H&R Block complaint: late filing

I called HR Block to make appointment for my taxes which they gave me a date of April 18th. I sat with Jasmine Hill, which started doing my taxes while she kept getting up and helping other people that were coming in as well. It was getting late she was tired so she told me to email her a few things and she would finish my taxes that night not to worry. Next day I called and the office was closed. I kept calling until a lady from another office answered and told me the phones were routed and she had no idea were my paper work was. Jasmine would not answer my emails, never called me, she just walked away from everything. Very poor customer service. I kept calling to find out were my papers were. Finally got a person by the name of Jim which told me they had been dropped off in the Newburgh office. Jim did my taxes about a week later but now I’m getting charged a late fee by NYS. I need HR Block to take accountability and pay for this late fee. I will be reporting this as well to the better business bureau for the stress and aggravation I endured when my papers disappeared and my taxes were not done in a timely manner due to the poor customer service.