H&R Block / HRB Digital

Please see email to the manager Polly at this location, received undeliverable email address response when trying to send and to us we need this taken care of in a timely manner, as well as our return being amended by someone who is knowledgeable in tax preparation on Monday or Tuesday 2/4 or 2/5/19.

Hi Polly, I visited yesterday 2/1/2019 regarding my concerns and service on 1/31/19 with your representative, Augustina, being unqualified in the tax preparation area and not processing our loan after multiple times of telling her that is the reason we were filing with H&R block and not turbo tax, my request was totally disregarded and she pretty much could have cared less that there was nothing she could do after she "forgot" to submit our loan request. I came to speak with you regarding this. I haven't heard back about the resolution and the refund of our fees due to the almost 3 hour time of working with this employee and not being assisted in a timely manner or correctly. I did forget to mention when you had Nancy review our return there were 3 minor errors she corrected, I want make sure that was completed and saved with a copy of what she updated, I forgot to get yesterday due to still being so shaken up. I just want to ensure there will be a resolution due to our experience before we reach out to anyone else. Please let us know if our refund of fees for a service that gave us absolutely no peace of mind and really made us feel unsecure filing our taxes with H&R block. Again, my name, social security number and date of birth she had me write on a piece of paper she said she shredded was just sitting out on the desk, she made multiple errors, she input my husbands social incorrectly around 6 times and needed a lot of assistance during our entire visit. We do not feel were in good hands of someone knowledgeble with this process and the more we think about it the entire situation was unacceptable. You did mention we could alwsays ask to have someone else help us, but I don't feel like I should have to considering we are going to a place that should have knowledgble and diligent employees no matter who assists us, we really shouldn't have to worry about switching to someone else. This is a reputable company that is working with the IRS and filing something so sensitive for it's customers, therefore, each employee should be fully trained in this area, providing customers with peace of mind, and in our situation that was not the case. I would like to know if there is someone else in Corporate I can write to as well, as we still do not feel this was handled approprately. I will do my best to go up the chain of command, but we also do expect prompt communication due to all of this, and so far, that has failed as well.

Thank you,
Cassandra and Don Laws
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