Absolutely terrible!
I paid for HR Bolock's 'Pro' service. Their online system stated that I needed a pro to review my documentation because of certain complexities with my taxes. Then the online system asked me to sign my return before either I or the pro could review anything. That's simply crazy and probably a form of malpractice.
So I asked for help, both online via chat and via their phone support service. After a few escalations, I finally got a chat agent to give me a case number with a promise that someone would get back to me within 5 days. No one got back to me.
I called the support number again a week later. I validated my identify through their IVR and reached an agent. I immediately gave the agent, Aaron, my open case number. He could not find it and simply asked me how he can help. I re-iterated that I have an open case that is overdue. The agent then asked me to verify my identity by providing the exact same information I gave the H&R Block IVR. Aaron acknowledged that the system does not provide any confirmation of my identity, despite the requirement that I confirm my identity before I was allowed to speak with him. He could not explain why I needed to do everything twice. He then left me on hold for quite some time and did finally find my case number.
Aaron, the agent, then got back on the line and told me I needed to sign the returns before they can be shared with a pro. I asked Aaron if it was H&R Block's policy to ask customers to sign documents they have not seen or know what they contain. He said that H&R Block support agents do not have the knowledge to answer that question. I asked Aaron to give me a way to contact someone who can answer the question and who might be able to allow me and the pro to review the draft returns without signing them. Aaron put me on an extended hold to connect me with someone else.
He sent me to H&R Block's Office Product Support Number. I noted that my concern was specific to the online product and its requirement that I sign an unseen return. Aaron said it was a 'tax' question and that tax questions should go to the Office Product Support team.
I called the Office Product Support line. The agent, Vanessa, listened to my concern about signing an unseen and unreviewed tax return and immediately sent me to the DIY department. I was given an automated response that I would get someone to pick up in about 10 minutes. I then waited about 5-6 minutes and received an update that someone will pick up in about 10 minutes.
Meralin from DYI support did pick up the line after about 17 minutes. She informed me that even though the webpage says (1) "It’s time to sign your return" and (2) the page explains that this is the only time I will be signing my return and will not need my e-signature number unless I need to amend something next year, that I am not actually signing my return. Meralin explained that I am only 'approving the return for pro review'. She then said I need to e-sign to get my return reviewed.
Since that was the opposite of what the webpage actually said, I explained that I would follow her instructions if they provided a writing confirmed that e-signing at this stage did not indicate my approval of the unseen return. She could not provide any confirmation that e-signing my return is anything other than truly signing a final return.
I then was transferred to Jacob, a supervisor. He terrible. He relayed that his experience with another company's tax service required an e-signature prior to professional review and filing. All that told me is that H&R Block supervisors prefer other tax preparation services. He then said I needed to e-sign the return now because the status map shows that the next step is pro review and I will not progress without e-signing. I asked for a written confirmation that my return will not be filed without pro review and my final review of the tax forms. He refused to provide that. I asked if he or anyone else in the call center has the ability to send emails to customers. Jacob said they did have that ability, but they would not send me anything to address my concern.
Jacob then suggested I go to a brick and mortar H&R Block store to address my concerns. I asked if he knew if the store could provide something in writing to confirm my e-signing at this stage does not mean I am approving my unseen return. He said he didn't know. In effect, he just wanted to shuffle me off to make this someone else's problem.
Jacob then returned to his explanation that e-signing my return was just a step to getting the return reviewed for accuracy and completeness. Said differently, the agent said "'trust me' just sign the return - it really doesn't count".
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H&R Block, Inc., or H&R Block, is an American tax preparation company operating in North America, Australia, and India.