ComplaintsforH & R Block Canada Inc. (CDN Headquarters)

• Initial Complaint

  31/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  H and R block did my taxes for the tax year of 2022 and 2023. The *** is requesting files from both of those years. I have left a message, talked to someone in the office, personally gone to the branch that did my taxes and I am unable to obtain those files. The calls aren't returned and the office is closed. This is not how a business should be run. I need my documents to resubmit urgently.

  Business response

  07/11/2024

  The business responded to this complaint but requested that their response not be published

  Customer response

  09/11/2024

   
  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

  27/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Due to H&R Blocks incompetence not only do I owe a substantial amount to CRA, but have lost my OAS. Heres how they victimized me:In mid 202* I moved into a rental property I own and made it my primary residence.I had H&R Block do my tax return in April 2024.The *** said I owed several thousand dollars but she said I dont have to pay until I sell what is now my primary residence when the capital gain is realised.She later emailed me:"Nice meeting you. Talked to my colleague about your case after you ******* it is "deemed deposition" the capital gain is not 'real', so please call to CRA to check with them if you should pay the capital gain or you can pay when you sell it.Sorry can't be much of help! Nobody picked up the phone.Good luck!"I called and spoke with a *** *** who said that my return would be automatically reassessed due the large amount of capital gains, but it would take several months before this would happen. I expressed my concern about accumulating interest and she said that it would be removed once they saw that I didnt realise the capital gain.After several months, I hadnt heard anything regarding a reassessment so I called CRA and spoke with a *** and she said that H&R Block has to Request a reassessment for 202* on my behalf.I called H&R Block and they gave me an appointment to see a different person who then requested a reassessment.Just over a month later I received a notice that my reassessment was complete. When I checked the amount owing was the same except there was now several months of interest added.I called CRA and was eventually passed to a Capital Gains Specialist who informed me that H&R Block should have used subsection ***** of the Income Tax Act. Had H&R Block known what I paid them for, I wouldnt be in this mess.

  Business response

  03/10/2024

   The business responded to this complaint but requested that their response not be published. 

  Customer response

  09/10/2024

  On 2024/***** a rep from H & R called and said she will go over my file next ******* (2024******). It’s now 2024/***** and nobody has contacted me from H&R. They’re definitely not stepping up. In fact, it’s the opposite
  

  Customer response

  09/10/2024

   
  Complaint: ********
  
  I am rejecting this response because:On 2024/***** a rep from H & R called and said she will go over my file next ******* (2024******). It’s now 2024****** and nobody has contacted me from H&R. They’re definitely not stepping up. In fact, it’s the opposite
  
  Sincerely,
  
  ***** *******

  Business response

  10/10/2024

   The business responded to this complaint but requested that their response not be published. 

• Initial Complaint

  23/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Myself and co parent both filed with the same hr block office as we have done many times in the past. We have * children each claiming * eligible dependant. An error was made on her return leaving me to pick up the pieces. Office was no additional help. Left to be at the mercy of * separate *** offices. Countless hours of waiting on hold with CRA. My entire life I have never owed an amount and always received a return. Not only have I not received a return or carbon tax but it now noting as owing with interest charges. This was not my mistake. Why is HR block not putting effort forward to rectify. They admitted to the mess created by a simple check box error on my ex wifes and I am at a loss at this point. I was under the impression that the business I trusted for accuracy over the years would step up and provide some client support for an errror they made! I am looking at purchasing a house but with a debt owing to *** Im not sure what the impact will be. I have never owed and the feeling of being delinquent on a debt I shouldnt have is disheartening.

  Business response

  03/10/2024

   The business responded to this complaint but requested that their response not be published. 

• Initial Complaint

  19/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I filed income taxes with HR Block Canada #***** tax year *0** on Mar. *0/**. I declared receiving the death benefit for my husband of $*******. My taxes were completed by DK #******. I received a refund of $****.05. In early *0*4, *** told me I had an overpayment of $****.05 plus interest due to incorrectly reporting on my *0** income tax. My daughter, her *********** called HR Block in ********** to discuss. We left a message for a manager to call back. On Feb. */** ****** the Manager got back to us. She said the employee who completed my *0** taxes made an error at time of electronically filing. She apologized and offered to do my *0** taxes for free if I filed before Apr. **/*4. My taxes had to be completed by ****** or ***** who had a code needed to input for this to happen. She advised that HR Block would reimburse the costs of any interest paid on the overpayment. She indicated a deadline of 1 year to bring the interest amount in to her, with a copy of the account status from CRA. I asked if she could put this in writing? She stated that it was not the policy of HR Block to do that. On Apr. ***** I had my *0** taxes done by HR Block **********, ***** completed them #******, my daughter confirmed they were done for free. She also confirmed the above process for HR Block to reimburse the interest paid on the overpayment with CRA, due to HR Block doing my *0** taxes incorrectly. On Sept. ***** my daughter and I called HR Block Brockville and spoke with ****** to confirm timelines for reimbursement of interest paid on the overpayment with CRA. ****** said we misunderstood as they either do the income taxes for free or reimburse interest on the overpayment! At no time did they indicate it was one or the other! I'm ** years old, I bought a wheelchair for myself with that *0** tax refund. This tax error caused me undue hardship! They need to do what they said they would, reimburse me for any interest paid on the overpayment!

  Business response

  26/09/2024

   The business responded to this complaint but requested that their response not be published. 

  Customer response

  26/09/2024

   
  Complaint: ********
  
  I am rejecting this response because:  No one has contacted me to discuss.
  
  Sincerely,
  
  H. **** *****

  Business response

  03/10/2024

   The business responded to this complaint but requested that their response not be published. 

  Customer response

  11/10/2024

  I spoke with the District Manager, ****** who indicated they issued a cheque for $****** for the interest paid to CRA.  I let her know that there is additional interest paid and being paid and that the overpayment will not be paid in full until February 202*.  Therefore, there will be additional interest payments that H & R Block will need to reimburse.  She stated that she understood and to provide the statement of accounts at that time so that the final amount to be reimbursed can be paid.  I asked what assurance there was regarding this since the original discussion was not honoured? She stated, because she was the District Manager.  Let's hope that is enough!  We don't consider this complaint finalized until the last payment for reimbursement of interest paid to CRA is made by H & R block. 

• Initial Complaint

  27/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took all documents required to H&R Block in ********** for them to file my 2023 income tax. My return was submitted by H&R block and they provided me with an envelope of random papers they claimed to be my return and documents . When I contacted them asking what these papers were as my banker told me it wasnt my return. H&R told me I needed to return them. I returned the envelope of random papers. Prior to receiving the right package, the office closed for the season. I have reached out to staff that worked there this year and past years with no response. There has been no response from H&R block in ********** or the corporate office in *******. *** contacted other H&R offices in ************ and they state they are unable to help me. The documents I require are critical to my ranching operation. I need them back ASAP. This has been ongoing since May. Revenue Canada does not have access to the documents that H&R block is holding.

  Business response

  29/08/2024

  The business responded to this complaint but requested that their response not be published

• Initial Complaint

  26/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my taxes to be filed at ***** Block with all requested receipts and **'s on 2024-*****. I picked up the tax return summary of $****** on 2024******. I subsequently received a Notice of Assessment of $****** and $****** owing to The Canada *************** I checked with ***** Block and the told me Canada Revenue had no record of of my ********** so that was the reason for the muddle. My client number with ***** Block is ************** My Name: ************************* Ph *****************-************************************************* ***** Block Ph *********** ************************************************************************************************************ Tax professionals name: Inese Grabante ********* I am getting no cooperation from the agency Sincerely, *************************

  Business response

  29/08/2024

  The business responded to this complaint but requested that their response not be published

  Customer response

  09/09/2024

   
  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

  15/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: April **, 2024 Amount paid to business: $*** CDN In April 2024, I used H&R Block to file two self-employed tax returns, one for myself and one for my husband. The H&R Block site strongly suggested that we should file jointly, so I did. While working on my tax return, I had some questions about it, so I decided to purchase the ************* service that was marketed through the software. Because the questions I had were only for my tax return (not my spouse's), I was surprised and frustrated to discover that I would have to purchase the ************* for both of us at a charge of $** each, as there was no option to only purchase one. Because I felt I needed the assistance, I went ahead with the purchase. However, the "Expert" I spoke with was unable to help me with any of my questions, and only gave very generalized answers (the same answers that were already available on the H&R software/website). Following this, I sent an email to H&R customer service on April **, expressing my concerns. I did not receive a response to my email, and tried again to contact them by phone on May 30, and was told my case would be reviewed but never heard back. Essentially, I don't believe I got the assistance H&R Block was advertising, I was taken advantage of being made to pay for two quantities of ************* due to filing jointly, and I would like a refund of $***.H&R Block committed to provide: "With Expert Help - Book a review, one of our tax experts will review your return with you over the phone, before you file. Not only will the tax expert review your return in detail and answer all your questions but theyll help you optimize your credits and deductions, so you get the most out of your return. Youll even get personalized tax-saving suggestions to use this year and in the future!" (from website: **********************************************************************************************************)

  Business response

  22/08/2024

  The business responded to this complaint but requested that their response not be published

  Business response

  22/08/2024

  The business responded to this complaint but requested that their response not be published

   

  Customer response

  22/08/2024

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

  Even if H&R Block claims to have provided adequate assistance (which I still disagree with), it is unreasonable that I was forced to purchase "Expert Assistance" for both mine and my husband's returns when I only required it for mine. Why was there no option to only purchase assistance for one return? Their website strongly suggested that ******* returns be done together, but this seems to be a ploy by H&R Block to double their money on add-ons. There should have been an option to only purchase the assistance for one return, or a disclaimer that filing jointly would double the costs of any additional support purchases. I still believe I am entitled to a refund of at least $** for the assistance on my husband's return that was not used because it was not required. 

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

• Initial Complaint

  25/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In May 2024, I gave HR Block(******* **, estate paperwork for my dad's estate, to have his taxes completed. They misplaced the paperwork so I had to get copies done a second time. Then the lady (*******?) called for appt.. I went to appt and started the process for estate taxes. I was told I had to do change address and send death certificate first. We spent three hours doing this process. Then I was informed that I should wait at least a month before doing the actual taxes. I made an appt for one month later. At that date, ******* did not show up for appt. I have called HR Block and dropped in to office to find out why no one is getting back to me. They informed me that the lady does not work there and they have no idea. I told them they have all my dads paperwork and I needed to get his final taxes completed. They took my info again. I still have not heard anything. I am frustrated and not sure what to do next, it is almost Aug now.

  Business response

  01/08/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  02/08/2024

   
  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

  25/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On the morning of July **, 2024, I was aggressively notified that H&R Block Mastercard had gone into my account, without my knowledge or consent and filed * transaction disputes against PayPal. In order for these 4 transactions to have gone through, I had to log into my PayPal and select the H&R Block credit card. I made two phone calls to H&R Block and in both it was claimed that they could not make the corrections, to remove the disputes I never requested. Even though I had given all my identity information, they claimed I needed a digital password. This is false. I had call customer service previously and was never asked for a code. I have never created such a code & said that several times. Furthermore, they did not have my permission to dispute & manipulate charges, but now needed a digital code to make the corrections. It doesn't make any sense, and is a clear ****************** I asked to close the account and they claimed they can't closed it because again, the digital code. So, essentially they've abused terms of service and are attempting to bullying me to remain under their service. I have emptied the card, but the disputes remain, therefore I am asking H&R Block to finish the job. Cancel the disputes I never asked for and close my account at once. The Supervisor i spoke to was ****** and the female worker who lied and did not want to transfer me to supervisor gave the false name of ******.

  Business response

  01/08/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The only reason why I am accepting this response is because a Supervisor reached out to me directly,  investigated the issue and has successfully closed my account. I somewhat find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  22/07/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ;My income tax information was submitted in March 2024 to file my us and canadian taxes.. I filed a compliant with H&R Block May **, 2024 case #*******. Numerous calls to H&R Block provided no resolution, each call I was told they would get back to me, have received no calls back. The first week in June ************************************************************************ was told my income take return had been completed and it would be provided June ** 2024, didn't happen.I vacationed in the states June ** to ****, H&R Block was called that I had additional info for my return. an employee pick up the information and was to get back to me with the completed returns the next day. Have received no communication from H&R Block since then. Filing date is way past the due date.

  Business response

  25/07/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  27/07/2024

   
  Complaint: ********
  
  I am rejecting this response because: Nothing has been done to resolve the complaint. there is a lack of communication from H&R Block..
  
  Sincerely,
  
  ***************************

  Business response

  01/08/2024

  The business responded to this complaint but requested that their response not be published.

  Customer response

  02/08/2024

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

*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. ↩