H&R Block / HRB Digital review: Peace of mind claim 1

I've been getting my taxes filed with H&R Block at Vanowen St, for many years, I was a solid, regular customer. I recently got audited for the first time. Even though I have paid for the 'Peace of mind ' plan coverage where it says "When you purchase H&R Block's peace of mind Extended service plan, You 'll receive protection for the life of your tax return this means that if you get a letter from the IRS send it to us to handle so you don't have to". This couldn't be shockingly further from the truth! I informed the office including the person who has been filing my taxes at H&R Block right after I learned about the audit. I sent them all the IRS transcripts and documents etc. They did absolutely nothing. The accountant literally told me to solve the issue on my own. I was lost and terrified as the error was huge and as it was my first time being audited I needed some guidance. H&R Block completely shut me out. I made several phone calls to the IRS and I sent them documents that helped the case but did not solve the issues completely. The new amended amount was significantly less. I notified H&R Block, and again I was tossed around from one person to another, told to hear from the district manager, office manager, etc no one contacted me. A few days before the tax payment due date the store manager told me to make the payment to the IRS and H&R Block would write me a check. I went ahead and made the payment but I have never received the check from H&R Block. I left tons of messages to the store manager but she never returned my calls. I'm in disbelief at how this kind of piratic can exist. They charge you for a service but when the service is needed they are not available. How on earth is this legal? Most of all I was a customer for decades and the way I was treated was, to say the least, extremely unfair.