How NOT to do Online Customer Service

As someone who has grown up using the internet, I always favor services that allow me to conduct business over the web. I do things like shop, pay bills, and bank online whenever possible. In addition to being convenient, I always feel a little better about not wasting paper and other resources required to facilitate these processes. So each year at this time, I’m always grateful for the ability to file my taxes online. And to do this, I’ve always used H&R Block…. that is until this year.

As a loyal customer of tax preparation services for the last four years, I receive email updates from H&R Block. And a few weeks ago, I was reminded to use their free online service to file my 2009 returns. So yesterday I followed the link in the email with the intent of doing just that.

As a single person with no itemized deductions or dependents, everything went fairly smoothly (or so it seemed). But unlike previous years, in which this service was free, this time before filing I was confronted with something different: at the end of the process I was told that e-filing would cost $49.95. Since I had already gone to the trouble of entering all my information (smart H&R Block, I admit), I figured the convenience of e-filing and the direct deposit of my refund would be worth it. I chalked it up to H&R Block finally creating enough demand for online services that they could begin charging.

This is the logo for H&R Block service I used -- that cost $49.95.

But trouble started shortly after I completed the filing process. I received an email saying that there had been problems with my return, and I was presented with a link to fix the errors and try again. After following the link and being told by H&R Block’s web application that there were, in fact, no errors with my return, I realized I was going to need to contact customer service. I was given the option to call or live chat. Seeing as how my whole motivation for using the online tool was convenience, I opted for the live chat. The following is a transcript of what transpired:

Dustin F.: Hello JUSTUS, welcome to H&R Block’s At Home Live Chat Support! How can we assist you today?
JUSTUS MOUSER: After filing, I received an email saying:
JUSTUS MOUSER:
Dear JUSTUS,
We’ve detected an issue with your e-filed return. Correct your return and resubmit it. Until you complete this process, your refund or balance due will remain unprocessed.
JUSTUS MOUSER: However, when I review my information, the program is unable to find any errors.
Dustin F.: I would be happy to research this for you.
JUSTUS MOUSER: When I run the “error check”, this is what I see:
JUSTUS MOUSER: You don’t have any errors. If you make any changes to your Federal return, run Error Check again before filing.
Dustin F.: Ok
Dustin F.: May I have a moment to research some information for you so we can solve this issue today?
JUSTUS MOUSER: yes

Current Customer Satisfaction (0-10): 7 – Upset with the fact that e-file failed, but happy there is chat support.

Dustin F.: Cannot E-file Due to an Incorrect Negative Value in Tax Return
JUSTUS MOUSER: does it say where the negative value occurs? so that i may correct it?
Dustin F.: Explains fix…
If you were able to correct a mistaken negative entry, follow the instructions to resubmit your return electronically. Otherwise, you will have to file your return on standard paper forms.
JUSTUS MOUSER: ok, I am reviewing information trying to find the negative value. can I stay on the chat until I determine if I can fix this issue?
Dustin F.: yes.
JUSTUS MOUSER: In my W-2 information, I located a negative value for box 14
Dustin F.: Ok, correct the entry and you should be good.

Current Customer Satisfaction (0-10): 8 – Realizing software failed, but they apparently have resolved issue.

JUSTUS MOUSER: I’ve fixed that entry, and I am still getting a message that says I can’t file electronically
Dustin F.: Ok, on some rejections the IRS requires them to be printed and mailed.
JUSTUS MOUSER: Ok, but I have already used my credit card to pay the eFile fee
Dustin F.: I understand and I am sorry but e-file is not guaranteed.

Current Customer Satisfaction (0-10): 2 – Really? Just mail it in? That’s the answer?

JUSTUS MOUSER: The actual calculation of the tax amount was something I could have done quite easily myself if I was going to mail the paperwork. So I paid 49.95 for nothing?
Dustin F.: Im sorry for the inconvenience sir.

Current Customer Satisfaction (0-10): 0 – Thinking about how this would never fly in other scenarios…what if I bought a latte at Starbucks and after handing me an empty cup, they apologized for the ‘inconvenience’.

JUSTUS MOUSER: Is that the H&R Block policy; to refer to collecting 49.95 from its customers for unsuccessfully preparing the return and referring to it as an incovenience?
Dustin F.: Sir I don’t know what you want me to say, e-filing isn’t guaranteed. Im sorry your return was rejected and the IRS is requiring that you print and mail your return in.
JUSTUS MOUSER: But my eFile was rejected because of an error in the return prepared by the H&R Block software. The ‘error check’ portion of the application did not report that any information was entered incorrectly.
Dustin F.: have you tried every way to e-file your return because the instructions say if you fixed the error then follow the steps to resubmit your return electronically
JUSTUS MOUSER: ‘Following the steps” is predicated on the fact that the web application has found an error. Because the application is finding no such error, I am not being presented with any further steps to follow.

Current Customer Satisfaction (0-10): -2 – Realizing that this is going nowhere. Imagining other things I could have spent $50 on.

Dustin F.: I can’t seem to find a way so the only way I know that you can file is to print and mail.
JUSTUS MOUSER: Well I skipped the customer service survey portion of the process. But I would classify my experience as extremely unsatisfactory.
JUSTUS MOUSER: I will not be using H&R Block services in the future.
Dustin F.: I’m sorry you feel that way.
JUSTUS MOUSER: I’m sorry that H&R Block is taking the position that this is an acceptable level of service for its customers
Dustin F.: Were not the ones requiring you to print and mail, the IRS is.

Current Customer Satisfaction (0-10): -5 – At this point, Dustin is basically holding up his middle finger at me.

Dustin F.: Is there anything else we are able to assist you with today?
JUSTUS MOUSER: I can be assisted with a refund of $49.95.
Dustin F.: Im sorry sir I can’t do that because you already e-filed and e-filing is not guaranteed.
JUSTUS MOUSER: I intend to post a transcript of this conversation with a description of my experience online. As a representative of H&R Block, is there anything else you would like to add before I do so?
Dustin F.: No sir, there sure isn’t.
JUSTUS MOUSER: I appreciate your time and regret that this issue could not be resolved.

Current Customer Satisfaction (0-10): -7 – There you have it.

I ended up using the free tax filing service that is available on the IRS website and had my return e-filed in about 15 minutes. I would recommend anyone with simple returns go this route.