Complaint: Lack of Assistance

on 23 February 2021 about H&R Block in category Financial Services

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My complaint:

I have tried three times since yesterday to receive assistance with my tax issue. I am retired and on my 1099R there is a 1 in box 7. I am 53, but I am exempt from the penalty. I have to complete a 5329 so that I will be exempt from the penalty. I need assistance with completing this form because the software is trying to make me pay the 10% penalty. I did not withdraw any money from my retirement. I receive a check every month. I stayed on the phone yesterday for 1 hr 40 min just to be told I had to go to a different department. Was on hold 27 minutes just for a recording to tell me that they can’t help me at this time due to high volume of calls, and then disconnect the call. I understand that it’s a busy season, but I also couldn’t get any assistance from online chat.

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Justified complaint?

Suggested solution:

I feel that someone should be available to assist a customer since we purchased the tax software from this company. I don't have a problem waiting on hold if I am going to receive the help I need once someone answers the phone. That has not been the case with this company. Online chat keeps stating they don't understand what I need and continue to give me options from a list of questions that have nothing to do with my issue.

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