HR Block Advance Line of Credit / denial reasons/poor management/poor customer service/lack of accountability
I went into HR Block on Monday, November 24, 2008 after work to apply for the Emerald Advance Line of Credit in which I receive a flyer in the mail for. I was told their systems were down and would not be back up until Saturday, November 29, 2008. I went back to the office on Stefko Blvd. on Saturday, November 29, 2008. When I got there is was full of people waiting to be seen, there was no sign in sheet so you had to keep track of who was there previous to you getting there so you knew when it was your turn. Once I got to see a representative (if that is what you want to call it) his name was Bruce he asked me for my license and paystub, I provided him with this information he took about 15 minutes and then told me I had been denied because I did not meet the Income eligibility requirements. I found this extremely hilarious since I make more than their highest limit per week, and according to Bruce I was to be expecting a 4500 dollar return on my taxes in the coming 2009 year. Bruce then looking boggled or confused by the rejection reason tells me that he is going to have the application reset since this could not be correct. Bruce contacted me after I had left the office asking me for my birthday and social security number as well to have the application reset and that it would be approximately 24 to 48 hours until the reset would take effect. I waited until Tuesday, December 2, 2008 to return this time to the Airport Rd. office (since this is where the district managers are located thinking I would get better service here) and signed in since they had a sign in sheet at the front counter, I waited 2 and 1/2 hours until it was my turn to be seen. When I was waiting you could hear the other reps helping other customers applying for this service, I happened to hear them asking questions that I was never asked on my original visit and denial at the Stefko Blvd. office. I proceeded explained to the young woman who was my representative this time of what had occurred the previous week at the Stefko Blvd. office at which time she tells me since I was denied there was nothing she could do or change, again telling her the the application was suppose to be reset she starts the process at which time I was asked to sign paperwork that I never was asked to sign the first time I went. The young woman then pulls up my social security number which still shows the denial reason of my income eligibility requirements, I was a little disappointed at this point due to waiting almost three hours to find out I waited for nothing she told me to call the District Manager (Sylvio) the next day since he was not available then. I did exactly as she suggested and called the following morning on Wednesday, December 3, 2008 of course he was unavailable and just stepped out of the office and they just opened, I left my name and number to have him return the call and of course verifying with the person that he would be calling me back the same day she stated he would be returning the call later that day. I am still waiting for the return call from him today, at that point I am getting frustrated. I decided to start back at the beginning and talk with Bruce to find out what is going on, I called the Stefko Blvd. office on Thursday, December 4, 2008 to speak with him I was told that he was not in until Saturday and the receptionist is the ONLY person that decided to help do what she could for me to help me resolve my issue. On Saturday, December 6, 2008 I went to the Stefko Blvd. office I was one of the first people there to be seen the receptionist (Cassandra) that was trying to help me had me go to an available rep who again pulled up my social security number to find the same response and nothing has been re-set. I then am very upset at this point and the two ladies the rep and receptionist are both now looking for numbers that I requested to have to lodge complaints (which by the way there are none). All the numbers that I was provided give you no option to speak to a real live person and when I was able to speak to a live rep they did not have the requirement information I have been trying to find. Cassandra at this point calls another person who in turn is another District Manager (Robin) who states that she is awaiting reset confirmations that were previously submitted to come back and that I will recieve a personal phone call from her once my reset has been completed and they can try to re-enter my information. I waited until Tuesday, December 9, 2008 to contact Cassandra to make sure my reset has been submitted and to ask the expectation of the return of the reset, I am told that again 24 to 48 hours and yes my name was on the list of resets that were sent out and I had a case number I should hear from someone soon. I again called the office on Friday, December 12, 2008 speaking again with Cassandra to let her know that I still have not heard anything from anyone at HR Block regarding my reset, she states that she is going to make a call and give me a call back. Cassandra returned my call a short time later and left me know that my reset had been denied, at this point I am very upset. I was told that she was going to call me back later that day, she wanted to see if she was able to find out more information on why the reset was denied. Cassandra did call me back and let me know that she was unable to provide any more information regarding the reset and that I would need to contact Robin the District Manager if I wanted more information on this. I guess I do not need to tell you but yes I am still waiting that call from yet another District Manager, I then called again on Monday, December 15, 2008 to inquire about the denial of the reset request, at which point I spoke to a Judy from the Airport Rd. office who gave every reason under the sun for me not receiving a return phone call from either District Manager. Robin was out sick for a period of time, Sylvio is on conference calls and so busy so she can understand why they have not returned my calls as of yet. I explained to Judy how I as well work for a big technology company and if I did my job like these managers do theirs I would not have a job anymore, this is very poor for a company this big to be operating with no repercussions for treating customers like this. I have been a loyal customer of HR Block for the past 15 years, I am finding it hard to make it 16 due to if I am having these problems applying for a line of credit what kind of service should I expect if there is ever anything incorrect with my taxes. I feel that they have heightened my expectations multiple times that this reset would be done, that someone was going to call me back and toying with someone's emotional state. I was in a situation where I was counting on this money for Christmas to buy presents for my kids and since I was told pervious to applying that all I need was to make over 500.00 dollars a week and have a job for more than 2 months and it was pretty much approved if I met both these requirements. I believe they created false pretenses which is COMPLETELY UNACCEPTABLE!!!
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