H&R Block complaint: Your tax Pro can’t review my taxes?!?!?

My husband and I filed our taxes jointly on line on Thursday February 11th, and because we have foreign incomes and we don’t want to mess up, we decided that it was a good idea have a Tax Pro reviewing the forms we submitted. We were obviously charged for it immediately.
On Sunday 14th, the Tax Pro the system assigned us, texted and said: I am sorry but I am unable to complete your tax return. If you do not have a number, call 1-800-472-5625 (1-800-HRBLOCK) and see if they can reassign it…. .
How is it possible that it’s now up to us call and search for a Tax Pro who will be able to do the job we already paid for???
We had to spend 3 hours on the phone Sunday and 4 hours on Monday to finally get in contact with someone from HR Block who was able to help us with the reassignment.
It`s ridiculous that we had to waste so much time on the phone to get someone to help us with a service that the website offers you and then rescinds. Terrible customer service on an absolutely legendary level.
Not professional at all!