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

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  H&R Block delayed contact with us in June of 2024 (You cant email or call your rep anymore) so I missed my June tax deadlines, possibly incurring fines. I also didnt know how to file, was never given instructions, or a link, or a reminder email, or anything. 2023 H&R Tax Rep ******** ***** had moved on. After weeks of calls and emails, we got a new rep, who finished the 2024 job by: providing vouchers, printed envelopes, and explained the due dates, instructions filing: on when, how, and how much estimated tax I should pay for this year(In order to avoid fines). HOW CAN A TAX BUSINESS FAIL to help client correctly pay their taxes -going forward? What about customer service? We have been w H&R for years!! H&R Block understands estimated taxes on a 1099 job, but ***** left us , after we paid, high and dry, without a way to contact our her/ or another representative. WE HAD TO TAKE THE INITIATIVE WHEN WE HAD NO EXPERTISE! This resulted in stress, and possibly, fines from the IRS. When we finally got in touch with another H&R Rep (no explanation why our original rep wasn’t available), they provided what is necessary, at my request. But, it was now past the June 2024 tax deadline I had been trying to meet. I want my money back from the prior 2023 tax year- they did not provide a complete service, and they caused me a BIG problem, when I paid for their expertise and guidance to do our taxes correctly. Our 2023 rep ***** didnt even bring this 2024 estimated taxes issue up-she just filed 2023, and took her money, and ran. H&R Block didnt follow up for her. No emails, no notification that this Rep might be gone, nothing but crickets!!! UNACCEPTABLE H&R BLOCK.

  Customer response

  07/01/2024

  I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.
  
  I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.
  
  

  Complaint ID: ********

  Name: ******* and ******** ******

  Business response

  07/11/2024

  Dear Better Business Bureau:
   
  We need additional information to research the ******** complaint:
  
  1. What is the location of the office?
  2. What is the name of the Tax Pro who completed the returns?
   
  Thank you for providing this information.
  
  Sincerely,
  ****** - Executive Escalation Specialist
  H&R Block
  
  

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Responding to H&R Block's offer to provide a bonus if I routed some or all of my 2023 federal tax refund to them to purchase an ****** gift card, I elected to do so, designating $5000 towards the gift card. H&R Block later e-mailed that there would be 3 payments to ******. On March 12, 2024 $1100 was added to my gift card balance ($1000 of the refund plus the bonus of $100). On March 19, 2024 my gift card balance was increased by $2000. The remaining $2000 did not show up in my gift card balance. On May 20, 2024, after phone calls, which were transferred several times, I was told that my case, #******** would be resolved in 3-5 business days. On June 4, 2024, 10 business days having elapsed, I was told that the “escalation team” would resolve this within 5 business days. I was not allowed to talk with the escalation team directly. On June 17, 2024 , 9 more business days having elapsed, the 12th agent I spoke to since my first call could not move this matter forward. Similarly, on the next 2 days of calls, the last word, from agent #14 was that “the escalation team was working on this.” On June 18, 2024 I received an e-mail from the H&R Block Product Support Team, noting in part, “We wanted to let you know that we have sent another request to ****** on 6/6/2024 to reissue your refund e-gift card to this email address. …If you have additional questions, we can be reached ….” Note that the 14 agents I have spoken with have all been sympathetic and professional, but NONE has had the authority or freedom to resolve this matter. I am still owed $2000.

  Business response

  06/28/2024

  Dear Better Business Bureau, 
  
  Regarding *** ******** complaint, we are still working towards a resolution for the client. Please allow more time. 
  
  Thank you. 

  Customer response

  06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: it has been over a month that there has been no resolution despite talking to 14 agents and being told twice that something will happen in 3-5 business days.
  
  Sincerely,
  **** ******

  Business response

  07/08/2024

  Dear Better Business Bureau, 
  
  Regarding *** ******** complaint, we were able to get the client’s 3rd ****** incentive card re-issued. The client should check by the end of the week for the funds.
  
  We consider this matter resolved. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer of hrblock for almost 20 years. I received a ****** Advance in November 2023. And on March 31, I made my first payment at that point I talked to customer service and I paid $400 and I asked that couple months of payments and then I would pay it off. They agreed and said that that was fine. And then I paid another 200 at the beginning of June, On June 14, I paid the loan completely off. However, on June 15, H&R Block reported to my credit bureau that I had to 2 missed payments One in May and one in June. I did not miss any payments. I spoke to H&R Block and they assured me that everything I did was correct When I spoke to them when I made the first payment. I have paid all of the interest payments and ended up paying Over $1300 back . I am trying to buy my first home. I have six children. I have worked very hard to build my credit and to pay everything on time. The only reason I got the emerald advance so they would report positive activity and raise my credit score. However, the opposite occurred and when they reported the two late payments, it dropped my credit score 50 points . We are supposed to be closing on our house on July 3 and this could ruin everything from my family. I am asking H&R Block to remove these late payments from my credit report. I have reached out to customer service multiple times and they keep telling me they can’t help me, and say they would escalate it, but no one has reached out to me. Someone please help! I have worked so hard to be able to buy our first home for our family. I pray to God that this message reaches somebody and they can fix this for my family. My phone number is ###-###-####.

  Business response

  06/19/2024

   Dear Better Business Bureau,
  
  In response to ***** ******* complaint:
  
  According to the payment schedule received by the Financial Department, there were two missed payments.
  There are no payments recorded for April 2024 or May 2024. On 5/14, there was a Late Fee Reversal of $30.00.
  
  We are required to report this account accurately to the credit bureau.   Based on the payments above *** ***** was past due and did not pay the account in full until June.  

  I have attached the Schedule of Payments.
  
   Sincerely,
  ****** - Executive Escalation Specialist
  H&R Block

  Customer response

  06/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  As I said before i spoke with hrblock customer service right before i made the 400 payment on march 31,2024 and The customer service agreed upon the payment plan and excepted my payment and was supposed to apply it to April and May. H&R Block states that they record every conversation so I know that this conversation is there. I have been a H&R Block customer for Almost 20 years!!! This year I had issues with my tax return partly because of getting married . And  I would hope that they would treat their customers better than this. Especially the ones that have brought them, not just personal  business but I have also sent many friends and family and associates over the years. I truly hope that HR Block makes the effort to find the call improves that everything I said is true and does what is right!
  Sincerely,
  
  ***** *****

  Business response

  06/20/2024

   Dear Better Business Bureau,
  
  In response to *** *******  rebuttal:
  
  *** ***** also has an Executive Escalations case that we are currently working. We truly understand her dilemma. *** ***** would like us to reverse the report sent to the credit bureau, as a goodwill gesture. As much as we would like to do this, we can't do this, it would be unethical.
  
  The agreement of the loan was it should be paid by 3/31/24, there was a 14-day grace period to pay the loan. This loan never had monthly payments.

  It was supposed to be paid off completely by March 31st and within the 14-day grace period. The report sent to the credit bureau is based on the loan not being paid off completely by the date above.
   
  Sincerely,
  ****** - Executive Escalations Specialist
  H&R Block

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For over 27 years, I have had HR Block prepare my taxes (and my individual family members taxes) and I have always purchased Peace of Mind from them to deal with any tax mistakes. For 2023 tax returns, I had HR Block prepare my taxes on 2/24/24. In checking the IRS website on 4/24, I noticed that IRS declared I owed the IRS $108. 88. I immediately notified HR Block and they advised that I wait until a letter is issued from IRS. I received, scanned and sent the IRS letter to HR Block on 5/11/24. HR Block failed in accurately preparing and calculating my taxes, failed to provide service as advertised per Peace of Mind product, and wasted significant time making promises they were not able to fulfill (i.e. someone will call me back, its been escalated to management and management will call me back). I have requested numerous times for HR Block to fulfill its obligations and talked with numerous HR Block representatives, district managers etc to no avail, as all of what they told me were straight up lies. I have paid the IRS $108.88 (due 5/27 as there were additional penalties if I did not pay them. As of today (6/17/24), I have not received any payment for HR Blocks miscalculations (per peace of mind progam), nor any contact/apologies from their management and how they will proceed in resolving this. All I have received is continuous stream of lies where they will solve it in the next 2-4 weeks without any action

  Business response

  06/25/2024

  Dear Better Business Bureau, 
  
  Regarding *** ****** complaint, our office leadership has advised the client that an underpayment penalty is not an error in his tax return but a penalty that the IRS assessed.  The client was insistent that we file a Peace of Mind Claim.  This we did do, and explained to him that the terms of Peace of Mind does not include such a penalty.   
  
  We consider this matter resolved. 

  Business response

  06/26/2024

  Dear Better Business Bureau, 
  
  Regarding *** ****** complaint, the client was made aware that the underpayment penalty would not be covered. He was also made aware that it would not be covered by our Peace of Mind. 
  
  We respectfully request that this case be closed, as we do not believe that any further response on our part would be beneficial.

  Customer response

  06/26/2024

  Totally disagree with business response.

   

  HR BLOCK is a business entity that is selling services based on professional and industry knowledge.  The mere fact that they were not aware of IRS rules does not excuse them from collecting monies for services that failed to meet industry practices of providing a comprehensive and thorough tax preparation service.  This is no better than a bait and switch service consumers are deceived by on a daily basis.

  BBB please take action on the misrepresentation of HR BLOCK services as their tax preparation is deceitful and does not provide a complete picture of what taxes and penalties are based on IRS CODE.

   

   

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Peace of Mind Claim. Office tax pro submitted a 2021 1040X amended return electronically, The error cost us $2516.00 in penalties.

  Customer response

  06/17/2024

  I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.
  
  I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.
  
  

  Complaint ID: ********

  Name: ***** *****

  Business response

  06/18/2024

  Dear Better Business Bureau, 
  
  Regarding *** ****** complaint, the claim for the client's penalties and interest has been denied 3 times by our claims department due to no mistake made by H&R Block or the tax agent. We can only file with the information provided by the client at the time of their appointment. An amendment has been completed and the client has also received a letter explaining the denial in detail by our claims department.
  
  We consider this matter resolved.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had our taxes prepared by **** ******, in the Piedmont office, on April 10, 2024. In addition to preparing our 2023 taxes, **** was going to file an amendment for our 2022 taxes. We brought my files from 2022; **** asked if she could hold on to them to look into the discrepancy found by the IRS. We never heard from her again.. I had to contact the office and make an appointment with someone else to complete the amended return. When I asked about getting our 2022 files back, I was told they could not contact **** "post season". I've made several calls to the office to see if someone can locate my files, to no avail. I have also made 3 visits to the office physically to try to get a supervisor to assist, to no avail. I have emailed and left voice messages for ******* ******** and ******** ******** I still have not received any response. It seems to me that **** should be able to be contacted to find out what she did with our personal files that contain all our sensitive information: SSN's, Banking information, IRA information, etc. This is a very serious matter and we need someone to address this as soon as possible. We would like our 2022 tax files returned to us and to feel confident they aren't somewhere for public access.

  Customer response

  06/18/2024

  I authorize H & R Block Inc., U.S. Headquarters to disclose to BBB personal/client information related to the BBB complaint I have filed so that BBB, at my request, may assist in the resolution of my complaint. Personal/client information may include the following if applicable: (a) information about a transaction or payment, (b) student records, (c) information about an alleged debt, and (d) information covered by an attorney/client privilege. If applicable, I waive the attorney/client privilege to the extent reasonably necessary for the attorney to communicate with BBB about my complaint.
  
  I authorize BBB to use and disclose to the business personal/client information related to the BBB complaint I have filed to the extent necessary to assist in the resolution of my complaint. I also authorize BBB to use information about my experience for research on marketplace practices, which may lead to publication of aggregate and demographical data but will not result in the publication of personal/client information.
  
  

  Complaint ID: ********

  Name: ****** *****

  Business response

  06/20/2024

  Dear Better Business Bureau, 
  
  Regarding *** ******* complaint, all the documents were scanned and shredded based on our procedures. The client was offered to reprint the documents that were scanned and she insisted on getting the originals. The client was also told that she could get copies of all her documents from her secure id.me account on the IRS.
  
  We consider this matter resolved.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed two tax returns, the Sullivan office screwed one up. It's only open during tax season. The lady with the High Ridge office said that they filed it the wrong way. The Union office is rude and uncaring. Please help

  Business response

  06/17/2024

  Dear Better Business Bureau, 
  
  Regarding *** ******* complaint, our office leadership has worked with the client. The client visited the office and picked up the documents to mail in his return. 
  
  We consider this matter resolved. 

  Customer response

  06/17/2024

  I'm not sure that they did it right and will wait until I get a response from the state. Please keep my complaint active until then. I will inform you as to the action the state may or may not take. I know it's way past April fifteenth when all this was due.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed taxes in the office located at 4640 shore drive suite 109 Virginia Beach Virginia 23455 got a notice from the IRS cp14 the taxes hadn't been paid file taxes on the 7th pay taxes online on the 8th cleared the account I paid it from on the 9th H&r block through investigation has inputted my husband's social security number wrong which I then just copied off of the return and paid the taxes we aren't getting credit for it the office is closed can only make an appointment which isn't for weeks can't get a hold of anybody live corporate office gave me the address of another H&r block that was supposedly open that doesn't exist can't get any answers from anybody the online system for H&r block through the corporate sucks does not help me at all I have spent probably 5 hours the last 2 days dealing with this will probably end up missing work over it because of their mess up and I can't even talk to anybody that knows what to do or how to help me

  Business response

  06/24/2024

   Dear Better Business Bureau,
  
  In response to ***** ***********  complaint:
  
  The District Manager has reached out, several times, and has left voicemails. 
  As of 6/21, *** ********* has not returned any of the calls.
  
  We need to connect with *** ********* to resolve her issues.
   
  Sincerely,
  ****** - Executive Escalations Specialist
  
  

  Customer response

  06/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Upon logging into my HRB online account 4/15/24 to file a tax extension. I was shocked to discover that an identify thief attempted to file a return (Submission ID (*********4*********1) using my social security number a month earlier (March 2024). Thankfully, it was rejected by the IRS. I called HRB and was provided a case number, ********. I haven't heard from anyone since then. My question: Why does HRB's system allow a FREE return to be filed, using an existing customer's Social Security Number - without requiring them to be logged in? The system should recognize that the SSN is an existing customer's account and: 1. Alert existing customer that a return is being filed using their information 2. Require the existing customer to login using their existing credentials to proceed with the return I would appreciate a response from HRB and some sort of compensation of my lost time dealing with this due to HRB's negligence in protecting my SSN.

  Business response

  06/11/2024

  Dear Better Business Bureau:
  
  In response to *** *****' complaint:

  
  We want to assure you that H&R Block takes fraud very seriously. While this tax filing was not a result of any kind of breach on our end, your concerns are valid, and we want to help you through this process.
  
  We have escalated your concerns to a specialized team who will follow-up with you on what necessary next steps are needed to take, including how to report the fraud to the IRS, case ********.
  
  It is recommended you contact the three major credit bureaus:
  Equifax: ###-###-####
  Experian: ###-###-####
  TransUnion:  ###-###-####
  You can visit IdentityTheft.gov to create an Identity Theft Report and a personalized recovery plan.
  
  We apologize for this inconvenience and the frustration this has caused. There is no compensation
  available.

  Sincerely,
  ****** - Executive Escalation Specialist

  H&R Block
  
  

  Customer response

  06/25/2024

  It is 13 days since this response, and no one from HRBlock has reached out. Again, my point here is that HRBlock failed to detect that my information was used outside of my account. Their systems should have caught that someone was trying to use an existing client's information to file a return - and alerted the existing client that someone was attempting to use their information. 

• Initial Complaint

  06/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made an appointment on May 21st to get my taxes filed. The register stated my taxes would be done by May 24th but ******** ******. I had been sending messages with no response. I called the office on 5/29/24 to see why she hasn’t started working on my return because I need them done for school. My deadline June 12th. She then works on my return. I pay $155 and my taxes are rejected! I’ve sending messages asking why with no response! I called the 1-800 number to get help on June 5th with a promise someone would be calling me to fix my taxes. They were rejected because their tax professional did not even have enough ‘professionalism’ to know she needs my health insurance information. I’ve filed my taxes on Turbo Tax before and was asked for that information so ******** was flat out being lazy! It is June the 9th!!!!!!! I have 3 days to get my stuff together for school! No one has done anything but they got my money!!!! I want my money back at this point because guess what? I can’t go to school this semester because of H&R Block! And to think I used to work for them. I literally hate this company for messing up my chance of starting my bachelor degree early! I want a partial refund AND the job completed! This is ridiculous. I have attached a screenshot of how many times I’ve reached out and with no response.

  Business response

  06/11/2024

  Dear Better Business Bureau, 
  
  Regarding *** ******** complaint, we apologize for the inconvenience this has caused the client. The client's 1095A has been entered and a refund for the client's tax preparation fee has been approved. 
  
  We consider this matter resolved. 

  Customer response

  06/12/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to point out that customers should not have to go as far as filing a complaint with BBB. Had I not done so I would still be waiting. Maybe give your tax prepares 24-48 to respond to a customer. How am I to trust your services when you allow your employees to do as they wish? Reading reviews, it shows that ******** ****** is well known for doing this to others at two other offices she works. Maybe do something about that.
  
  Sincerely,
  ********** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩