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

• 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

  06/14/2024

  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,
  ********** ******

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  H&R Block filed my 2023 tax return with the IRS. I paid them $450.00 for this service. On April 29, 2024 I received a notice from the IRS that my tax penalty was "miscalculated" by H&R Block. I received a refund from the IRS for $294.00. H&R Block written guarantee states "If you discover an H&R Block error on your return that entitles you to a larger refund (or smaller tax liability), we'll refund the tax prep fee for that return and file an amended return at no additional cost". I attempted to contact the individual who prepared my return but got no reply. I then called the H&R Block customer service number, gave them all my information and asked for a refund of my tax prep fee. The individual I spoke with took all the necessary information and said someone would contact regarding the issue. On May 16th 2024, I was contacted via email, by *** ********** of the Johnstown PA. H&R Block office who asked me to provide all the details (again) of the problem. I supplied her with the requested information and she replied she was submitting the information to her District Manager for approval of the refund. On May 18th 2024, I received another email from ** ********** requesting a copy of the letter I received from the IRS. I emailed the copy to her the same day. On May 22nd 2024, I emailed ** ********** again, since I hadn't received confirmation she had received the letter. I received no reply to my email. On May 31st 2024 I emailed ** ********** once again asking for an update on the status of my refund. As of today, June 5th, I have received no further correspondence from her.

  Business response

  06/10/2024

  Dear Better Business Breau, 
  
  Regarding *** ******* complaint, the refund he received from the IRS for $294 was the penalty amount for the underpayment that we were required to withhold when we prepared his taxes initially. The fact that the IRS was flexible and decided to refund his penalty amount is not a reflection on our accuracy or imply any mistake on our part. The tax representative *** informed him of this in her initial conversation and requested the letter from the IRS to confirm the actual reason for the refund of the $294. *** has emailed the client and has not heard back.
  
  We consider this matter resolved. 
  
  

  Business response

  06/24/2024

  Dear Better Business Bureau, 
  
  Regarding *** ******* complaint, our guarantee does not entitle the client to a refund as the IRS or 3rd party discovered the error, not the client. That is consistent with our policy. This is our final decision and we will not be issuing a refund. 
  
  We respectfully request this case be closed, we do not believe that any further response on our part would be beneficial.

  Customer response

  06/24/2024

  
  Complaint: ********
  
  I am rejecting this response because: H&R Block is really digging deep into semantics now. Saying that "I" didn't discover the error but rather the IRS did. I assumed that the H&R Block tax preparation "expert" had filed my return without errors. That's why I went to them for service rather than do it myself. If I needed to check their work, why would I use their service?

  This is just another case of a big business trying to outsmart their customers with "legal speak". I do NOT accept their response and will continue to fight their decision, next with the Pennsylvania Attorney General.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I utilized H&R Block's online software for State and Federal taxes for calendar years 2021, 2022, and 2023. I received a letter from NYS saying my State Income Tax Return is incorrect in May of 2024. The error affects all 3 years of my NYS returns filed with H&R Block. The error is due to a limited option to use from in one of the W-2 input boxes. I notified H&R of the issue immediately. I received an email on 6/3/24 saying H&R Block will not correct the error for any of these 3 years of incorrect tax returns because they feel the drop down box selection was wrong on the user side saying the 414h contribution should have been labeled as "414h contribution" but it was actually labeled as "414h contribution". Therefore I am wrong in the company's eyes. My Federal Return is correct because the correct selection was chosen. The State return is wrong because the software does not support the option to be taxed only at the Federal level and not at the State level. I asked H&R Block to reimburse me for the taxes and penalties owed and to give me free vouchers to amend the 2022 and 2023 state returns. They have refused all options and are also refusing to correct their software so other users do not encounter the same issue.

  Business response

  06/07/2024

  Dear Better Business Bureau:
   
  In response to *** ********* complaint:
  
  A claim was open approximately 5/22/24, *** ******* was sent an email of acknowledgment  and 
  a link to the Accurate Calculation Guarantee website for more information.
  
  The email *** ******* received on 6/3/24 was H&R Block's final decision.
  
  Sincerely
  
  ****** - Executive Escalation Specialist
  H&R Block

  Business response

  06/12/2024

  Dear Better Business Bureau,

  H&R Block has reviewed *** ********* rebuttal to our prior response. This response contains H&R Block’s final position.
   
  Our review determines the rebuttal raises no new issues with H&R Block products and services. While we regret that she appears dissatisfied with her experience with H&R Block, we stand by our original response dated 6/07/2024.

  This decision is final. 

  We have respectfully requested that this case be closed, the back and forth is not going to change the decision.
   
  Sincerely,
  
  H&R Block

  Customer response

  06/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  The software is at fault and is incapable of completing a correct NYS tax return for these specific circumstances.
  

  
  Sincerely,
  
  ***** *******

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  H&R Block filed my taxes wrong, I was charged penalties/late fees and I’ve spent 2 years trying to get reimbursed for those penalties and fees. I’ve had 20+ claims created, escalated countless times, been blown off and cases arbitrarily closed, been instructed to go into physical locations to have the problem solved just to show up and they tell me they can’t help me. Claims get denied and everyone refuses to resolve the issue.

  Business response

  06/06/2024

  Dear Better Business Bureau, 
  
  Regarding *** ******** complaint, the client's claim was denied because it was validated that the IRS could not complete their process due to insufficient funds in the client's account which the client would be responsible for. Had there been sufficient funds available by the due date no penalties or interest would have occurred.
  
  We consider this matter resolved. 

  Business response

  06/24/2024

  Dear Better Business Bureau, 
  
  We are currently still working towards a resolution for the client. Please allow more time for us to respond.
  
  Thank you. 

  Customer response

  06/24/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  

  The case has not been resolved, and I don’t want it closed until it is. For the first time in two years, H&R Block has reached out to me, instead of me spending hours a day trying to reach someone there..

  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. ↩