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

Dear Revdex.com,In response to this matter, our investigation reflects that Mr. and Mrs. [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, please be advised that the Franchise owner, [redacted], is ready to move forward with the penalties and interest claim for payment but must be in contact with the clients to do so. [redacted] states she has left a message for the clients and will attempt to reach back out to the client in hopes of settling this matter. the clients are encouraged to contact [redacted] at ###-###-#### at their convenience. 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, the Refund Bonus Promotion that was offered this year was an option for our online or software clients. If a client filed using one of those methods then they are able to delegate a portion of their tax refund onto a gift card with a...

participating retailer and H&R Block will add up to an additional 10% to their gift card.Ms. [redacted] filed her tax return in one of our tax offices and the tax offices do not offer the refund bonus promotion.  While we regret any confusion or misunderstanding Ms. [redacted] may have experienced regarding our tax preparation services or promotions, our review reflects that Ms. [redacted] did not meet the criteria required for the Refund Bonus Promotion.We have reached out to Ms. [redacted] and offered a gift certificate toward her tax preparation fees for next tax season. We mailed this gift certificate regular mail on 5/26/2016.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,Jennifer [redacted]Associate Business AnalystH&R Block

Their terms and conditions state that I must respond within 30 days after receiving a notification.  I responded at 20 days after I picked up the letter from my mail box.  They started counting not on the day the notice was received, but rather the date as printed on the notice.  In reality I responded 39 days after the date on the letter, but when you consider that the letter may not be mailed on the date that is printed on the letter and that the postal service will take some time, they are are in violation of their 30 days after receipt policy.  Their policy does not say 30 days after the date printed on the notice.  So they must allow for a reasonable grace period for the letter to get mailed, the letter to be in transit in the mail and the recipient to obtain the letter.  In my case I was on a business trip right at the time the letter was received so the letter sat in the post office box a few days.  I clearly met the requirement that I responded within 30 days of my receipt of the notification.  They are misinterpreting what their policy actually states and short changing all customers by starting the count based on the date that is printed on the notice.
Complaint: [redacted]
I am rejecting this response because:
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 as Assumed Answered]
Complaint: [redacted]
I am rejecting this response because: Mr. [redacted] and I did not agree to a partial reimbursement of preparation fees. When I spoke with Mr. [redacted] on 05/10/16 I was advised I would be receiving the full refund of $450.50. I then confirmed that with his assistant [redacted] several hours later. Once I received check number [redacted] on 05/13 in the amount of $395.50 I called and left a voicemail for Mr. [redacted] that evening, then again on Monday, 05/16, and yet again on Tuesday, 05/17 requesting an explanation as to why I hadn't received the full refund fee as promised. Mr. [redacted] finally returned my call on Wednesday, 05/18.He stated that if he refunded our $35.00 Peace of Mind Guarantee then H&R Block wouldn't assist us with the IRS regarding any tax preparation errors that may have occurred on our 2014 return. Likewise, if our $20.00 Tax Identity Shield fee was refunded we wouldn't have the protection against a fraudulent tax return. I explained to him that I would not consider this issue resolved until I receive the full amount of $450.50 refunded. I further stated that I still have not deposited the check and offered to return the check so he can issue me a new one for the full amount. He stated it wasn't necessary and that I would receive another check for the balance. I did not receive a check for the balance of $55.00 but rather the response to my complaint claiming that I agreed to a partial reimbursement. I still have not cashed this check and I will not consider this matter resolved until I receive the complete refund of $450.50.  
Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Mr. [redacted]'s claim has been approved for the full amount requested in his complaint. The discount was provided at the time of service on May 27, 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

Dear Revdex.com,In resolution of this matter, Ms. [redacted]'s claim has been approved for the amount determined by our Peace of Mind review. This check will be sent out on Tuesday, December 15, 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

In response to this rebuttal, we recently tried to contact Mr. [redacted] and were unsuccessful. If Mr. [redacted] should return our calls, we will be happy to further assist him and address any concerns he might have. Otherwise, we are unable to further investigate this matter.We ask that the Bureau note our above-referenced efforts to contact Mr. [redacted] to discuss his complaint. Sincerely,[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]. I received a check in the amount of $85.00, which is not even half of what H&R Block charged me. I will accept this though, as this is just getting to be a long and drawn out process, and I feel it's just getting to be ridiculous. I'm still unhappy with H&R Block, and will never be a returning customer. I will also recommend to anyone and everyone to not go there. 
Regards,
[redacted]

Dear Revdex.com,In resolution to this complaint, our records reflect that during tax years 2011 – 2014, Ms. [redacted] met with her tax professional in late January and the returns were filed in early February. Ms [redacted] would qualify for and receive Earned Income Tax Credit (EITC).Ms....

[redacted] received a notice from the Internal Revenue Service (IRS) in September 2014 concerning the 2012 tax return that was prepared and filed in January of 2013. The notice identified 1099-B transactions (stock sales) with a reported cost basis of $0.  The IRS requested confirmation as it meant adjusting the 2012 refund (disqualifying EITC due to unearned income above the allowable threshold).  In Oct 2014, Ms. [redacted] brought the notice to the office and provided it to her tax professional. The tax professional reviewed the notice, identified what the issue was, and requested that Ms. [redacted] provide the 1099-B that was not given in Jan 2013 when the tax return was originally prepared. Upon review of the the original client folder, we were able to confirm the 1099-B was not included with the rest of the documents that remained stapled in the client’s folder. Our records further reflect that between October 2014 and June 2015 we repeatedly requested for Ms. [redacted] to furnish the 1099-B while the non-response to the original IRS notice led to first a delinquency notice in December 2014 and then Intent to Levy/Garnishment notice in May 2015.  In June 2015, Ms. [redacted] signed a Power of Attorney which allowed us to contact the IRS on her behalf in efforts to get the Levy/Garnishment waived. At that time, we again advised Ms. [redacted] that the 1099-B would be needed to address the 2012 tax issue. In February 2016 Ms. [redacted] returned to H&R Block and we prepared her 2015 tax return. It was during this time the IRS “seized” her tax refund to settle the 2012 tax delinquency which could have been prevented had Ms. [redacted] produced the 1099- B in 2014 or 2015. After numerous requests, Ms. [redacted] eventually provided the 1099-B. We reviewed the document and established the cost bases which showed that Ms. [redacted] did qualify for EITC in 2012. As such we amended the federal and state tax return and as a client service gesture, we did not charge Ms. [redacted] for these services. We sincerely regret Ms. [redacted]’s experience. However, it our belief that Ms. [redacted]’s 2012 tax return was prepared correctly with the information provided and therefore, must respectfully decline Ms. [redacted]’s request for tax preparation fee reimbursement for tax years 2012-2015. 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, Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In response to Ms. [redacted] rebuttal, our review determines the rebuttal raises no new issues. Therefore, we stand by our original response dated 10/21/2015 and refer your office back to that response. Sincerely,[redacted]Associate Buisness 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:  On 4/14, I spoke with [redacted]  who told me that I could set up a new account with a new email and when I would enter the ssns and birth dates, the system would trigger access to the old tax information from 2012-2014.  I was unable to do this until 4/18.  I received a call from her on 4/15 telling me that she had not seen any activity on my account.I created this new account on the evening of 4/18.  I entered in our information including socials and birth dates.  However, at no time did any prior information become visible.  So I contacted [redacted] today (on 4/19) and informed her that her solution had failed.  She mentioned that she had mailed me a letter and that she had sent this notice to Revdex.com.  She then  transferred me to Tier 2 Technical and I spoke with [redacted] there.  [redacted] informed me that there is no way for me to access the account without either remembering my old password or typing the security question in exactly as it was entered.  Apparently [redacted]'s information was incorrect. So we are back where we started.  [redacted] did tell me that they might be able to get me copies of my old returns.  However we still will not be able to use the information that I entered online.  So my service from H&R Block is not what I paid for.
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 I have 4000 on egift cards that I never wanted.
Regards,
[redacted]

Dear Revdex.com,While we regret any confusions or misunderstandings of our tax preparation services that Ms. [redacted] may have, our review of this matter reflects that her situation was handled in accordance with the product terms and conditions she agreed to and the...

application materials that she signed at the time.  Our records show the the user of the DIY product chooses the option to place refund proceeds on the e-gift card and in this case, Ms. [redacted] chose to allocate $4200.00 to the retailer [redacted]; see the attachment. The allocation of funds to the retailer happens after the IRS releases the refund amount. The user is notified by email that the funds are available and then they are able to choose which retailers they would like to use and direct the amount of funds to be loaded on a card. While we regret Ms. [redacted]'s dissatisfaction with her decision to load her refund on a e-card, neither H&R Block nor Tango holds any funds to return to Ms. [redacted]. 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

I do not have copies of the return. I moved and have no idea where they went, but obviously they have everything on file. The POM form that was presented was one of multiple forms I had to sign multiple times. The last time, I didn't read what I signed, I just signed in aggravation.
[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:
Regards,
Johnny [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]

Dear Revdex.com,In response to this matter, our investigation reflects that Ms. [redacted]' complaint is against a franchise office which has the responsibility to resolve this matter with your office and directly with the client.I attempted to reach Ms. [redacted] to inform her that the...

owner of the location where her taxes were prepared was is in the process of reviewing her complaint and would be contacting her directly to address. However, Ms. [redacted] does not speak English and therefore, the message was left with her son. H&R Block will continue to correspond with Ms. [redacted] in attempts to reach a mutually acceptable resolution. We ask the Bureau note our current efforts to address and resolve Ms. [redacted] complaint. Sincerely,Quintina M[redacted]Associate Business AnalystH&R Block

Dear Revdex.com,In resolution to this matter, records reflect that our District office attempted to contact and address matters with Ms. [redacted] directly but have been unsuccessful. Our request, is that Ms. [redacted] return the call as soon as possible. We ask the Bureau note...

our current efforts to address and resolve the complaint. Sincerely, [redacted]Associate Business AnalystH&R Block

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

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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:[redacted] lied when she stated "The return in question was prepared and signed by our tax professional, [redacted], and given to Ms. [redacted] directly. At the time the return was given to Ms. [redacted], there was no signature of [redacted] on the return." [redacted] didn't give me my tax return in February 2014, [redacted], then Manager of the [redacted] facility, gave me the tax package in 2015. When I received the package, I went over it with [redacted] and the signature was already there when she gave it to me. I asked who [redacted] was and she said she would ask [redacted], who was at another facility. At a later date, Ms. [redacted] informed me that Ms. [redacted] didn't know a [redacted].I picked up my 2013 return sometime in February 2014 and mailed it out the same day. The 2012 return which was signed by [redacted] was signed in I believe March 2014. I never saw [redacted] again after picking up my return in February until approximately April 2014, when I received a letter from IRS about the 2012 [redacted] Family Trust taxes. (NOTE: I was going to send a copy of the 2012 [redacted] Family Trust signature page but I gave my originals to [redacted] to make copies to accompany her reason for filing a Peace of Mind claim. She stated since she was no longer at that facility, she needed a copy for her file at her [redacted] facility. I had to leave and left her the originals to make a copy and mail my set to me, which was a week ago and I haven't received the package.)There is no justification for me to sign [redacted] on a tax return when my name is Terri [redacted]. There is no need for me to lie about who signed as taxpayer. H&R Block has failed to live up to their reputation, which is fine but to provide my return to someone else who had access to confidential information is unacceptable. Instead of them accepting accountability for their lack of proper handling in this situation, they seek to close this case.This case hasn't been resolved because I have asked for assurance that my return was not provided to another customer, namely [redacted]. If [redacted] signed as [redacted], then that is forgery, in addition to it not being the client's name, which is [redacted].Further evidence of H&R Block's lack of discretion in dealing with confidential matters, please find attached a copy of an envelope I received today through FedEx and a copy of a "Confidential Release and Waiver of All Claims." Note that the name of the Taxpayer is Tyler Lynch. I don't know a Tyler Lynch and since the document is CONFIDENTIAL, why do I have an original notarized document? I understand mistakes are made but be accountable! In this day of identity theft, I am concerned about my information floating around. This Q&A was taken from H&R Block's website:"How do we secure your information?The security of your personal information is important to us. We maintain appropriate safeguards to protect your information" Based upon my situation, this is not true. (See Privacy Law below) I am amending my request to include H&R Block paying for a year of Credit Protection since it has failed to assure me that the confidential information was not provided to another person, which could subject the [redacted] to identity theft. FYI: I will be pursuing this issue with the [redacted]'s office because of the forged document which is poor business practice and ILLEGAL. I will also be notifying the [redacted] on what appears to be a company that has faulty safeguards covering the protection of consumer privacy. Lastly I will be contacting the media because H&R Block has refused accountability. Issuing a check is not hush money but instead per their guarantee, money I was entitled to receive for faulty tax preparation. My acceptance of the check sent to me by H&R Block is not me saying I'm satisfied with the outcome of this issue.EXCUSES ARE USELESS, RESULTS ARE PRICELESS!Privacy Law For many companies, collecting sensitive consumer and employee information is an essential part of doing business. It is your legal responsibility to take steps to properly secure or dispose of it.  Financial data, personal information from children, and material derived from credit reports may raise additional compliance considerations. In addition, you may have legal responsibilities to victims of identity theft. The [redacted] regulates and oversees business privacy laws and policies that impact consumers. Check out the following guides from more information on how you can ensure you are compliant.Protecting Consumer Privacy – In general, your online and offline privacy policy is your company’s pledge to your customers about how you will collect, use, share, and protect the consumer data you collect from them. While not required by law, the FTC prohibits deceptive practices.Regards,
[redacted]

Dear Revdex.com,In resolution of this matter, Mr. [redacted]' claim has been approved for the full amount requested in his complaint.  The check will be sent out on Monday, March 30, 2015As 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