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

Dear Revdex.com, In response to this matter, our investigation reflects that Ms***’s complaint is against a franchise office which has the responsibility to resolve this matter directly with your office and directly with the clientWe regret any misunderstanding’s that Ms***
may have had as it relates to H&R Block’s Free Federal 1040EZ promotion as well as H&R Block’s Refund Advance loan to which Ms*** did not qualifyThe Free EZ offer applied only to the Federal Form 1040EZIf additional forms are filed such as Earned Income Credit (EIC), State & local tax forms, Affordable Care Act form health coverage exemptions, these forms are billed at ratesRecords reflect that Ms*** filed the Earned Income Tax Credit and as such the appropriate fees were appliedIt is the franchisee’s belief that a service was provided which resulted in an accurate and timely filed tax return and therefore does not approve Ms***’s request for a refund of tax preparation fees at this timeIf you should need anything further or have any questions, please do not hesitate to contact meSincerely, Quintina M*** Associate Business Analyst H&R Block

Dear Revdex.com, In response to this rebuttal, we have investigated this matter thoroughly and our findings reflect that the ACH department of *** ** *** confirms that they posted a deposit from H&R Block in the amount of $1,to *** ***'s account on February 23, 2015.We refer Mrand Mrs*** back to *** ** *** if the February bank statement does not reflect the deposit mentioned above. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlyWe trust that this response will allow your office to close this complaintHowever, should you desire to discuss this matter further, please do not hesitate to contact me.Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com,H&R Block has reviewed Mr***'s rebuttal to our prior responseThis response contains H&R Block's final position. Mr*** has spoken to our Financial Support team and has been directed to send a Client Check Replacement Form submitted and to also provide a voided check or a letter on bank stationary that lists his name, routing and account number and what type of account it is to our Financial team via fax number ###-###-####At this time, no documents from Mr*** have been received for processing. Once documents have been received it will take approximately 3-business days to processMr*** can choose to have a new check sent or direct deposit. Until Mr*** provides the needed documents by fax to the number provided, we are unable to further assist.We ask that the Bureau note our attempts to provide Mr*** with the correct process and that we have yet to received the needed information to proceedThank you. Sincerely, Jennifer S*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 responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: Nothing U signed had to do with my Sate only my Federal Return. This was not told to me in the office or showed in writing. There is nothing on any of these papers that states about taking there money out of your State one reason being Hand R Block dies taxes for states that don't do State refunds so any state that does they took there refunds and this after they explain that they have nothing to do with you your state refund you must tell them how you want your State refund to come back my check in mail or direct deposit so I had to give them my banking info for my State refund and I agreed to have my Federal sent to there account then transfer to my personal account that's what those papers state I will send a copy to the person working on my case
Regards,
*** ***

Dear Revdex.com: In response to Mr***’s rebuttal, While I regret the dissatisfaction with my response; my intentions were to inform Mr*** that we were in the final stages of getting his issue resolvedAfter receiving the rebuttal, I contacted Mr*** and addressed his concerns associated with my responseMr*** has been advised of what our resolution will beAs of today, March 23, a check has been issued and overnighted to Mr*** for the amount requested in his complaintWe ask that the Bureau note our current efforts to resolve Mr***’s complaintWe assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlyIf you should need anything further or have any questions, please do not hesitate to contact meSincerely, *** *** Associate Business Analyst H&R Block

Dear Revdex.com,In response to Mr ***'s rebuttal, our review determines the rebuttal raises no new issuesWhile we regret that he appears dissatisfied with the process that must be completed prior to the resolution of this matter, we do ask that he allow us the time needed to continue our investigation while we correspond with him. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly . We ask that the Bureau note our current efforts to resolve Mr***'s complaint Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com: H&R Block has reviewed Ms***'s rebuttal to our prior response. This response contains H&R Block’s final position.In response to Ms***'s rebuttal, our review determines the rebuttal raises no new issues with H&R Block's investigation and previous credits to her accountMs*** spoke with a Financial Services Specialist on the Fraud team and was informed that the credit she was due was issued twice, resulting in an over-payment to her and this is the money that was taken during the ATM transactionsDuring the last conversation with Ms*** on 8/19/15, Ms*** advised that she was going to pursue charges against the suspectHowever, statements dating from January through August have been requested and sent to Ms*** as of today, Tuesday September 8, 2015. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated 8/14/and we refer your office back to that response.We respectfully request that this case be closed administratively judged resolved, as we do not believe that any further response on our part would be beneficial.Sincerely,*** ***Associate Business Analyst H&R Block

Dear Revdex.com,In response to this matter, our investigation reflects that Mr***'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. Our review
has found the issue with the Nebraska state program within our preparation software was an anomaly this year due to a system enhancement but has since been corrected. We highly regret any inconvenience Mr*** endured due to the improper credit calculated that was corrected by the State of Nebraska prior to the refund being issued.In effort to make amends and as a gesture of good faith for any inconvenience, the Franchise owner, *** ***, personally visited the ***s to refund the tax preparation fees in fullAny further requests for compensation should be directed to the Franchise owner. We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Ms*** ***'s claim has been approved for the full amount requested in his complaint. The check will be sent out on Friday, September 15, 2017.As a result, we consider this matter resolvedWe 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 caseHowever, if you should need anything further or have any questions, please do not hesitate to contact me.Sincerely,Michelle B***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 responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because: There is NO confusion and misunderstanding on my partWhat is so difficult for them to get and accept accountability; their employees are giving out INCORRECT informationBEFORE accepting the offered emerald card I asked, was told and instructed by their employees (at a branch and with customer service) that my request of transferring money FROM the card can be doneIt is royally screwed up that I have to pay the cost literally and figuratively for their employees incompetence and lack of training and understandingWHY would I transfer money from my personal checking account knowing that the funds weren't available? I guess having faith that companies have integrity and knowledge is way too much to askIf this was the case I would have paid yet another ridiculous h and r block fee to get my refund check mailedI was already charged $in fees to have my taxes prepared there and because of their mistake they stole $from meMy bank charged me the NSF fee because of their ill advised and constant wrong information. Regards,
*** ***

Dear Revdex.com,In resolution of this matter, the District Manager contact Mr*** directly and reached a mutually acceptable resolutionAs a result, we consider this matter resolved. We respectfully ask the Revdex.com to close this caseHowever, should you have
additional questions or desire to discuss this matter further, please do not hesitate to contact me.Sincerely,*** ***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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I filed my taxes in and I approached H&R block in MarchI don't think I was terribly lateMoreover there is no way for me to detect H&R block's mistake during the same calendar year (2014)The discount that H&R block is offering doesn't make sense to meI don't want to file taxes through them again and their discount will only work at their franchise :(
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:
This business has lied and is not attempting resolve this matterI would like my original tax preparation fees returnedThis business is dealing in practices by denying customer copies of there information and not being upfront and truthfulThis has caused me a hardship and duress due to not receiving my tax return in a timely matterI was told by H&R Block that my refund would NOT be delayed and I had nothing to worry aboutI filed my taxes return on 1/22/and I am no closer in receiving my returnI want my $returned as H&R Block messed up.
Regards,
*** ***

Dear Revdex.com, In resolution of this matter, Ms***’s refund is being granted for the full amount of tax preparation fees paid for her tax returnThe check is being mailed to client and should be received by no later than 11/7/Ms*** has had an amended return
prepared to provide to the IRS as well as a claim submitted to our Claims Department to review the final amount owed to the IRSAs a result, we consider this matter resolvedWe assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlyWe trust this response will allow your office to close your fileHowever, should you have additional questions or desire to discuss this matter further, please do not hesitate to contact meSincerely, *** *** Associate Business Analyst H&R Block

Dear Revdex.com,In response to this matter, records reflect that our district office has attempted to reach Ms*** by phone to address matters directly but have been unsuccessfulWe ask that Ms*** contact our district office at the number referenced on her voicemail as soon
as possible.We ask that the Bureau note our current efforts to resolve Ms***’s complaint.Sincerely,Quintina ***Associate Business AnalystH&R Block

Dear Revdex.com, In response to Ms.*** complaintWe have reached out to her and explained the difference between our software, and our online productsAs a client gesture we have refunded her feesAs a result we consider this matter resolvedWe assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlySincerely, Natalie M*** Associate Business Analyst H & R Block

Dear Revdex.com, In response to this matter, we have contacted both the original office as well as the second office that the Ms*** visitedBoth district managers have had office managers reach out to Ms*** to further explain the details of the original tax return that was
prepared for her. Our investigation has shown that the original return was prepared accurately without mistakes and this information has been relayed to Ms*** as wellOur understanding is that Ms*** believed some of her income was being taxed to New YorkWhile her name and her income are pulled from the federal return and appears on the front page, there is a section where the income is split between what is taxed by New York and what is not taxed by New YorkMs***’ income is not being taxedAfter further review of the tax returns we firmly stand by our preparation of the tax returns as it is our belief the returns were prepared correctly with the information provided Therefore, we must respectfully decline Ms***’ request for tax preparation reimbursementAs a result, we consider this matter resolvedWe assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairlyWe respectfully ask the Revdex.com to close this caseHowever, if you should need anything further or have any questions, please do not hesitate to contact meSincerely, *** *** Associate Business Analyst H&R Block

Dear Revdex.com,In resolution of this matter, Ms***' claim has been approved for the total of $A refund of $was provided on April and another refund of $was issued on April 10, These refunds were processed electronically. Regarding the request for an
additional $refund, we request that Ms*** contact ###-###-#### for further information, as this fee refund may restrict the content available to her. As a result, we consider this matter resolved and we respectfully ask the Revdex.com to close this caseHowever, if you should need anything further or have any questions,please do not hesitate to contact me.Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com: In resolution to this matter, the office that Mr*** filed in has worked directly with him in attempts to resolve this matter Mr*** came into the office with a W-showing Missouri wages but stated he worked in the state of NevadaNevada does not
have state income taxMr*** was then advised he needed a corrected W-before his taxes could be filed, and that this information could be faxedMr*** advised the tax professional that he would get back with him. The tax professional never received a follow up from Mr***Our records do not indicate an IRS Extension was requested or paid for by Mr***. Mr*** later returned to the office, and was advised an extension was not filedMr*** proceeded to have his taxes filed with a balance due and penalties and interest accrued. Mr***’s Claim for Penalties and interest was denied because there is no proof that he requested an extensionH&R Block is not responsible for Mr***’s tax liability or penalties and interest. We respectfully ask the Revdex.com to close this caseHowever, if you should need anything further or have any questions, please do not hesitate to contact me. *** ***Associate Business AnalystH&R Block

Dear Revdex.com:In response to Ms***’s rebuttal, her concerns have been brought to the attention of our Software DevelopersIf our software does not support a specific form, clients are referred to an H&R Block officeThe cost to have your taxes prepared in an office varies, as clients have different tax situationsOur clients are charged according to the complexity of their tax return and forms that are necessary to fileAlso, client’s that have difficulties with our software are not discounted in the officeUltimately, it is the client’s decision to have their tax returns prepared in an H&R Block office.As mentioned in our previous statement, the District General Manager does not believe this issue warrants a refund of tax preparation fees and Ms*** was issued a refund for the software that she was unable to useWe respectfully ask the RevDex.com to close this caseHowever, should you have additional questions or desire to discuss this matter further, please do not hesitate tocontact me. Sincerely,*** ***Associate Business AnalystH&R Block