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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear Revdex.com,In response to this rebuttal, records reflect that we attempted to contact Ms*** to further address her concerns however, while discussing the issue with Ms*** the phone went silent and after several minutes of dead air, the call was disconnectedWe attempted to call Ms*** back but had to leave a messageIf Ms*** remains interested in further addressing her concerns then we ask that she contact our office back at the number that was left on her voicemailSincerely, *** ***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:
This is once again inaccurate The lies their company told us about the interest are not even the biggest issue anymore I was NEVER given the opportunity to put my refund anywhere but their card and their online filing did not tell me that until after I had paid $to file Which I would not have done had I known I would have use alternative software, as I will in the future In addition once my refund went on their horrible card they took out the emerald advance payment twice lied about when they would return it and have yet to return all of it No I will not accept more lies
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: ***
After receiving this notification, my husband did inform me that he had spoken with H & R Block and had forgotten to tell meHowever, his version of the conversation and that of H & R differ somewhatThe things we agree on:We did purchase POM with our returnsH & R Block does have "general coverage" offered on returns they complete However, I am rejecting this response because of the following remaining points of contention:The business states: "Our research has determined that Mrand Mrs*** declined POM on their tax return and as such, the level of coverage on the return will differ than that of their return." This is inaccurate. We were never offered POM with the amended returnsThe gal who completed the returns said she was not able to do this because they were amended returns and the originals were not completed by H & RThere still remains the question of whether the schedule K in question necessitated the completion of amended returns to begin withH & R Block says they could not include it in the returns, the business sending us the schedule K says this is ridiculous because months of the income on the schedule K were from (as clearly stated on the schedule), and when we contacted the IRS following the submission of the amended returns they also said it was common practice when businesses use fiscal year and not calendar yearThey said it could have been submitted with the returnsThey further stated that since the income was reported to us as fiscal year income, it would be impossible to include it with returns since the schedule would not even be received until early Fiscal year income would typically be submitted in the latter year (i.e2015)We could CHOOSE to submit it with the prior year, but that would necessitate doing amended returns each and every year for as long as we owned the stocks, including paying amended return fees and tax penaltiesAs such, this means we paid H & R Block for amended returns that never needed to be completed in the first placeWe do not accept the "general coverage" being referred to by H & R BlockWe have specifically requested something in writing stating they will cover the amended returns, just as they would the with the POM coverage we purchased. Given that we originally requested full refund and monies it would cost to have both years redone by another tax professional, we do not accept the businesses responseWe have compromised significantly and agreed to adopt a "wait and see" mindset (meaning we will wait to see if the IRS has any issues with the returns) in exchange for receiving written documentation from H & R Block that they will cover any errors, amended return prep fees, penalties, etc for anything related to the schedule KWe have asked for nothing more than their highest level of guarantee for the returns they completed, in writing, and they have refused even thatAs it appears the amended returns were completely unnecessary, asking for that extra protection from H & R Block should not be a big deal to the companyIf they trust their work and are so certain they did the returns the right way, then this resolution is zero cost to themYet, they steadfastly refuseThey have assumed no responsibility for this problem, which is completely unacceptable to usThey are a huge company and to them this is nothingHowever, to us, we now have to wait what could be as long as years (according to the local H & R Block rep) to see if there is going to be an issueIf there is, the penalties H & R says they will pay and giving us advice will not begin to touch the cost of refiling two years worth of returns (federal, ** and ***)And, why they would even think we would take advice from them after causing such a headache for us with the amended returns? We have compromised and met them more than 95% of the way...yet the company will do nothingThe business states: " H&R Block offers several other guarantees that are automatically included with every tax return we prepare and as it relates to coverage on the tax return, our Standard Guarantee would applyOur clients can be assured that if H&R Block makes an error on your return, we’ll pay resulting penalties and interestIf you are audited, we’ll explain your IRS tax audit notice and the documentation you should provide to the auditor." We will accept nothing less than a written guarantee for both years that including all refiling fees, penalties, excess taxes, prep fees, etc...all costs involvedFor the return, this would be for any issues whatsoever with the return, as we purchased the POM guaranteeFor the returns, this would be for any issues related to the schedule K or other changes made by the H & R Block rep who completed the amended returnsThis would not be limited to "errors" made by H & R but the return in general, as the amended return appears to have been unnecessaryThe fact that H & R Block had us do the amended returns is in itself an error. 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:*** *** *** from the H&R office in question reached out to me by phone on 6/30/after sending me an email, which had indicated that she was working diligently to resolve this matterDuring this subsequent phone conversation, she advised me that after having exhausted other efforts, the next step they were going to take is to submit an insurance claim in order to reimburse me the amount of my refund money ($3879.00)*** advised me that I should receive my reimbursement within a “couple of weeks”During that same conversation, she requested that I fax her a voided check and provide her my Driver’s license numberI provided both of these requested items that same dayI have since followed up requesting by email and phone that she confirm receipt of these two items and to reconfirm that they had everything they needed to proceed with taking the next steps and to reconfirm the timeframe for which I should anticipate receiving my moneyAs of today (7/6/16) I have not received a response back from *** (or anyone else from H&R Block) as of yet.I am optimistic that *** (and the appropriate individuals at H&R Block) will follow through on their commitment and issue me (at a minimum) a reimbursement in the said amount of my tax refund, within the stated time period (i.eapproximately weeks according to ***)If they do in fact fulfill their stated commitment, then I will gladly consider this issue to be resolvedHowever, in lieu of the current non-responsiveness, I am not comfortable accepting the Revdex.com response they provided, so I am rejecting this Revdex.com response, pending completion of the final resolution that they have assured me, when I have received the actual reimbursement of $that is due to me.
Regards,
*** ***

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 clientHowever, in response tot his complaint, records
reflect that H&R Block did not prepare Ms***'s returnAs such, H&R Block had no prior knowledge of the credit and Ms*** had the responsibility to inform her tax professional that she had recieved the First Time Home Buyer's credit which required repaymentThe IRS did not reject the return for not having the repayment included, which is why the matter was not discovered until the tax preparation appointment. As a matter of good faith and to make amends, the return was amended to include the repayment at no cost to Ms***As a further client service gesture, the Franchise office offered Ms*** a $refund on the tax preparation fees, which she respectfully declined. 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 Bureau to note our efforts to resolve Ms***'s complaintHowever, should you need additional information or have the 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 postion.In response to Mr***'s rebuttal, and in an effort to settle this issue in the best interest of both parties, H&R Block has agreed to refund Mr*** a portion of his preparation fees paid as a courtesyWhile we stand by our original response, we have mailed Mr*** a check in the amount of $via UPS Next Day AirThis check should have arrived today, April 11th by noon.We respectfully ask the Revdex.com to close this case.Sincerely, Jennifer S*Associate Business AnalystH&R Block

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparation services that Ms*** may have, our review of this matter reflects that the initial IRS notice that was sent to Ms*** was dated 02/27/17. Ms*** contacted our office 9/21/Therefore,
we consider this situation handled in accordance with the product terms and conditions of the Peace of Mind contract that Ms*** signed and agreed to which states in part: “Before such payment, you must: (a) notify Block of any government notice regarding such taxes within days from the date of the initial notice.” 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 Ms***’s situation by reimbursing interest and penalties assessed for tax year 2015.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. Sincerely,Michelle B***Associate Business AnalystH&R Block

Dear Revdex.com,In response to this matter, we recently tried to contact Ms*** but were unsuccessfulAfter further research, our investigation shows that the client has been credited a total of $to date and denial letters have been sent to provide further explanation for the
remainder of Ms***'s claims. Should Ms*** require further information regarding her dispute, she must contact H&R Block's Disputes/Fraud Specialist *** *** at ###-###-####.We ask that the Bureau note our current efforts to resolve Ms***'s complaint. However, should you should additional questions or desire to discuss matter further, place do not hesitate to contact me. Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution of this matter, Mr***’s claim has been approved for the full amount requested in his complaint. The check will be sent out on Thursday, August 24, 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***

[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 ***, and find that this resolution is satisfactory to me
I tried calling MrD***, there was no answI left a msg with all my numbersI was out in villages where I did not have cell service, I am also traveling to another village tomorrow- so I may not have service there as well
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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:While I appreciate HR Block's goodwill gesture for refunding my state processing fee, the point is being missed by HR BlockI agree that they are not responsible for whether my return is accepted or not However, they have a responsibility to notify the consumer if their product is not ready BEFORE they consumer submits their tax return I was told they were 'aware of the issue and were working on a fix." The problem (again) is as follows:They did not notify consumers that their forms were not ready for efile The State of *** was accepting efile returns since Jan There should have been some sort of disclaimer stating that HR Block's forms for the State of *** would not be ready until Jan There was no such thing posted anywhere until you hit "next steps under the rejection notice on HR Block and it says they should have resolved until January 27" Thus, persons who should may have chosen to file with other companies could not because this was not passed on to the customer until AFTER the forms came back rejected, even though they were well aware the forms they had on file were not ready My problem is that many others consumers probably got stuck in the same boat as me, where they could have filed with other companies but did not, choosing HR Block over other companies This caused delays and since we had already filed the federal return, there was no way to file with another company My guess is that HR Block would have lost many consumers if they would have not hidden the fact they did not have the forms ready for state filing rather than letting person know up front and going elsewhere so they would not lose business
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me
Regards,
*** *** thank you for your help with this matter

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparation services that Mr*** may have, our review of this matter reflects that the tax return was completed and approved online by Mr*** prior to the return being submittedAdditionally, the any penalty being assessed by the IRS for a failure to pay taxes would not be generated from H&R Block reporting them as being paid. Although H&R Block is not at liberty to pay the tax liability or resulting penalties and interest, as a gesture of good faith we would like to offer to refund the cost that Mr*** paid to have his return completed by H&R BlockShould Mr*** provide an address where we are able to send the check once it is cut. We ask that the Bureau note our current efforts to resolve Mr***'s complaint. Sincerely,*** ***Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, our records reflect that our district office is in the process of assisting Ms***We will continue to correspond with Ms*** in attempts to reach a mutually acceptable resolutionWe ask that the Bureau note our current efforts to
resolve Ms***' complaint Sincerely, *** ***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 responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this responseThe District Manager for the area, ***, contacted me last Wednesday (April 1) to resolve this matterHe told me that he would find a representative of H&R Block who is a CPA to assist us in a review of all our tax documents since the Home Buyer's credit (when we first started having issues with our taxes)He did not have the contact information of someone at the time, but assured me that he would call me promptly to speed this process alongI have not heard back from him yet, and it has been almost a week.This furthers my *** of the incompetency of H&R Block.
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:H&R Block's response is not acceptable. I do not agree with how H&R Block is now trying to represent this situation,especially with their reference that this is somehow my fault!? I find it completely unprofessional, dishonest and disingenuous*** ***, the H&R Block Franchise Manager and is also the individual whom actually prepared my taxes and filed for my refund, he admitted to me (and my accompanying witness) on more than one occasion that they (H&R Block) had made the error and would fully resolve this issueAt no time throughout this process did they ever even suggest that this was somehow my error, that I had provided the wrong banking information or anything of the such...That is until now, now that they are either unable or unwilling to continue efforts to resolve this matter using the ch***els they have chosen, nor willing to take appropriate ownership of their mistake and provide me equitable compensationIt is not only convenient for them that they are now taking this approach, but it is extremely dishonest and unfortunate.For additional background - In a subsequent visit to the indicated H&R franchise Block office, which took place after bringing the issue of the refund deposit delay to the attention of the H&R Block Franchise Manager, *** ***, whom is also the accountant whom prepared my taxes, I met with *** in-person to further discuss next steps/resolutionAt that time *** specifically advised me and the individual whom had accompanied me (Whom can and will attest to being witness to the conversation), ***, in no uncertain terms, advised us that the incorrect banking information was indeed an error caused by H&R Block's system, further explaining that their system had inadvertently transposed another customer's banking information onto my records*** further commented that there was no way that I could have accidentally written these wrong numbers down because the odds of me randomly writing a series of account numbers exactly matching another H&R Block's customer's information, an unrelated party's bank account and routing information for a different bank in an entirely different state where I have never lived or banked was statistically impossible*** was very apologetic for their error, provided us reassurances that he and the Franchise owner, whom he advised was a lawyer, that they would team up to resolve this issueConcerned about how long the process could take, we asked *** what recourse we had with H&R Block if this dragged on for unreasonable period of time and/or if H&R block failed to recoup my money altogether. To my shock and surprise, *** advised us that H&R Block was not liable for their error because I had not purchased their insuranceI found it absolutely absurd that my only recourse for their admitted gross negligence (Or potential fraud) would have been for me to have purchased some form of insurance?!!! In a transaction such as this, with a licensed accountant, licensed franchise tax business, etc., I firmly believe that H&R Block has a fiduciary obligation to provide me a professional service and are indeed liable for their gross negligence which has transpired in my situation and that I have a fair and reasonable expectation to be reimbursed in a timely m***er. I have been incredibly patient throughout the process and the communication evidence clearly reflects that more often than not, I had to be the one to follow up time and time again to get H&R Block to take the necessary next steps to try and recoup my moneyThey were often non-responsive and seemingly indifferent to my situationMoreover, with them now claiming that they have "exhausted all of their resources", why did they not communicate this to me months ago as I continued to follow up repeatedly and received no subsequent responses advising me that they were ceasing their efforts to assist?...And now their fabrication that I provided them the wrong banking information...Wow, a sad commentary on their lack of professionalism.My expectation at this point in time is that H&R Block compensate me for the amount of my tax refund, $3,879, which was redirected to another person's bank account as a result of their admitted error and negligenceContrary to what they are now alleging, I unequivocally did not provide them incorrect banking information - I provided my correct information which they did not correctly translate to the final documents that they prepared. Despite the time that has elapsed, the actual money paid to them to prepare my taxes (nearly $500) and despite the lost interest opportunity on that money and the overall undue burden that this has placed on me, if H&R Block is agreeable to and compensates me in a timely m***er (Within the next days) in the amount of my misdirected tax refund of $3,879, then I will consider this matter closedI believe that I am being more than reasonable with this request and if H&R Block wishes to demonstrate that they have any credibility then they need to take ownership for their error and proceed as I have requested
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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:It took well over months for them to finally complete this process which I think was too long Then the check they sent me is well below what they said I should get compensated for I have all of the emails sent to me from H&R Block's Claim Office of what they felt I should have gotten, but the check was no where what I received This is my first time ever complaining about H & R Block or having to ever use their "so-called" peace of mind (which I pay dearly for) I still don't think they stand behind their claim and I'm very leery of using them again
Regards,
*** * ***

Dear Revdex.com, In resolution to this matter, records reflect that Mrs*** selected to file RAC DD (Refund Anticipation Check) and opted to have her tax refund direct deposited into her banking accountAs such, the client’s banking account and routing number was provided to the
tax professional and concurrently entered in the systemAdditionally, when we attempted to deposit Ms***’s tax refund to the account provided, the funds were returned to HRB for the following reasons: “No Account/Unable to Locate Account” with further explanation that indicates the account number does not correspond to the individual indentified in the Entry, or the account number designated is not an existing account number and for this reason a check was issued to the address on recordWhile we regret any confusion or misunderstanding Ms*** may have experienced, it is our belief that we filed the tax return correctly with the information providedHowever, as a client service gesture we are refunding the $that Mrs*** requested as a resolution to this matterWe ask Ms*** to allow to days for processingWe 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 me Sincerely, Quintina M*** Associate Business Analyst H&R Block

Dear Revdex.com, While we regret Mrs***'s dissatisfaction with our system and services, our review of this matter reflects that an early release of our tax preparation software caused the medical expenses on the Schedule A to be incorrectly reported on the Missouri
return, causing the return to rejectOur tax professional removed the error in order for the return to be processedIt was at this time that the client was informed that the premiums were removed so that the return could be processed by the State of Missouri however this would change the amount of the Missouri refund that was calculatedOur tax professional advised Mrs*** that we could amend the Missouri return so that she could get back the remainder of the refund amount, however Mrs*** respectfully informed the tax professional that she did not want the return amended. Although H&R Block is not at liberty to refund Mrs***'s tax preparation fees for the Federal return, as a gesture of good faith we would like to reimburse the cost of the Missouri tax preparation fees, as this was the only return affected by the early release of our tax preparation softwareThe check for the refund of fees will be sent on Friday, March 13, 2015.We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. In light of H&R Block's above-referenced good-faith actions to resolve this matter, we respectfully request the Revdex.com close this case. Sincerely,*** ***Associate Business AnalystH&R Block