H&R Block Customer Service Department — money being refunded
My name is lisa johnson. I have gone to h&r block for many years and have not had any real problems. That is until now. On february 4, 2011 I made a purchase from best buy for a tv and other electronic items. While I was there the bb rep asked if I was interested in signing up for cable. I went through the entire process. When it came time to run my h&r block card it would not go through; saying "unable to process. " the bb rep ran my card a total of three (3) times, each time getting the same results. The next day I realized that all three (3) times the money was actually taken off my card. It was in the "pending" status. The amount for each transaction was $118.78. I went to bb the next day (Saturday) and spoke with the manager and a directv rep. The manager called the number on the back of my h&r block card explaining the situation. The h&r block rep told the manager that the money would be released in 48hrs. The mgr asked if sending an authorization form over would speed up the process and was told that an authorization form wasnt necessary because the money would be refunded before the request was processed. The h&r rep was informed that directv was not taking the money totalling $356.34 from my account and requested it to be put back on my card. When my money did not show up in 48hrs I called h&r customer service back and was told they had to open an investigation because directv had not released the funds. I again asked about an authorization form and was told at this point an investigation was the next step. I was told I would receive an updated email every 24hrs until the issue was resolved. That was the last I heard. On 2/16/11 I called back to h&r customer service to inquire about this investigation and was told there was no investigation; that all I need is directv to send over three (3) seperate authorization forms (One for each seperate transaction) and upon receipt my money would be refunded to my card. I have waited almost two weeks for my money to be refunded. I asked twice if I needed an authorization form and was told "no" but am now being told I do. I am very upset because I could have had the forms faxed over immediately on 2/5/11 had the rep not told me and the mgr that it was not necessary. I am now waiting on directv to give me these forms. What do I do in the meantime? I need my money refunded asap. I should not have had to wait this long. And to make it worse I am having to wait longer. The rep I spoke with tonight refused to give me corporate's number so I had to look it up online. He gave me his name which is tarrell, but said he was not allowed to give me his id number. I asked him 3 times to please give me corporate's number and he refused. I don't know what is going on over in the customer service department but at this point I am certain my children could do better than the three individuals I have dealt with over the past couple weeks. I hope this letter will be taken seriously and not just simply blown off and thrown away. I have been a customer with h&r block for a long time and would like to continue with them but will not do so if this is how I will be treated when there is a problem. A problem that was not my fault.