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

Dear Revdex.com,In resolution to this matter, Mrs. [redacted] has been contacted and a mutually acceptable resolution was reached. 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.  Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

In resolution to this matter, The District General Manager contacted Ms. [redacted] directly to address her concerns. We would also like to apologize for any confusion concerning this issue. We have also met Ms. [redacted]’s request to refund tax preparation fees. We assure you that we take the concerns...

of our clients seriously and make every effort to resolve matters thoroughly and fairly. 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 Analyst

Dear Revdex.com, In response to this matter, our investigation reflects that Mr. [redacted]'s complaint is against a franchise office, which as the responsibility to resolve this matter directly with your office and directly with the client.Records reflect that our franchise district...

manager contacted the [redacted]'s directly and discussed the complaint in detail, as such a resolution was reached. In accordance with H&R Block's standard guarantee, penalties and interest will be paid and the franchisee has also agreed to refund tax preparation fees as a client service gesture. We assure you that we take the concerns of our client's seriously and make every effort to resolve matters thoroughly and fairly.  Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Firsy off H&R block messed up amd have the proof with that being said. They need to do there job correctly and not say things that not true thats False advertising. They NEVER TOLD ME THAT THERE WERE FEES FOR THE FEDERAL 1040EZ OR ANY OTHER FORM OF TAXS CLAIMS!!! The [redacted] location needs to be repamanded for what they did!! Which means that need to give me a full Refund because they violated my rights and went back on there 100% accuracy tax filing guarantee period!!! Its illegal what they did and something needs to be done about it.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

Dear Revdex.com, In further review of the concerns presented by Mrs. [redacted], our records reflect that this matter has been thoroughly investigated by our Emerald Card Department. Ms. [redacted] only had sufficient funds for $303.24 in her account on 2/24/2017. Two...

transactions were authorized that day, one for $145 ([redacted]) and another for $158.24 ([redacted]). This would have left Ms. [redacted] at a $0 Balance.  However, the transaction for $145 was to a Salon, and it appears she left a $37.00 tip, posting the transaction to the account for $182.00. Tips are not included in the authorization and can draw an account negative. This amount was valid and her account was written off to debt on 4/27/17.  Unfortunately, even if we waived the debt Ms. [redacted] would not be eligible for the Refund Advance because the underwriting is already done and cannot be reset. 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 C[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 has not provided me with direct evidence that shows I was the one responsible for making the income tax error. Howard, the H&R Block representative with whom I spoke, provided me with screen shots of the blank 2014 interview forms for the ** Homestead credit, HS-122 (see attachment). He told me that I had incorrectly completed the first form, that asked if I owned my own home, was a renter, or don't own or rent. He further explained that had I correctly completed the first form, then submission of HS-122 would have been triggered. However, he could not provide me with actual copies of my interview responses showing that I had incorrectly filled out this form. In dealing with this case, I have previously been told (multiple times) by H&R Block customer service representatives that: (1) it was impossible to get copies of even the blank interview forms from the 2014 online program and (2) HS-122 was not supported by their online program. Clearly both of these statements were not true as I now have copies of the interview forms. I am still forced to take Howard's word for the "fact" that I must have made the mistake--that the error could not have been made by H&R Block or their online program. Howard refused to admit that their online program might have experienced a glitch. H&R Block has reimbursed me $95, the cost of using their online program. However, this income tax return error substantially impacted my property tax payment and has cost me a $211/month increase in my mortgage. As I said in my initial complaint, if H&R Block can show direct evidence of my having made the error, then I will ask for no more--I will close my complaint. Unless they can do that, I am asking for compensation for the substantial financial burden I will incur as a result of this mistake.
Regards,
[redacted]

Dear Revdex.com, In resolution to this matter, H & R Block has approved Mr. [redacted]'s Peace of Mind claim per his request. We have spoken to him provided amount, and date he will receive check. Mr. [redacted] was content with the resolution. 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.Sincerely, Natalie M[redacted] Business Analyst Associate H & R Block

Dear Revdex.com,In response to Ms. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 1/29/2016 and refer your office back to that response. We respectfully request that this case be closed, judged administratively 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 AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s request for tax preparation fee refund has been approved, less any additional product fees. The check will be sent out on Friday, March 18, 2016.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 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.sSincerely,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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: I have provided definite proof through copies of my 2012 IRS transcripts that H&R BLOCK made errors on those returns.The IRS accepted my submission of a corrected return and issued a refund that was $3600 higher than the refund I was due according to H&R BLOCK. I would think the opinion of the IRS is definite proof that an error was made. All my other claims stem from the fact that the adjusted Gross Income was not calculated correctly because the Foreign Income Exclusion that I was entitled to claim was not claimed. There is no doubt that an error was made so if H&R Block still refuses to admit wrongdoing than I want to pursue this claim further through whatever avenue is appropriate. In my letter attached to the e-mail with the IRS transcripts I detail all claims.   
Regards,
[redacted]

Dear Revdex.com,H&R Block has reviewed Mrs. [redacted] ’s rebuttal to our prior response. This response contains H&R Block’s final position. In response to Mrs. [redacted]'s rebuttal, our review determines the rebuttal raises no new issues with the service she was provided.  While we regret that she appears dissatisfied with her experience at H&R Block, we stand by our original response dated September 8, 2017 and we refer your office back to that response. We respectfully request that this case be closed, 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,Michelle B[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 was told that I received multiple voice messages when I received only one voicemail and that was from a [redacted].  I called [redacted] back on Friday, and got to a voicemail that only specified the number of the individual, and not the actual individuals name to make sure they were who they said they were.   I than called [redacted], and left him a voicemail.  I than received a voicemail back from both [redacted] and [redacted];  [redacted] specified that [redacted] was legit, and that I could direct all my contact with her.  At 1:36 PM on Friday, September 23, 2016 I had a phone conversation that lasted about 7 minutes and 7 seconds.  I told [redacted] about everything, including all that was in the Revdex.com complaint.  At the end of that phone conversation, she mentioned about contacting me back, and I specified about I would prefer having them contact me via e-mail.  She specified she would do that, and she would do that by 4:00 PM.   It is now 9/27/2016, and I have not received an e-mail from anyone;  I have checked deleted e-mails as well as junk e-mail and I have not received an e-mail to, [redacted], which is the e-mail I told [redacted] to contact me at.   I would normally give more time for someone to respond, but due to how long this has already gone, I gave them until 9/27/2016 to respond.Unfortunately, this case, to me, will remain unresolved due to the fact that H&R Block continues to not do what they say they are going to do;  They will contact me, but it never gets any further due to them constantly dropping the ball and not living up to what they say.Regards,
[redacted]

Dear Revdex.com,In response to this matter, our investigation has determined that Ms. [redacted]'s 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, [redacted]'s belief that he has done so in this case by having his office associate [redacted] ask the client to provide the [redacted] State tax assessment letter. Mr. [redacted] will need his office to have the opportunity to review the letter in order to assist the Ms. [redacted].At this time, it is our understanding that Ms. [redacted] only wishes to handle all correspondence through the Revdex.com complaint forum.  Mr. [redacted]'s office has reached out to ask that she provide a copy of the letter, which Ms. [redacted] has declined to do. We have also had corporate associate [redacted]. reach out to Ms. [redacted]. He has left voicemails as well as reached out to office leadership for assistance and we have not received follow up from Ms. [redacted]. If Ms. [redacted] should contact Mr. [redacted]'s office, we will be happy to further assist her and address any concerns she might have. Otherwise, we are unable to further investigate this matter.We ask that the Bureau note our above-referenced efforts to contact Ms. [redacted] to discuss her complaint.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]
I am rejecting this response because:Complaint: [redacted] I regret not being able to simply "accept" H&R Block's self-defined "due diligence".As I previously stated, there is a basic structural problem in what H&R Block proposes to individuals needing to file Schedule C. In my opinion, tax-filers need to be able to see and review what they've declared and the details of their expenses even once they've finished the documents and sent them to the Tax Pro for review. What happens in fact is that there is no way to review the original declaration once the tax pro gets the information. In my case, the Tax Pro looked at the data she received, re-declared the information differently than the H&R Block computer program did, and established that I owed money to the Federal government, rather than my expecting a refund. The Schedule A also showed that my tax-deductible contributions had disappeared.Intrigued by such a change, I needed to check my figures. But it's impossible to do so with the Block system; the computer program is devised in such a manner that you can't go back without cancelling the Tax Pro's review and basically starting over again. So in order to access the original data, I asked Block then to cancel the Tax Pro and re-calculated;, using the Block computer program again, I found the "lost" tax-deductible contributions and re-calculated with an even-higher refund due to me. I didn't even bother with another Tax Pro's review as I wouldn't be able to discuss or modify anything without access to the original data again.This is not a healthy, respectful business practice. I spent many more hours than needed. Yes, Block reimbursed the sums, but this doesn't cover the time spent, nor excuses or corrects a faulty system. Schedule C filers should at least be made aware that once they've filled in the questionnaire, there's no turning back, not even when some of the data might go amiss.The public deserves to know about this.  
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]

[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] - refer to my original complain. My wife and I have been more than accommodating with HandR block while they were late filing our returns by one full year, after we provided all the documents to them that they asked us to file a 2012 and 2013 return. Even after they filed the return, IRS contacted us several times because of the gross errors HandR made in our tax returns resulting in us paying extra payments to IRS for taxes. 1)We paid more than $4000 dollars extra tax than what HandR block calculated in a 2012 Tax Return, which we paid by taking out a small loan from a friend. 2) HandR made factual errors in our family size, dependents information was missing and that resulted in IRS sending the tax returns back and recalculated the tax amounts again, and  3) IRS levied penalties and interest payments of late filing for which we had to visit IRS offices several times...the issue is still pending about those payments.and IRS will let us know if we still owe them penalties and interest (close to $5000) after reviewing the amended return. Then IRS found more errors in HandR block return where as in addition to the above mistakes in tax calculations and late filing - HandR block failed to provide our kids appropriate information and social security numbers that resulted in us not receiving the dependent credits and exemptions. When we contacted HandR block we got a lot of run around and excuses that and we finally had to file a complaint to your organisation. HandR block finally filed a amended return that MIGHT waive the penalties and interest charges from IRS that are still pending.  but we have not heard from IRS that if they have waived those fees yet. and hence this complaint should not be closed for two reasons:1. IRS have not fully resolved the tax issues, penalties and interest that were caused by HandR errors and lack of due diligence. If IRS review of amended return still results in penalties and interest H and R Block should pay for those charges, according to the HandR policy linked here: https://www.hrblock.com/popups/accurate_calculations_guarantee_online.html2. We have not received a refund from HandR block for the tax return fees they have charged us. There were many factual and tax calculation errors found on those returns as a result we have another Tax accountant looking at the 2012, 2013 tax returns to do the due diligence and they informed us that we should not have paid enormous taxes payments calculated by HandR block in the first place. We at least should receive the filing fees we paid to HandR block for the year 2012 and 2013. We hope we can resolve these issues through your organizations complain process, if you still choose to close this complaint then we will seek a lawsuit against HandR block. I am in the filed in [redacted] and in [redacted] and have very limited acres to internet, hence I do not get your messages in a timely manner. I am copying my wife on this email, she is in USA,  and request that you cc her in all communications as well.   Many thanks for your consideration and helping to resolve this issue
Regards,
[redacted]

Dear Revdex.com,In response to Mr. [redacted]' rebuttal, or review detemines the rebuttal raises no new issues. Therefore, we stand by our original response dated 6/9/2017 and refer your office back to that response.Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to this matter, our investigation reflects that Mr. [redacted]’s complaint is against a franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client. However, please be advised it is the Franchisee’s...

belief that the fees in which Mr. [redacted] paid to have his tax returns prepared were charged appropriately for the services rendered  and therefore does not agree that a fee reimbursement is warranted in this case. Fees are based on the number and complexity of the forms used and for the service that is provided. Records reflect that in addition to rental property there were a total of 5 State returns prepared for Mr. [redacted]. It is our understanding that during the preparation of Mr. [redacted]’s tax returns the client was very vocal with how he believed his returns should be prepared as well as the fee he felt was appropriate all of which was addressed by the Franchisee at that time. Please note that Mr. [redacted]’s tax returns were prepared properly and according to tax code and although Mr. [redacted] expressed his overall discontent with the service, he and his wife chose to proceed with the filing of their tax return. At this time it does not appear penalties and/or interest has been accessed as it relates to the filing of Mr. [redacted]’s tax returns however, should this change we encourage Mr. [redacted] to contact the Franchisee directly. 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  ?

[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: While I never anticipated H & R  Block to accept any wrong doing.  I assure you we were treated unprofessionally by both the office in North Carolina and in [redacted].  We were lied to, put off, ignored, and misled.  Even when we tried to get help from the head office, we were ignored and never received return calls.  This is the way the company handles their problem cases.  They charge high prices for their services and the peace of mind they never intend to use.  We have used H & R Block for years.  We will never darken their doors again and nobody we know will either.
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 received the check on 10-14-14
Regards,
[redacted] [redacted]
[redacted]