Complaints

This profile includes complaints for H & R Block Inc., U.S. Headquarters's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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H & R Block Inc., U.S. Headquarters has 12660 locations, listed below.

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• 

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

  1 H And R Block Way Kansas City, MO 64105-1905

• 

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

  11900 Industry Way Ste 5 Anchorage, AK 99515-3592

• 

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

  11401 Old Glenn Hwy Ste 110C Eagle River, AK 99577-7747

• 

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

  11312 Kenai Spur Hwy Kenai, AK 99611-9106

• 

  H&R Block

  116 Market Center Dr Alabaster Market Center Alabaster, AL 35007-8610

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/1/2024 I applied and received a $350.00 emerald advance loan. These funds were loaded to my hr block emerald debit card, which was lost at the time. I called customer service to report it lost and they advised it was stolen and the funds were drained. HRBlock has been charging me late fees and finance charges. I told customer service to please file a dispute, they did, and the response back from HRblock was that since these transactions took place in the same zip code as me, no fraud took place. They would not provide any proof or paperwork either.

  Business Response

  Date: 09/10/2025

  Dear Better Bureau,

   In response to the client’s complaint, we conducted a thorough investigation and determined that the denial of the claim will remain in place. We have communicated directly with the client by both phone and email to explain the reasons behind the decision. As a result we consider the matter closed. We assure you that
  we take our clients' concerns seriously and make every effort to resolve
  matters thoroughly and fairly.

  Sincerely,

  H&R Block

  Customer Answer

  Date: 09/10/2025

  Complaint: ********
   
  
  I am rejecting this response because the company did not provide proof nor verification to me that fraud did or did not occur. They said I would have to provide video evidence from the merchants, however so many months have passed that I reached out and they no longer have that information but my information was given to the managers in case they are able to locate. HRBlock failed to request this information in a timely manner, and had they requested it timely I would have been more than happy to request and provide.

  I am requesting that they dismiss the late fees, interest charges, and notify the credit bureaus as this is now impacting my credit score.
  
  
  
  Sincerely,
  
  
  
  ***** *********

  Business Response

  Date: 09/11/2025

  Dear Better Business Bureau,

  In response to the client's complaint, we have determined that no new issues have been raised that weren't previously addressed in our prior response dated 09/10/2025 and we respectfully refer your office back to that response. Additionally, we would like to highlight that on June 25, 2025, at 9:14 AM, we sent an email to the client outlining the reasons for the denial. In that message, we invited the submission of any supporting documentation—such as a police report, incarceration records, or hospitalization documents—that might assist in reconsidering the decision. However, no additional documentation was provided. As a result, we consider this matter closed. We assure you that
  we take our clients' concerns seriously and make every effort to resolve
  matters thoroughly and fairly.  

  Sincerely,

  H&R Block

  Customer Answer

  Date: 09/11/2025

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because no evidence was provided to me. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:09/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2024, I had H&R Block to prepare the tax return for my 92 year old mother. I am her Power of Attorney and her caregiver. H&R Block errored in the preparation of her 2023 Colorado tax return when they failed to understand the TABOR rules that allow a taxpayer to receive the $800 TABOR Refund. Colorado denied her refund because of the error by H&R Block. I requested that the tax professional file an appeal of the decision, however, the tax pro refused. I have attempted to resolve this dispute with H&R Block for the past 6 months. The local branch manager agrees with me that my mother should have received the refund, and the law is clear she was entitled to the refund. H&R Block offeres a 100% guarantee that they will compensate a client for any error they make on their tax return. The local manager is **** ********* and has sent all the correspondence to their corporate office. Her email addres is . No person at H&R Block has specifically denied the refund and the deadline to get the refund for the state was only 30 days. It seems the problem is they have administrative problems and has not taken this matter seriously. However, this money is for a 92 year old elderly person who is on a fixed income social security and desperately needs this money. It may not be important to a multi-billion dollar company like H&R Block, but it is very important to her. I have attached all of the correspondence and I am hoping you can see to it that they either give her the refund, or provide a legal reason why they have not given her the refund.

  Business Response

  Date: 09/11/2025

  Dear Better Business Bureau,

  Following a thorough investigation into the client’s complaint, we have confirmed that the denial of the original claim was valid. Based on the state notice provided by the client, eligibility for the credit in question required the tax return to be filed by April 15. Unfortunately, the return was not paid for in time to meet this deadline, which prevented us from filing accordingly. That said, in the interest of client care and as a one-time courtesy, we have agreed to honor the client’s requested resolution. We have also communicated to the client that moving forward, returns must be paid for prior to the April 15 deadline to ensure timely filing and eligibility for the credit. No exceptions will be made in future cases. The check is scheduled to be mailed on September 12, 2025. Please allow 7 to 10 business days for delivery via standard mail. As the client’s requested resolution has been provided, we consider this matter closed. We assure you that
  we take our clients' concerns seriously and make every effort to resolve
  matters thoroughly and fairly.

  Sincerely,

  H&R Block

  Customer Answer

  Date: 09/11/2025

   
  
  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

  Date:08/28/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my 2023 taxes with h and r block. My refund was to be direct deposited into my bank account. Several weeks after filing, my bank account was compromised and I had to close the account. I completely forgot to let h and r block know of the change before my refund was released. Once I realized that I had forgotten, I contacted my local office and even went in and gave my tax "expert" my new bank account information and verified my identity. It's been months and months of phone calls to them to release my money but they refuse. I even had a guy from the headquarters in Missouri hang up the phone on me! I contacted the IRS and they said they released my money to h and r block a long while ago. I've been trying to resolve this for months now and now headquarters is hanging up the phone on me. They're withholding several thousand dollars and refuse to release it to me. My next step is filing a formal complaint with the IRS and I'm contacting my lawyer. They also claim to have sent me an emerald card advance to which I never received and even filed a fraud claim for that and they denied it. They're at this point, stealing over 7 thousand dollars from me. Their adamant refusal to get this situation dealt with and my money released to me, is absolutely the worst business practice I've dealt with thus far. If h and r block does not release my entire tax refund within a week, I am contacting a lawyer and will be fighting not only for MY money but my lawyer fees(seeing as how I shouldn't have to even get a lawyer for this tax business to give me my money) as well and the few hundred dollar fee they charged to do my taxes in the first place. This is horrible business practice and hanging up on someone is ridiculous. There is zero reason to withhold my money when I've gone in and verified my identity and new bank info and have talked to headquarters many times. A lawsuit against them is coming if this isn't resolved ASAP. They've been running me around for months now!

  Customer Answer

  Date: 09/06/2025

  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

  Date: 09/09/2025

  Dear Better Business Bureau,

  In response to the client's complaint, we’ve completed a thorough review of his case. Based on our findings, the client will need to work directly with his bank to recover the funds. As he noted in his complaint, the account information was not updated with H&R Block prior to the release of his refund, and his bank accepted the funds. Our financial department did submit a hold harmless request to his bank, asking them to return the funds. However, the bank responded that the funds were accepted and will not be returned, citing “account closure” as the reason. We want to clarify that there was no error on H&R Block’s part. The funds were deposited into the account number that was provided during the tax preparation process. Additionally, H&R Block is not holding the client's funds, as mentioned in the complaint—the funds were disbursed to his bank, which then accepted them. Since the next steps involve the client working directly with his bank, and there are no further actions that can be taken on our end, we consider this matter closed. We assure you that
  we take our clients' concerns seriously and make every effort to resolve
  matters thoroughly and fairly.

  Sincerely,

  H&R Block

• Initial Complaint

  Date:08/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  H & R filed my taxes for 2024, charged $300.
  I recently received a notice from P A State stating there were errors and requested information. When I spoke with the H & R representative at their office in Lancaster, H & R Block stated I had to pay to have the taxes fixed., beginning at $99., even though the error is theirs.
  Since I now have no confidence in H & R's ability to make the proper corrections, I had another firm make the corrections and the cost was $85.

  Customer Answer

  Date: 08/28/2025

  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

  Date: 08/28/2025

  Dear Better Business Bureau,

  In response to the client’s complaint, we sincerely apologize for any inconvenience they may have experienced. After conducting a thorough investigation, we found that the client provided a letter from the state requesting additional documentation that was not submitted at the time of the original filing. Because the issue stems from omitted documentation, the client does not qualify for a free amendment under our Maximum Refund Guarantee. Additionally, the client is requesting reimbursement for fees paid to a third-party tax service. H&R Block does not reimburse fees paid to other tax preparation companies. Based on these findings, we are unable to agree to a refund of the client’s fees. We assure you that we take our clients' concerns seriously and make every effort to resolve matters thoroughly and fairly.

   

  Sincerely,

  H&R Block

• Initial Complaint

  Date:08/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See attached letter, exhibits available upon request due to privacy sensitivity

• Initial Complaint

  Date:08/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company failed to disclose higher fees and had promised a refund of $50.00 since March 2025. As of today, no refund has been received. I have contacted the office twice and requested a call back, but have not received any response.

  Business Response

  Date: 08/18/2025

  Dear Better Business Bureau, 
  
  We sincerely apologize for any inconvenience this may have caused the client. A refund request has been approved, and the client will receive a link via text and email within 24–48 hours to choose her preferred method of receiving the funds. 
  
  We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly. 

  Customer Answer

  Date: 08/19/2025

   
  
  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

  Date:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022, my husband and I filed tax returns with Indianapolis H&R Block Advisors. Despite informing, discussing, and providing ALL documentation of an SSA lump sum payment, our advisor failed to include the payment on our IRS and State returns. When the returns were filed, we received a $2000 IRS refund. Surprised, I asked the H&R Block advisor how a refund was possible since I received a lump sum. Shocked, she stated she forgot to include it and would have to file an amendment. She told us, however, not to worry because we were eligible to file an H&R Block “Peace of Mind” claim. I've attached emails regarding the claim and H&R Block's continued admissions of the error.
  
  Despite overwhelming written evidence, the claim was denied. After the turmoil and financial strain of paying IRS late fees and penalties, I later received an INDOR notice that taxed the lump sum reported in the IRS Amendment. I had to protest the taxation myself, fill out paperwork, and comb through documents to submit the protest to the Indiana Department of Revenue. The protest was approved. However, due to the absence of a State amendment, INDOR sent a notice this month indicating that the EITC calculation omitted the lump sum amount. Now, I must pay the overpaid EITC credit, accumulated interest, and penalties from 2022.
  
  Attached emails show that I specifically asked the H&R Block advisor if an Indiana Tax return needed to be filed. Her written response in the emails stated that an Indiana State amendment did not need to be filed. On August 12, 2025, I contacted the local H&R Block office. One of the advisors had the audacity to ask me if I had purposely told the 2022 advisor not to file an Indiana Amendment. H&R Block failed a loyal customer and does not care about making things right. We should not have been responsible for the 2022 mistake, and should not have to pay the INDOR charges of the July 28, 2025 notice when we were told an Indiana State Amendment did not need to be filed.

  Business Response

  Date: 08/14/2025

  Dear Better Business Bureau, 

  After speaking with our Claims Department regarding the case. I understand this situation may be frustrating, and I want to make sure everything is as clear as possible.
  Here’s a summary of the current status:

  After review, the denial decision remains in place.
  The interest continues to accumulate because the client's account is on a payment plan.
  Please note that being on a payment plan does not stop interest from accruing.
  This is a function of the taxing authority and is not related to any action or error by H&R Block.
  We understand the client has indicated not to have an amended return completed. I will make sure the office is informed of this decision. If the client received a notice stating there is an error with her return that creates penalty and interest, she will need to contact the tax office to review notice and submit a claim for review.

  We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.  
  
  

  Customer Answer

  Date: 08/15/2025

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

  Although I have explained the facts four times since the 12th of this month, I will explain them again: 
  
  ***** ******* filed our 2021 TYR. We extensively discussed and provided the information and documents for my SSA lump sum payment. *******, however, did not include them in our federal tax return. Therefore ***** filed a federal amendment. I asked ***** at that time, if we needed to file an Indiana State Amendment. She said it was not necessary. However, I received a notice from the Indiana Department of Revenue, dated July 28th, 2025, stating my husband and I owe back taxes, interest, and penalties because we did not file an Indiana State Amendment for the lump sum payment reported on the federal income tax amendment. 

  We cannot fairly be responsible for the 2022 Indiana state tax errors, especially since we have in writing that *****, an employee of H&R Block, told us an Indiana State Amendment for the 2021 TYR was not necessary. 

  We do not need H&R Block to file an Indiana State Amendment because the Indiana Department of Revenue has already corrected the error made by H&R Block.
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/25/2025

  Dear Better Business Bureau, 
  

  Regarding the client's complaint, the tax professional has contacted the State of Indiana on the client’s behalf and is currently awaiting a response. Additionally, a copy of the correspondence sent to the State of Indiana has been emailed to the client for their records.
  
  We assure you that we take the concerns of our clients seriously and make every effort to resolve matters thoroughly and fairly.  

  Customer Answer

  Date: 08/25/2025

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

  More information needs to be provided from the State. ***** ****** with H&R Block has been helpful and has emailed
  me her correspondence with the State. However, I want to reject the business
  response until the Indiana Department of Revenue responds, and I can see how
  H&R Block will handle the error.

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

• Initial Complaint

  Date:08/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 4/15/25 we filed our taxes online through the online system. I entered payment with my credit card .
  The system took our money but then told us our taxes could not be filed electronically. I paid for this, and if i would have known this would
  have happened i would not have filed this way. The system automatically made us file an extension and i was charged. after this
  horrendous deal. I want a refund based on this issue ($154.00) The online system is very fickle and kept trying to upsell
  us and was very misleading on what we were buying and suggestive on what we needed to purchase. It almost was
  presented that we needed to upgrade in order for our taxes to be filed electronically.
  
  A few months later i called to schedule a one on one appt at a local office with a live person to get this sorted out. Appt was scheduled and confirmed for
  august 7th at 6pm. No tax expert showed up, even though i was confirmed and received a text. We drove 30 minutes and waited for a phone call of some sort to let us know of a cancel or reschedule
  or reschedule. Nothing has happened since then. I had to call and inititiate another call to find out what is going on. The
  number that i usually does not have a rep availalble and you need to leave your name and number .. no one ever calls back. i did reach
  a representative who said that a manager will call back. We will see.

  Customer Answer

  Date: 08/13/2025

  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

  Date: 08/15/2025

  Dear Better Business Bureau,

  We sincerely apologize for any inconvenience the client may have experienced. After a thorough review of the situation, we found that the client used the DIY product as intended. The charge applied was for the preparation of both the federal and state returns, not for e-filing services. It’s important to note that e-filing is not guaranteed with the DIY product, as certain conditions may require returns to be printed and mailed. In this case, we confirmed that the client printed her state return for mailing, which indicates completion of that portion of the service. As a result, we were unable to refund the state portion. However, we did issue a full refund for the federal portion of the return.

  Sincerely,

  H&R Block

• Initial Complaint

  Date:08/12/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I was trying to call and see if I can get a ******* card but when I was trying to call costumer service the agent was rude and didn’t answer my question because I saw my mom got one I have a h and r block card and I wanted to see can I get a ******* card and I’m hoping that the bbb can send me a free ******* card for free

  Business Response

  Date: 08/12/2025

  Dear Better Business Bureau,

  In response to the client's complaint, we sincerely apologize for any inconveniences. We’ve contacted the client and informed her that she may visit her local participating office to apply for an ******* Card at no cost. Once the application is completed and submitted, the card will be mailed to her and should arrive within 10 business days. Please be assured that we take our clients' concerns seriously and are committed to resolving matters thoroughly and fairly.

  Sincerely,

  H&R Block
  
  

  Customer Answer

  Date: 08/13/2025

  
  
  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 she was so nice! And helpful! 
  
  
  
  Sincerely,
  
  
  
  ****** ***** ******

• Initial Complaint

  Date:08/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/11/2025, I met ******* ****** at the H & R Block office located at *** **** ******* Caldwell, Ohio, where she helped me file my 2024 Federal and State Income Tax returns. She was helped by ***** ******. Earlier on the phone ***** had told me that my fee would be 200 something dollars. I don't remember the exact amount. I was charged $380.00. ******* had to ask ***** several questions. She didn't know that income tax was based on a graduated system. I didn't feel that she was well qualified. I paid the $380 fee. In early May 2025, I received a letter dated May 5 from the Federal IRS stating that my tax penalty was miscalculated by $1045.00. The next day I received a check from the IRS for $1045. I called the H & R Block office number for the Caldwell office and spoke to *****. On May 16 I sent her copies of the IRS letter and check. She said I would probably be approved for a refund. On June 17, I got a text from her stating that my claim had been approved for the $380 to come through direct deposit or a check in the mail. On July 17 I still had not received the refund and texted that information to *****. Since she was going to be out of the office for 8 weeks, she gave my information to ***** ******* who is the manager of the ********* Ohio, H & R Block. I started talking to ***** on the phone and through texts on July 17. I went to her office in Marietta on July 25 approximately 35 miles from my house for an appointment with her. I was told I would get the refund in minutes, in 24 hours, and by Monday, July 28th. I have not gotten the refund. I told ***** and she said that she would talk to her higher-ups. She returned a call to me on August 1 and again said that she would talk to her higher-ups. I have not heard from ***** since August 1. Both ***** and ***** said that I would be getting a refund of $380 from H & R Block. I got an email from H & R Block stating, ***** ****** you have a payment waiting." I have received no refund.

  Business Response

  Date: 08/21/2025

  Dear Better Business Bureau,

  In response to the client's complaint, we apologize for any inconveniences. After a thorough review of the situation, we found that the client’s initial attempt to use the electronic disbursement link was unsuccessful. As a result, a new link has been issued. We have advised the client not to click on the new link. If no selection is made within 15 days, a check will be automatically mailed to the address we have on file. Please note that once the check is sent, it may take 7 to 10 business days to arrive. We have communicated this information directly to the client to ensure she is fully informed.

   

  Sincerely,

  **** 

  H&R Block

  Customer Answer

  Date: 08/29/2025

  I am following the instructions from H & R Block to receive the refund.  The 15 days was up August 25, 2025.  Now I am waiting the 5 to 7 business days to receive the refund check for $380.00 in the USPS mail.  That would be, at the latest September 4th.