cover up the fact that they attempted to start removing the funds 7 days before the letter was even drafted.  Now do I believe I still owe them $75 - absolutely not! Because of this situation, I had to take time to call my bank, contact the Revdex.com (all before Christmas) in order to try and resolve this and all H & R Block has to do is call and apologize? Whose doing more work here?Also, in preparing to do my taxes for 2015, I had to review my 2014 return - which is the return I had completed at this H & R Block office and  still believes I owe them $75.  While doing this, I found 2 forms from someone else's tax return in my file!  Yes.  I found another clients CONFIDENTIAL tax forms in my file! However, I'm sure H & R Block will find me responsible for coming across another person's tax return in my file and charge me for them being irresponsible once again. I mean honestly, you call and apologize but then ask when you will get your money? That takes loads of guts and selfishness to expect payment after something like that.  Because H & R Block thinks they still deserve payment lets me know they are not  sorry or remorseful for what happened.  I do not wish to close this complaint as H & R Block still wants payment for something they didn't even realize was missing for 9 months!  H & R Block may believe we came to a mutual agreement but it is far from that.  I don't believe I owe them anything!Thank You.
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved for the full amount request in her complaint. The check will be sent out on Wednesday, April 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

Dear Revdex.com,H&R Block prepares millions of tax returns each year, and if we make an error, we are committed to making the situation right. It is our belief we have done so in this case as our records reflect that a claim was submitted under H&R Block's Peace of Mind®...

Extended Service Plan and is currently under review. Once a final determination has been made by our claims department, Mr. [redacted] will be notified. Additionally, we have also refunded Mr. [redacted]' tax preparation fees and a check was mailed to the address on record. We will continue to correspond with Mr. [redacted] until matters have been addressed in its entirety. We ask the Bureau to note our current efforts to resolve Mr. [redacted]' complaint. Sincerely, [redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted]’s claim has been approved for the full amount requested in her complaint.  The check will be sent out on Thursday, June 22, 2017.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,Michelle B[redacted]Associate Business AnalystH&R Block

Dear Revdex.com, In resolution to this matter, records reflect that our district office is currently in the process of assisting Mrs. [redacted] directly and confirmed that an amended return has been filed. We will continue to correspond with Mrs. [redacted] in attempts to reach a...

mutually acceptable resolution. We ask the Bureau note our current efforts to resolve Mrs. [redacted] 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 spoke with the H&R Block representative, Mr. [redacted], and he did explain that the price of my tax preparation had been reviewed, and that it was within H&R Block guidelines.  He did offer a credit towards future tax preparation.  However, the H&R response fails to address my original complaint - that I went to H&R Block with an offer of $250 for tax preparation which increased to $350 after we had gone through all of my tax information.  I could accept that increase but the bill increased to $550 after they finalized the taxes and I returned to sign the completed forms.  This is the part I have trouble with  - there was no reason for the increase from $350 to $550, only the fact that the tax filing deadline was 2-3 days away and I had no other option at that point.
 
Regards,[redacted]