Business Profile

Tax Return Preparation

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

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
This business profile reflects national complaint activity. All complaints concerning H&R Block, Inc. and H&R Block Mortgage is sent to the Kansas City Better Business Bureau for processing.

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

Customer Complaints Summary

1,186 total complaints in the last 3 years.
384 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/26/2025
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 received a letter from the IRS and CA tax board stating they never received my taxes for last year . H&R Block had filed electronically but neither tax collectors received my taxes. Seems easy to fix but they have refused. That’s problem one.

Secondly, they did not collect all of the tax forms needed. I had googled this year to see what things could be deducted. I found out that they needed a summary as well as the forms they asked for. This summary actually shows additional expenses that were added to my income. To the tune of 30K in one year alone.

I paid $550-600 an hour for the most unprofessional tax accountants.

I contacted H&R Block and was assured this would be corrected. Unfortunately, they put me back with the branch of incompetence .

After stating they wold fix it and needed a few more days… I never heard from them again. I gave them another 2 weeks to work on them and now it’s been a month.

They will not respond to my emails.

They basically filed my taxes incorrectly for two years. The agencies never got last years taxes.

Now I have to tangle with the IRS without the agents (had H&R Block been competent I wouldn’t be here)

H&R Block needs to correct 2 years of taxes they filed incorrectly.

They should also refund the thousand + they charged for masquerading as tax professionals. They failed on several levels.

I figured out that they failed to prepare them correctly by googling for deductions in my field. Found out there were extra forms of income were added and what they also needed which were deductible. Tens of thousands of deductions they failed to add.
Customer Answer
Date: 06/27/2025
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: J******* ******
Business Response
Date: 07/02/2025
Dear Better Business Bureau,
Thank you for bringing the client’s concerns to our attention. In coordination with our internal teams, we are actively working with the client to address the matter. We will provide an update once a resolution is reached.
Thank you.
Business Response
Date: 07/11/2025
Dear Better Business Bureau,
Thank you for bringing the client’s concerns to our attention.

In coordination with our internal teams, we connected the client with a local office, where they contacted the client directly to obtain additional documentation needed to file an amended return. These services will be provided at no additional cost.

We sincerely apologize for any inconvenience this matter may have caused. The situation has been thoroughly reviewed to ensure an appropriate resolution was reached.

We take all client concerns seriously and, based on the actions taken, we consider this matter resolved. We respectfully request that the case be closed at this time.
Initial Complaint
Date:06/25/2025
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 Disputes because my card was lost/stolen but no provisional credit was given to me. Here are the disputed transactions

H&R Block
for $40.00
Unauthorized

************* Live
Ca
for $3.20
Unauthorized

Lime
for $5.95
Unauthorized

The ******* Outlet
for $10.33
Unauthorized

Bird
for $15.00
Unauthorized

Walmart
for $13.00
Unauthorized

Cash App *Shein
for $3.00
Unauthorized

Lime*Payoff Rtwr
for $4.01
Unauthorized

Tom Thumb
for $8.53
Unauthorized

H&R Block
for $3.15
Unauthorized

Says ******** Pizza - Dallas Texas
For $3.14

These all need to be given back to me in provisional credit
Business Response
Date: 06/27/2025
Dear Better Business Bureau,
We sincerely apologize for any inconvenience caused in response to the client's complaint. After conducting a thorough second review of the disputed transactions, we have determined that the claim remains denied. Additionally, due to the unusually high volume of claims, the client's account has been closed in accordance with our internal policies.
We communicated these results to the client on June 24, 2025, and have reiterated them today, June 27, 2025. As a result, we consider the matter closed. Please be assured that we take our clients' concerns very seriously and strive to resolve all matters thoroughly and fairly.
Customer Answer
Date: 07/02/2025
Complaint: ********

I am rejecting this response because:
I disputed some transactions on my old card ending in **** but they refused to give me that money back because they didn't believe my card was stolen/lost. So they closed that account and reissued me another card ending in ****. When I got the card I activated it and used it until June 27th when they closed it without my knowledge but now they won't say why they closed it plus I have 403 in the savings account which was for bills and rent. I was just evicted. I have nowhere to live or go. They refuse to give me that money back. I called the number on the back of the card but they are from another country and they refuse to cooperate. ****** Money Card **************** Expiration Date **/** Social Security Number ********* Phone Number ********** Cvv Code for the card *** Birthday January **, **** I want my money back The number on the back of the card is **********

Sincerely,

******* *******
Business Response
Date: 07/07/2025
Dear Better Business Bureau,
H&R Block has reviewed Mr. *******’s rebuttal to our prior response. Following further coordination with our internal teams, we confirmed that the claim will remain denied. The client was notified directly.

Regarding the remaining balance, a check has been expedited to the confirmed address on file, and the ***** tracking number was provided. Mr. ******* has the team’s contact information should he have any further concerns.

We take all client concerns seriously and, based on the actions taken, consider this matter resolved. We respectfully request that this case be closed.
Best Regards,
Initial Complaint
Date:06/24/2025
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.
Had my taxes prepared at H&R Block they made a mistake on the taxes. I had peace of mind insurance. They fought with the irs for a few months. The irs came back and said that they made the mistake. It was definitely their error and I had penalties and interest when i contacted the corporate office about the peace of mind. They took my number, and then the office manager called me took all my information, said she's filing the claim.But it takes 6 to 8 months so I gave her that time, didn't call once checked after the time had passed, and she acted like she didn't know what I was talking about. And did not file the claim and got nasty and argumentative with me. When she did not do her job and file the claim. So I contacted corporate office and filed a complaint. Against her And H&R block for not paying my penalties of interest, which they should have so they say, after 2 hours of taking my information corporate, that is that they are going to expedite it and get right back with me. Well, needles to say they never called, and when I called corporate today they said they had closed the case. Because they called, and I did not answer no other type of communication just closed it they had my email & address So no real excuse So I'm out over a $1000 because they refused to do their job and honor their peace of mind contract that I paid for they made the mistake. I occurred penalties and interest. They owe me for that And all they do is keep giving me the runaround and refuse to pay what they owe to me. It's ridiculous that I have to go to this extreme to try to get any kind of response And to get it taken care of I shouldn't have to keep wasting hours on this When they should have just taken care of it from the beginning. My suggestion is no one ever use H&R block find a better preparer. when they make a mistake, they will not stand By it They'll do everything they can to not pay it. Go to someone that will actually stand up and step up when they make a mistake
Business Response
Date: 06/27/2025
Dear Better Business Bureau,
In response to the client's complaint we apologize for any inconveniences caused. After conducting a thorough investigation, we have determined that the issue is not a result of our error and is not covered under our Peace of Mind insurance or standard guarantee. As such, we are unable to reimburse your fees and must consider this matter closed. Please be assured that we take our clients' concerns very seriously and strive to resolve all matters thoroughly and fairly.
Sincerely,
H&R Block
Customer Answer
Date: 06/27/2025
Complaint: ********

I am rejecting this response because:

******* ******* because when I spoke to the I, R, s, they said that the lump sum disbursement calculation was done improperly, and that was the problem and why there was additional taxes owed. Now they're trying to assert that just because the IRS says that they made a mistake and that what they did was not allowed. Therefore, costing me more in taxes. That they are not at fault, because the irs can do whatever they want. I pay a tax preparer, because I don't know all the codes of the laws and the integrals in and outs of I'm preparing the taxes. They, on the other hand get paid to prepare people's taxes properly without fear of being audited or having mistakes. They advertise that if they make a mistake, they will stand by it and make it right now, all they're telling me is, Hey, just because the Rs says that it's not allowed doesn't mean we were wrong. If I paid for a service And what that service ISIS to prepare my taxes properly or I don't receive penalties and interest in it. Have to go through all this back-and-forth, and they do not provide that. Then the mistake is theirs. I do not feel that they should be able just to cancel it because they assert that Just because the irs says that the calculations were not correct, and not allowed, and it costs me money that they're not responsible, because the irs can do whatever they want. That is not a problem It's not a proper response in any manner I asked the BBB to leave this complaint up for everyone to see and not close it. Because I feel like They are not negotiating on good faith. They told if I had a problem to contact the irs, I already have believed me many times they told me why the lump sum wasn't allowed and it was a calculation that they performed and it was not allowed So that is on them.They definitely made the mistake and they owe me the penalties of interest thank you for your consideration in this matter. I don't believe they're reputable, and are doing everything possible just to hang on to money. That is owe to me. The office manager at the other store straight face lied to me. Repeatedly, they even saw it in the computer at the corporate office that She had lied to me, and they still continue with this.

Business Response
Date: 07/01/2025
Dear Better Business Bureau,
H&R Block has reviewed Mr. ******'s rebuttal to our prior response.
In response to Mr. ******'s rebuttal, our review determines the rebuttal raises no new issues with H&R Block products and services.
While we regret the client appears dissatisfied, we stand by our original response dated 06/27/2025 and we refer your office back to that response. We take all client concerns seriously and, based on the actions taken, consider this matter resolved. We respectfully request that this case now be closed.
Best regards,
Customer Answer
Date: 07/01/2025
Complaint: ********

I am rejecting this response because: the excuse they're giving is that the r s can make up any rule that they want and that they made no mistake, but the IRS in turn says that the lump sum calculation they did it was not allowed was done improperly, was not correct. and all the representative from hnr bloc has to say, is well. The Rs can make their own rules, and just because they say it's wrong, doesn't mean that we made a mistake. That is not an appropriate answer. They're supposed to know all the codes and the INS and outs of tax law and not make mistakes. But their response is that the irs Can do whatever they want again, totally unacceptable answer, if the Rs says it's not allowed then it's a mistake on their part, regardless of how they see it, they say they guarantee that they'll get your taxes right Or they'll make it right well The taxes were not done properly according to the I R S and I sustain monetary damage because of it. And they should stand behind they're guaranteed, not lie, and say that We didn't make a mistake when the irs clearly says they did and did not allow there calculations so how's that not a mistake i plead with you to leave this up for public knowledge. So everyone else can see what they're are doing. And what they will do and how hard they'll fight to keep their client's money

Sincerely,

******* ******
Initial Complaint
Date:06/23/2025
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.
On March 7th, 2025 I worked with ******* ***** ** *** ****** Rd. Ste 106 Eugene, OR 97401 to file my married joint taxes. I paid a total of $265.00 for Federal and State tax filing as well as the H & R Block "Peace of Mind" package. I've since had to pay $604 to the IRS and was told I would receive a refund of $302 from Oregon State. Oregon Dept. of Revenue then reached out with an audit to make sure I was who I am. I reached out to ******* per the "Peace of Mind" package and she informed me it was normal and if I sent the proper signed documents to her she would submit them. This is still being processed. Oregon Dept. of Revenue has now reached out to me stating I owe $326. I reached out the ******* multiple times and received no response. I then was put in contact with a "Senior Tax Analyst" at **** ** ****** ****** Blvd #***, Roseburg, OR 97471. Their name is ***** ****. She informed me that "After careful review of your 2024 filing it looks like you chose not to purchase our additional service Peace of Mind. Without this service our fee to assist you with this letter is $99." As previously stated, I had purchased it. She sent me a receipt, except it was for client **** ******** for the total of $600.00. This is a Breach of Confidentiality. ***** then proceeded to tell me quote, "Apologies, that was not I sent." She then sent me the invoice for my services with ******* which did not include anything extra besides the State and Federal taxes filed. I do not believe my taxes were done correctly by ******* and I am unable to get a hold of her after multiple emails. I believe ***** has undisclosed sensitive information to me resulting in a Breach of Confidentiality. Ive now paid $265.00 to H&R Block, $604 to the IRS, and $326 to Oregon's Dept. of Revenue. A grand total of $1,195.00.
Business Response
Date: 07/09/2025
Dear Better Business Bureau,

Regarding Mr. ********'s recent complaint, our office leadership has made attempts to contact the client to address the matter. In order to proceed, we require the client to sign the authorization form that was sent to their online account. This form is necessary for us to communicate with the Oregon department on their behalf.

Additionally, we kindly request that the client return our call at their earliest convenience so we can move forward with a thorough resolution of the issue.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: 07/09/2025
Complaint: ********

I am rejecting this response because:

I have reached out after getting a call from ****** and received nothing in return. I also reached out to **** after she messaged and there was "nothing she needed at this time". I also do not have any new documents to sign in my H&R Block portal. See photos of emails requesting them to email me as well as screenshots of my H&R block messages and documents page with no new intel.

Sincerely,

***** ********
Business Response
Date: 07/10/2025
Dear Better Business Bureau,

Our office leadership has made another attempt to contact the client and has left a voicemail. We kindly request that the client return the call at ###-###-#### to discuss the matter further.

An email with the authorization form has been sent to the client.

Thank you.
Business Response
Date: 07/18/2025
Dear Better Business Bureau,
We have received the necessary documents, and the office will be submitting the information to the Oregon Department of Revenue. The client has been advised to allow approximately 3–4 weeks to receive a response regarding the status of his refund.

Thakn you,
Customer Answer
Date: 07/21/2025

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:06/23/2025
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.
HR Block location ***** on Custer Road in Plano, TX (location ***** on printed receipt). Original transaction date 3/14/2025. Paid $620 for tax return preparation and filing. On 5/6/2025 I messaged my preparer that I suspected it was inaccurate. A manager replied on 5/13 that my original preparer was unavailable and I was being assigned someone else. I was apparently transferred at least once more to a third person who reviewed and prepared the amended return which was completed 5/29/2025. The HRB system was trying to charge me $200 more to access, review, and approve the amended return which is unfair because they (the professionals) prepared the first return inaccurately and I did not change any of my information supplied since first providing it to HRB. From 5/30/2025 to 6/13/2025 I exchanged messages with the new preparer and her manager. It was explained first that the fees were being waived because the return was filed incorrectly originally, but the system would not let me proceed without paying the additional money. Then the preparer's and manager's stories changed a few times to say I was being charged because (1) I did not use my original preparer (which I clearly tried to do), (2) she had to do a lot of research on her own, (3) my information was unclear, yet the original preparer did not ask any qualifying questions, (4) I "did not mention the business was longer active" (I am unsure what that means because they won't reply to me any longer), and (5) I should wait for my original preparer to fix the return if I don't want to pay - which I clearly tried to do and assigning me to someone else was their decision; I never sought anyone else's help with the review. The manager will no longer reply to me and I do not have any confidence in the amended return being done correctly, either, based on the cryptic las message. I have had to engage another firm to review the previous filing and correctly prepare an amended return, at significant expense.
Business Response
Date: 06/26/2025
Dear Better Business Bureau,
Thank you for bringing the client’s concerns to our attention.

We have coordinated with the local office to issue a full refund for the client’s fees. We sincerely apologize for any inconvenience this situation may have caused and have conducted a thorough review of the case to ensure an appropriate resolution was provided.

The client has been informed of the outcome and advised to allow 7 to 10 business days for the refund check to arrive via standard mail.

We take all client concerns seriously and, based on the actions taken, we consider this matter resolved.

Best regards,
Customer Answer
Date: 07/03/2025
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:06/20/2025
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 paid H&R Block in Holladay, Utah $600 to file my taxes for 2024. The person who did my taxes did not seem competent and sure enough I got a letter from the IRS stating I had underpaid by almost $2000. When I contacted H&R Block to ask about this I was told to send them a copy of the IRS letter. I did this weeks ago and have not heard back from them. I have emailed multiple times with no response. I now have penalties I have to pay because of incorrect filing and them refusing to contact me back.
Customer Answer
Date: 06/27/2025
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: 07/07/2025
Dear Better Business Bureau,
Thank you for bringing the client’s concerns to our attention. In coordination with our internal teams, we are actively working with the client to address the matter.We will provide an update once a resolution is reached.
Thank you.
Business Response
Date: 07/08/2025
Dear Better Business Bureau,
In response to this complaint, we conducted a thorough review and worked with our internal teams to help the client understand and address the IRS correspondence. We have communicated the outcome directly with the client.
We take all client concerns seriously and, based on the actions taken, consider this matter resolved. We respectfully request that the case be closed.
Initial Complaint
Date:06/17/2025
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.
In 2024 I attempted to file an extension with H and R Block. They have a policy that you have to pay for the service before it is received. I paid for the service, but then Judy told me they couldn't see my documents online and had no way of filing a trouble ticket online because they have no technical support, and it would take a week or two for them to submit a trouble ticket through corporate. I asked for a refund because it would have been past the time to file an extension they said they couldn't issue a refund that it would need to go through their manager, Michael Ferguson and they gave me his email -- and said he would call me and they would mail me a check, and it would take about 30 days. I never received a check tried calling over and over again different offices numbers were disconnected I guess because they are seasonal workers, Come this year I reached out again, was finally able to get someone, was told again, that someone was going to mail me a check, and talk to a different manager who said she was so so sorry and that it was gonna get taken care of, then also told me to file a complaint, I waited a couple weeks, then I called corporate and filed a complaint and they said the local office would reach out to me, they reached out to me to tell me they can't issue a refund because I didn't qualify for it, and then I explained that two other managers told me I would get a refund and they told me to call corporate again to file another complaint, I called corporate again to file a complaint about the complaint about the run around and they refused to take my complaint. I have the name of the other manger just not right this second if that is needed.
Customer Answer
Date: 07/18/2025
Please send me the release you are requesting and I will complete it thanks.
Business Response
Date: 07/28/2025
Dear Better Business Bureau,

Regarding the client’s complaint, a refund has been approved. The client should receive a link via text message and/or email within 24 to 48 hours to select 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.
Initial Complaint
Date:06/17/2025
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.
I used your tax service this year for the first time to file my taxes and have had nothing but issues since. First I had to send them in by mail when I initially filed and l have never had to do that until I switched to HR block. Then I received a 1099 after I filed and also needed to add deductions to my return, so I went to amend it using HR Block service. I got the entire way through amending my return to be denied the opportunity to pay with my tax return and wasn’t even given a real reason why! Again I’ve never in my life had such petty issues when it came to filing taxes. I do have a IP PIN and wasn’t even given the chance to enter it anywhere on the amended return to prove that it is in fact me amending my return. The reasoning for this complaint is to actually get someone to wave the fee I’m being told I have to pay once again to amend my taxes. I’m not even sure why you’re trying to charge me when I chose to do them myself without anyone’s help.
Customer Answer
Date: 07/10/2025
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: 07/11/2025
Dear Better Business Bureau,
In response to the client's complaint, we apologize for any inconvenience caused. After a thorough investigation, it appears that the client initially used the free version of our software. When the client proceeded to amend their return, they were required to upgrade to the Deluxe Version, which involves a fee. This upgrade is necessary to access the additional features needed for amending a return due to the type of amendment required (forms, etc.), and therefore, the associated fee is valid.
Regarding the client's method of filing, e-filing is included at no additional charge but is not guaranteed in all cases. We only charge for the use of the software itself. We did not find any indication of why the client was required to print and mail the return, nor did we see any support cases where the client contacted us for assistance with that issue. Therefore, we are unable to answer her question regarding why she had to mail her return since the client has already converted their return to the amended version, and we can no longer see what was happening with the original one. However, it is possible that it was due to a verification of the client's identity since it was their first time filing with H&R Block.
As for the refund transfer (paying our fees with the client's tax refund), it is important to note that this option is only available for original returns and not for amended returns. Refund transfers are not an option for amended filings, as the outcome of the original return can impact the disbursement of any funds related to the amended return.
Due to our investigation determining that the client's fee for their amendment is valid, 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:06/12/2025
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.
The IRS issued my 2024 refund in the amount of $3,093, which was sent to H&R Block via direct deposit or refund transfer. However, I never received the funds. The IRS confirmed the payment was sent and told me this is now a civil issue with H&R Block.

I have contacted H&R Block several times but have not received a proper explanation or the funds. I demand a full refund and proof of where my money went. This is causing financial hardship and appears to be a serious failure in handling client funds.
I am requesting an immediate resolution, including a full refund or clear documentation showing where the money went.
Business Response
Date: 06/20/2025
Dear Better Business Bureau,
In response to the client's complaint, we apologize for any inconvenience caused. As requested, her funds have been transferred to her external bank account. Please allow 3 to 5 business days for the funds to appear in her account. We assure you that we take our clients' concerns seriously and strive to resolve matters thoroughly and fairly.
Sincerely,
H&R Block
Customer Answer
Date: 07/03/2025
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:06/12/2025
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.
In early 2024 I had H&R block file 4 years of Income taxes. The years were for 2020-2024. On 1-25-24 I paid for the 2020 returns and two weeks later I paid for the other three years taxes. Both times I was asked if I wanted H&R block to mail them for me at no charge. I said OK to all. I was told at the time of mailing to not expect the 2020 checks (a total of $3500.00, 2400 for Federal and 1100 for state) for several months. I did not know at the time the 2020 returns had to be received by May of 2024 to be valid. Due to them stating not to expect the checks for many weeks or months I did not even check on them until early September of 2024. On the other years returns two were mailed in and one submitted online. Those checks were received in a timely manner. After checking with North Carolina my 2020 return was never received. I could not even check the Federal return as there were no provisions to search for 2020 returns by then. I talked with an employee at the Patton Avenue location, and he reprinted my state and federal returns for 2020 and mailed them again. North Carolina stated they did receive the second copy, but it was too late for them to process it. I contacted Robert Housley from H&R block to see what happened and what can be done about them either losing or not mailing my 2020 returns. Robert had me start an IDME with the IRS and they also stated they did not receive my 2020 returns. Robert then stated he would follow up on this issue but only ignored my emails about this. Now it looks like H&R block is not doing anything about this. What about 100 percent guarantee for customers?? I am a recently retired individual living only on Social Security now and can't afford a lawyer for this issue. H&R block should not have even offered to mail the returns if they cannot complete the action in a timely manner. It is not right that I lose $3500.00 and they get to forget the issue. Any help would be appreciated.
Business Response
Date: 06/18/2025
Dear Better Business Bureau,
In response to the client's complaint we sincerely apologize for any inconveniences caused. After a thorough review we have agreed to provide a full refund of the client's tax preparation fees for the tax year 2020. However, we cannot provide compensation for the client's lost refund, as it is the client's responsibility to mail their returns. 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: 06/19/2025
Complaint: ********

I am rejecting this response because: H&R Block's agent offered to mail three years tax returns for me, and I accepted. H&R Block stated that it is their policy to not offer to mail the returns for their customers, but they did offer, and I accepted. Two returns were received by mail, but the first one was not received. Since they did not mail or lost the 2020 returns, I do not see how I made that mistake. Even if it is their policy to not offer to mail the returns their agent still offered that service and failed to complete the mailing. Just because they now state that is their policy that does not mean that all of their employees follow that policy. So, I am left to understand that I can trust H&R Block to fill out the tax forms but not to trust them on anything else their employees say. If they are willing to refund the cost of the preparation of the 2020 taxes they are saying they are at fault for some of this issue but not all. I am still missing the money of the returns, so I am the one losing all around. Their 100% satisfaction guarantee is worthless.

Sincerely,

***** *******
Business Response
Date: 06/19/2025
Dear Better Business Bureau,
In response to the client's rebuttal, we have determined that it raises no new issues that were not previously addressed in our original response dated June 18, 2025. We respectfully refer your office back to that response.
Please be assured that we take our clients' concerns seriously and make every effort to resolve matters thoroughly and fairly.
Sincerely,
H&R Block

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H & R Block Inc., U.S. Headquarters is NOT a BBB Accredited Business.