Everything started when I used the online tax estimator feature of their website. According to the estimator, I would be getting back $3,911. On January 19, I purchased the TaxCut Premium State for $24.95 at Wal-Mart. The next day, I installed the software and started to do my taxes. The TaxCut software calculated that I would be getting back $1,373. This was a far cry from the estimate I received on their website.
I went online to use their online chat for tech support. I spoke with an individual name Felicia U. I actually had two problems. One was the H&R Block software not detecting the EIC (Earned Income Credit) and the second being the DeductionPro software not even working.
First time I ran the DeductionPro software, it asked me to updated, so I updated. The program updated and then restarted. As soon as it restarted it gave an error of "Can't find main class DPro", I clicked OK then another box pops up saying "Can't find main method". At the top of the boxes was JVM. Since the errors dealt with a class, I was thinking this was JVM = Java Virtual Machine.in any case, that was the least of my worries.
Felicia stated that the matter would be esciated to a higher level tech support. I waited and on January 28 I emailed tech support with my case number (CHAT-6489571). I received a response that there was a delay and that someone would be getting in contact with me. On January 28 I received the following email:
"please call h & r block taxcut software support at1-866-672-8686 for help with your problem. Your case number is chat-6489571"
I would like to know why it took them a week just to send me an email to call them. Why not just contact me? They had all my contact information as the software was registered.
I called the software support phone number on January 28. I gave the individual the case number. He looked at up the information and brought me through a series of steps, however, was unable to duplicate the EIC outcome. He stated that I could talk to an H&R Block tax expert. I was outraged as the website stated one thing and the software was way off from the estimate. Now, after I have already paid for the software ($24.95 tax), I am expected to pay $19.95 to talk to an expert.
I explained to him that I was not going to pay any more money. I asked if I could speak to someone above him. At first it was told me that the only people I could talk to were tax experts or the technical support. This was getting to be ridiculous. I paid money for software and now I am basically being told, Oh well, there's nothing else we can do.
I insisted that I speak with someone above him. I inquired as to whether there were any managers, supervisors, and so forth. Finally, he agreed to get me connected with his supervisor. I waited about five minutes and had to leave to bring a friend to work (having been on the phone for well over 35 minutes). As soon as I returned, I called the tech support number again. This time I did catch the person's name I was speaking with. This time, a different person, was called Gavin.
I explained the situation to Gavin. From the very beginning he seemed to have an arrogant and cocky attitude. He brought me through basically the same steps as the online tech support as well as the phone tech support I had spoken with previously. After telling him that none of that worked, he responded in a rude tone of, Well what are you trying to do anyway?
Trying to keep my cool, I explained the situation to him again. Then, rudely, he huffed that they (H&R Block) did not offer support for the Tax Estimator feature. I was awestruck! I had clearly explained more than once that the problem was not with the Tax Estimator, but was with the TaxCut Premium not finding the EIC.
Devin then stated that the two programs are different. Then, in a sarcastic tone, he emphasized the word estimate when stating The Tax Estimator is an estimate. I did not appreciate being treated like a child or an invalid. I fully comprehend that an estimate is not an exact numerical value; however, a calculation being off by over $2,000 is more than an estimate.
Finally, I stated to Gavin that either the matter be brought to someone higher or I would be filing suit against H&R Block. He stated that he would escalate the matter to a higher-level tech support.
To this date, I have yet to receive a response from that higher-level tech support. Since I refuse to basically wait a month for tech support to respond, I went and got my taxes done at Jackson-Hewitt. Their tax return was a few dollars more than that of the TaxCut software. They stated that I do not get an EIC. What they said was confirmed by the IRS. A few days ago, I called the IRS and asked them about the EIC. They knew nothing about it.
It seems that H&R Block is running a scam here. They are using deceptive trade practices and false advertising to con people in to buying their software. It seems that the ploy is you use the online tax estimator and show you a large refund. Then, when you get the software, you find out that you don't get all of what they said.
I have written a letter to the CEO (Mr. Mark A. Ernst) explaining this matter. I have also request a refund of the software, compensation for the $200.00 I had to pay Jackon-Hewitt, as well as for my time that has been wasted. If I don't receive the money, then I will be filing a civil suit against H&R Block at the local courthouse for deceptive trade practices and false advertising.
In addition, I will be filing a complaint with the Better Business Bureau, Federal Trade Commission, and the IRS (if applicable).
My advise is to stay way from H&R Block. You can bet next year I will be doing my own taxes. I won't be paying $200.00 for simple taxes to be done.
Nicholas
Morgan City, Louisiana
U.S.A.
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