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

Dear Revdex.com,In response to the rebuttal, Ms. [redacted] has been contacted and we are working with her directly to reissue the check. She has my direct contact information for any further questions or concerns going forward. Sincerely, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to the rebuttal, tracking number [redacted] confirms a successful delivery of the 2nd reimbursement check sent to [redacted]. 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,[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to this complaint, our investigation reflects that the [redacted]'s feel that additional monies are owed to them by the IRS for the tax year 2010. Our tax professional, [redacted] states that she had consulted with the IRS and Mrs. [redacted] and the IRS has...

stated that all refunds due have been issued. In April 2016, [redacted] informed Mrs. [redacted] that a Form 3911 - Taxpayer Statement Regarding Refund Form to formally inquire with the IRS regarding the any refund amount due. On April 27, 2016, Mrs. [redacted] confirmed that she had submitted that form in an email to Ms. [redacted]. Should Mrs. [redacted] provide the final determination given by the IRS in regards to that form, H&R Block may be able to take further action, but without it we are unable to investigate any further. In an effort to make further amends, and as a gesture of good faith for any inconvenience, we have issued a refund of the 2010 tax preparation fees and the check was sent on Monday, October 17, 2016.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 Administratively Resolved]Complaint: [redacted]I am rejecting this response because: the resolution was not to my satisfaction, but the office told me that was all they could do to help me.  I grew very frustrated talking to the H&R rep, Ron, because he kept trying to say that H&R Block was a business and had to make money.  I stated over and over that I understand that they have to make money, but what I am upset with is that the H&R Block tax person I worked with did not give me correct information to make an informed decision regarding my taxes. 
 I received a phone call late last week from another gentleman, and I explained to him that I wasn't satisfied and that I felt like the first gentleman that I spoke with, Ron, wasn't really listening to me and my concerns and just offered me "hush money".  The gentleman told me that Ron said I wasn't happy with the pricing of the products, only confirming the fact that he didn't listen to me at all.  I was unhappy with the omission of information.  There is a reason that Errors & Omissions insurance coverage exists.  For situations like this when the company does not give me correct/complete information to make an informed decision regarding my tax filings.
I explained the situation to the 2nd gentleman late last week, and he said he would try to come to another resolution and apologized profusely.
I am waiting to hear back from the 2nd gentleman at H&R Block.Regards,[redacted]

Dear Revdex.com,In resolution to this matter, records reflect that we
attempted to e-file Mr. [redacted]’s 2014 tax return however, it rejected due to the
Homebuyers repayment form. Once corrected, the tax return was e-filed and accepted
by the IRS. This correction increased the amount of...

taxes due which included an
underpayment penalty of $65. This is not a late filing fee but rather a penalty that was assessed
for not paying in enough tax during the year.  As such, Mr. [redacted]'s claim for reimbursement for the underpayment penalty has been denied. 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 our belief that we have done so in this case by
correcting the tax return to include the appropriate form, by refunding the
tax preparation fee which Mr. [redacted] paid to have his taxes
prepared and paid resulting penalties and interest in accordance with H&R
Block’s Standard Guarantee. To further make amends in this situation the
district office offered Mr. [redacted] a free return for next tax season however, he
declined.Additionally, be advised that per the
terms and conditions of H&R Block’s Peace of Mind® Extended Service Plan warranty (“Warranty”), a claim for tax liability
reimbursement does not apply in this
case as the tax return was corrected prior to IRS review and acceptance of the original
tax return. 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,In response to this matter, our investigation reflects that Ms. [redacted]'s complaint is against an independently owned and operated franchise office, which has the responsibility to resolve this matter directly with your office and directly with the client. However,...

in response to this complaint, records indicate that there was no mention of any change of address while services were rendered nor while the return was reviewed and approved online prior to being submitted. Once the office was made aware of the issue with the address, the office researched the status of the refund with the IRS and found that the IRS has not yet released the refund by check.It is Franchisee, [redacted]'s belief that he has made a good faith effort to resolve this matter for Ms. [redacted] by refunding the tax preparation fees for her personal return as well as the Partnership return that was prepared. Records further show that the both checks have cleared the bank on April 15, 2016.As a result, we consider this matter resolved. We respectfully ask the Revdex.com to close this case. However, if you have additional questions or a 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 Ms. [redacted]’s rebuttal, we would like to apologize to Ms. [redacted] for the errors in our previous response. Also, a tax professional was assigned to assist and address her concerns. Ms. [redacted] went into the office 8/1/15 and information  was faxed to the IRS pertaining to her ex husband’s tuition documents. Ms. [redacted] is primary on the account and will receive all correspondence from the IRS. The tax professional also spoke with Ms. [redacted]’s ex husband and was advised he currently lives in a different state. At this time, H&R Block is not able to prepare an amended tax return as both parties are needed to sign the joint tax return. The tax professional has provide the IRS with all necessary documents to make a final determination on the tuition and fee deduction. This will allow the IRS to figure the amount owed in additional taxes  for her ex husband’s two W2’s. The tax professional and Ms. [redacted] will continue to correspond with one another via email and phone. 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

[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 provided the (2) documents to the Tax professional [redacted]. One of the documents was income from Unemployment which I uploaded to the website and have proof. (A screenshot attached here) The other document was a 401k distribution. The program did not ask me for this doc so I emailed it to the tax pro. explaining that it needed to be added to the tax return. (There is a lot more to this that I will happily explain)Also I did not wait 2 months to notify HR Block of the [redacted] letter I received from the IRS. I called them the very next day after getting the letter. It took 15 phone calls, over 12 hours spent on the phone, was sent to (2) HR Block offices, and 2 months for them to even start the claim. Each and every time up til that point I was told that it would be handled or someone would call me. Even now I didn't receive a call before this response was sent to the Revdex.com.  My claim is valid. I provided the tax pro with the docs and she neglected to add them into the tax return. 
Regards,
[redacted]

Dear Revdex.com:H&R Block has reviewed Ms. [redacted]’s rebuttal to our prior response. This response contains H&R Block’s final position.In response to Ms. [redacted]'s’s rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services. The services provided by the independently owned and operated Franchise office were provided and any further concerns should be address directly with that office.. While we regret that she appears dissatisfied with her expe[redacted]nce with H&R Block, we stand by our original response dated 03/14/17  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.Sincerely,Michelle U[redacted]Associate Business Analyst

Dear Revdex.com, In resolution to this matter, our records reflect that Mr. [redacted] filed his 2015 tax return via H&R Block Best of Both® product. This service allows our client’s to start their tax return online, pass it along to a Tax Professional to review, the Tax Professional...

advises the client of any necessary changes. After which, the client signs, makes any necessary payments to the IRS and then the return is e-filed. On March 27, 2016 our records show that Mr. [redacted] provided his banks routing and account number via our message center to his Tax Professional and requested that she schedule an auto debit payment to the IRS. On March 31, 2016 Mr. [redacted]’s tax return was e-filed. On April 15, 2016 Mr. [redacted] messages the tax professional after receiving notification from the IRS that his payment had rejected due to insufficient funds. At this point, Mr. [redacted] resubmits his banks routing and account number a second time requesting that the tax professional verify the numbers. Mr. [redacted] was advised that due to security measures we could not verify banking information on a return that had already been filed. During this same conversation, Mr. [redacted] was told to either make a payment on-line or via IRS.gov. On April 29, 2016 Mr. [redacted] messaged his tax professional in efforts to further understand why the first payment did not go through his bank account as he insisted there were more than enough funds to cover the transaction. Mr. [redacted] states that he reviewed the email referencing his bank information but did not find any discrepancies. He also mentioned that a penalty had been assessed by the IRS and that he had purchased H&R Block's Peace of Mind® Extended Service Plan. Please be advised that H&R Block has reviewed the timeline of events very thoroughly and conclude the following: The first sequence of numbers provided by Mr. [redacted] on 3/27 that was used to schedule the auto debit payment by the tax professional varies by 1 digit when compared to the second sequence of numbers provided by Mr. [redacted] on 4/15. Please note that in the message from Mr. [redacted] suggesting that his bank info be verified shows 1 additional digit added to the end of his account number that was not referenced in his original message to the tax professional on 3/27. As such, H&R Block cannot be held liable for the dishonored check penalty assessed by the IRS, as it has been confirmed that our tax professional scheduled the auto debit payment based on the original banking information provided by Mr. [redacted] on 3/27. We sincerely regret Mr. [redacted]’s experience and recommend that he log into his account and review the timeline and correspondence between the tax professional and himself via the message center. 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 Analyst H&R Block

Dear Revdex.com, In resolution of this matter, Mr. [redacted]'s refund has been approved for the full amount requested in his complaint. The refund will process back to the same card that was used 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 respectfully ask the Revdex.com to close this case. However, if you should have any questions or concerns, 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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Once I receive my refund, that only clears the monetary portion of the complaint. Someone signed my return and I am concerned about my confidential info being given to someone else. I want to know who is [redacted], she signed my return and what assurance do I have that she was not given a copy of my return and that I won't have issues with identity theft. I need to know how & why [redacted] allowed the person to sign. She should've known the client"s name. Also if someone working for H&R Block forged a signature, despite it not being my signature, is a felony. This whole issue was messy from start to now! I demand accountability for the mishandling of my taxes and my attempt to resolve this issue.
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, our records reflect that on 1/19/2016, Mr. [redacted] 2015 tax return was successfully submitted to the Internal Revenue Service and on 2/24/2016 his tax refund was direct deposited to the bank account on record. Unfortunately, Mr....

[redacted] did not receive his tax refund within the 21 days per the IRS processing guidelines. The IRS issues more than 9 out of 10 refunds in less than 21 days. However, there are some cases that may require additional review and could take longer. When Mr. [redacted] contacted his local H&R Block office to inquire about his refund, we verified through the internal Revenue Service online tool that Mr. [redacted] tax return was “still in process”. We can definitively state that the additional time to review Mr. [redacted] return was not due to any wrongdoing on our part but rather a processing delay within the Internal Revenue Service to which H&R Block has no control.  However, we sincerely regret that Mr. [redacted] had to wait approximately 36 days to receive his refund and his overall dissatisfaction this tax season. As a client service gesture we are providing Mr. [redacted] a gift certificate to be used towards tax preparation services next season. 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. [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 agree 110% that I received all correspondence from the
IRS, if the complaint was read correctly I didn’t say that was the reason for
the current complaint. What I don’t have returned from me by HRB is all my tax
records that I gave to Mr. [redacted]. This would be things like my mileage log,
bank accounts, 1099s, w4s and other personal information. I can’t help but find
it funny that HRB says –

That this is the fault of the post office, this
never would have happened if the personal information was handled properly and
the way I asked (being delivered certified mail) in multiple emails. As stated
before anyone with an ounce of common sense would send such materials as
carefully as possible


To say HRB is not responsible is also laughable.
HRB fights as hard as they can to not take responsibility of their actions.
Sense HRB couldn’t get the information I need to move forward with the Offer
and Compromise correctly, how would you figure this isn’t HRBs fault? If I lost
or mishandled your information would it your fault? Think about that for a
second.
 
I need this matter resolved and will take all actions needed to have it
done. I believe HRB knows all the documentation I have against them and believe
it would be smarter for them to admit the mistakes made and move on.

Regards,
[redacted]

Dear Revdex.com,
 
In resolution to this matter, the District Manager has contacted Ms. [redacted] to address her concerns. The District Manager assigned an Enrolled Agent to review Ms. [redacted]’s 2011 tax return and determined the return is correct.
 
As a client...

service gesture we refunded Ms. [redacted] the cost of tax preparation fees, penalties and interest accrued for tax year 2011. We also would like to apologize for any inconvenience this issue may have caused Ms. [redacted].
 
As a result we consider this matter resolved. 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.
 
[redacted]
Associate Business Analyst
H&R Block

Dear Revdex.com,In resolution of this matter, Ms. [redacted]' claim has been approved for the full amount requested in her complaint. The check will be sent out on Thursday, April 30, 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

[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 dont necessarily want the case closed just yet as I received a refund but it was only a partial refund because I guess something with the computers,  so the branch manager and I spoke this weekend and she told me that she will have to resubmit that I receive the remainder of the amount I paid.  I asked her when this would be received and she wasnt sure.  Its not that I dont think she will put in for the remaining dollars, I do however want to make sure I receive it and there isnt going to a further issue.
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, the District Office contacted Mrs. [redacted] directly and reached a mutually acceptable 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. 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,In resolution to this matter, our investigation reflects that Mrs. [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 show that the franchise office...

contacted Mr. [redacted] directly and a resolution was provided. It is the franchisee's belief that the tax return was prepared correctly with the information provided and therefore has respectfully denied Mr. [redacted] request for a refund at this time. Sincerely, Quintina M[redacted] Associate Business Analyst

[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 payment should be sent to:[redacted]
Regards,
[redacted]