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

Dear Revdex.com,In response to this matter, our investigation reflects that Ms. [redacted]'s complaint is against a franchise office, which has the repsonsibility to resolve this matter directly with your office and directly with the client.  However, it is our understanding that the...

Franchisee sincerely regrets any errors that may have been caused and has asked for Ms. [redacted] to provide a copy of the State letter referencing the penalties and interest to be reimbursed in accordance with H&R Block's standard guarantee. If Ms. [redacted] remains interested in further addressing matters she may contact the office or Franchisee directly at  ###-###-####.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 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

[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:
There was an important, new issue provided in the
rebuttal as follows:
 
                 H&R Block failed to represent [redacted] in the
audit initiated by the IRS.
 
H&R Block’s Peace of Mind Terms state:
          (c) provide Block with reasonable notice of and allow Block
to attend an audit with you or as
your representative with Power of Attorney;
 H&R Block needs to explain why they failed to provide
representation for [redacted] in this audit.
Had H&R Block provided 
adequate representation, they, most likely, would have been able to
answer or
clarify data which was provided to the IRS that could have
resulted in a favorable ruling.
 
The details that [redacted] provided in his rebuttal demonstrate a serious
lack of accountability between the
H&R Block franchise office, the field office, the
enrolled agent, and the Kansas City office, to provide
 support and
representation for the IRS audit.
 
H&R Block’s responses to the Revdex.com have failed to address
this very important issue.  It is [redacted]’s
contention
that this failure leaves H&R Block liable under the terms
of the Peace of Mind agreement, to reimburse
 him for taxes due,
interest, and penalties. 
NOTE:  The specific
details of these events were provided in an attachment to the main
body of the
 rebuttal.
 
If
H&R Block Headquarters [[redacted]] contends that representation is not
their responsibility, but is the responsibility of the appropriate H&R
Block field office, [redacted] requests that the appropriate H&R Block unit take
accountability and address that issue.
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, H&R Block is currently in the process of assisting Mr. [redacted]. We will continue to correspond with Mr. [redacted] in attempts to reach a mutually acceptable resolution. We ask that the Bureau note our current efforts to resolve Mr....

[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 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: 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

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 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 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 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

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

[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 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:
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 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

Dear Revdex.com,In research of this matter, our records reflect that Mr. [redacted] was unable to produce a receipt as proof of payment which is required per the terms and conditions of the "Pay us half what you paid them" promotion. Mr. [redacted] did not qualify for the promotion and therefore,...

it is our belief that the client was charged appropriately for the services provided. We sincerely regret any misunderstandings that Mr. [redacted] may have had as it relates to the promotion. 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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: business has not yet replied to my complaint. Called today and they have no records of my complain. After talking with Jim from H&R block he said will investigate again. I am still waiting H&R block to return my money for a job never done
Regards,
[redacted]

Dear Revdex.com,In resolution to this matter, Mr. [redacted]'s request for his rebate amount to be honored is being fulfilled. Mr. [redacted] should receive a check within 7-10 business days in the amount of $10.To further investigate the issue, we have engaged our Knowledge & Process...

Management team to assist in researching why this may have happened so that this error with processing of rebates does not occur in the future. We are hoping to have a fix in place for tax season 2018. 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 resolution to this matter, we sincerely apologize for Mr. [redacted] experience with our company this past tax season and agree that a full fee reimbursement is warranted in this case. Mr. [redacted] can expect to receive a check for the remainder of his tax preparation fees...

in 7 to 10 days. We hope that our efforts to address this situation will restore Mr. [redacted] faith in our company. 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:
Hello, I apologize for not responding regarding my complaint with H & R Block. I did receive a phone call from them. The man I spoke with took down some notes from me on the situation. Then told me he would contact me within a couple days. He called me back three days later. He then told me that the money that had been stolen from my account was never supposed to be there anyway, because they accidentally reimbursed me twice. So I called them back the next day and asked that they mail me all of my transactions so I can take a look at everything. I have yet to receive anything from them. I even told the gentlemen that they never even credited all of what had been stolen from me the first time I had this happen. But it looks like I won't get anywhere with this. It has become a very stressful and overwhelming fight. Also, I don't know if you would be able to help me on this, but I figured it's worth a shot. When my card was stolen, and money was taken out from an atm machine. It was done so at a casino from one of their key bank atm machines. The detectives who worked on my case are telling me that those atm machines do not have surveillance cameras so they can't charge the person responsible with anything. So I contacted key bank in hopes that they could verify this for me. The person I spoke with would not tell me because I do not bank with them and said he would only further look into it if a police officer or detective had asked for this information. So that wouldn't help because the detectives are saying they don't. Could I set up a complaint on key bank or would it be pointless? I just don't believe that an atm machine wouldn't have a surveillance camera, especially at a casino. Thank you, and sorry if all this information is hard to understand, or is off subject. I'm just really upset with how everything happened.
Regards,
[redacted]