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GetHuman2001927's customer service issue with H&R Block from January 2019

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The issue in GetHuman2001927's own words
Use the money I was approved for past due bills ... I had visited a local H&R Block office at the beginning of January as a friend of mine had told me about the refund advance program* and decided to go together. The tax professional that processed my advance and return was a very nice lady. I was approved for $*** for the advance* however my friend noticed something about a paydown on one of the screens at the end of the session. She and the employee both thought that it was how the system setup the repayment for the advance assuming that the refund would be received within the ** days the IRS usually processes refunds by. It even shows on the paperwork that was printed for me that my tax return refund minus the advance and fees would be about $*** less. I was given the Emerald Card and was told that the advance and refund would be deposited to it. After I had left the office, I visited an ATM and had pulled $*** to pay a bill. I did not use it any more that day. The next day in the evening, I had done some shopping at Walmart and was in checkout. Attempted to use my emerald card and it declined. I tried again as I thought maybe I had selected the wrong payment option and declined again. I had asked my friend if I was doing something wrong and so she tried running it herself and it declined once again. She said that there is something wrong and to call the number and find out what is going on. I did so and to find out that a payment was made for $***. I speak with an agent in which he advises me that it was a payment that I had made either online or over the phone towards an Emerald line of credit. I said, I just got this yesterday, why would I use most of it towards its own payment when I obviously did this to assist during a financial hardship. He did research and at which point it tells me that the money could be put back on but would need to be transferred to someone who has access to do so. I unfortunately get disconnected due to loss of reception as I am travelling back home at this point. I didn't call back as it was getting late and didn't want to start everything over at that time. I called back late morning the next day and spoke to someone. They give me the same information but advise me that I would have to wait * business days before the system would allow them to withdraw from my account. He specifically tells me to call back on Tuesday and they would*could help me. I call Tuesday afternoon and speak to a rep-they advise me that they can not put the funds back on my card since the payment made was towards an OLD line of credit account. I told her that I've never had an OLD line of credit as this year was the first year I had ever done this with H&R block. She ignores me and says that she will get a manager to better explain it to me. A gentlemen by the name of Alex comes on the line and says the exact same thing as the rep does. I was asking questions trying to understand how, why, where, when all this had happened. I was not belligerent at all, and was just gonna ask another question when the manager interrupts me and tells me to have a good day and hangs up on me! I call back - another rep tells me same thing. When I ask them how do I get this fixed as it was not me she tells me that I need to go to my local H&R office and fill out a fraud form and they will send it to the fraud dept. I call the local office to inquire about this form and they know nothing about it. I also learn during that phone call that my tax return has NOT gone thru to the IRS and is basically sitting stalled in the system. I have YET to get started on this fraud form, I have been checking the IRS website for my return and it has not been received yet and I am out $*** for a payment on a line of credit I have no idea about. So, at this point please delete my tax return from your system since it has not been e-filed, cancel the Emerald card that was issued to me and destroy any personal information you have of mine. I will not be returning to H&R block and will continue my usual way of filing my taxes. The only thing positive I have at this point is that there were a couple nice people that I spoke with, but the system and processes are severely lacking! *Regards, *Cheryl Gorden
Was told different answers and I still don't have a resolution to anything!
I want my return to be cancelled from their system as I have done them myself.
I expected service and product to be as exploited in their commercials
Called and spoke to several customer service reps, the local office and no real answers or solutions.
I have an issue with H&R Block too
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H&R Block

Refund Advance and E-file
Customer service issue
Reported by GetHuman2001927
Jan 20th, 2019 - 9 mons ago
I have an issue with H&R Block too
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Seen by 13 customers so far
Similar issue to 3398 others
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Timeline
GetHuman2001927 started working on this issue
Jan 20th 6:07pm
GetHuman2001927 indicated the issue is not fixed yet.
Jan 20th 6:17pm