PORTSMOUTH, Va. (WAVY) — Popular tax preparer H&R Block had issues with its electronic filing software as many tried to get their taxes submitted by the end of day on April 15.
The technical issue started Sunday night and extended into Monday, the deadline day for individual income tax returns, according to user reports and Down Detector. It affected users who purchased and downloaded the company’s desktop software.
Many users like Hampton Roads resident Kevin Whealton, who’s used H&R Block for the about the past decade, said they got “bad gateway” or “502” errors when filing online, and also reported H&R Block repeatedly charging them for services.
“I went to file [on Sunday night] and nothing … bad connection, bad connection, bad connection. Then all of a sudden bam, bam, bam, bam, bam. I’m getting hit with all these charges,” Whealton said.
Whealton said he got charged $21 seven times in total, but couldn’t get ahold of anything from H&R Block on Sunday night. He tried again on Monday, but said he didn’t get a response until after 10 On Your Side contacted the company.
After 10 On Your Side’s initial inquiry, H&R Block said they were “are aware of an issue preventing some desktop software users from e-filing their returns.” However they said “online clients and clients working with our tax professionals virtually or in person are not impacted.”
“We are working to resolve the issue quickly and ask clients to please try again later today or print and mail their return if that is more convenient.”
Eventually, just before 4 p.m. Monday the company reported the problem had been resolved.
“The issue affecting a small number of our downloadable desktop software users has been resolved,” a spokesperson said. “We have notified our clients via an in-product message and as they reach out to customer service that they can now e-file their return.”
Whealton said he eventually was able to electronically around that time, but won’t be using H&R Block going forward.
“I’m done, man. I’m done,” Whealton said. “… I get it, problems happen. I think it was just their lack of a quick response to it. And then just nothing but crickets.”
In response to a question about users receiving multiple charges, they added: “Clients who paid by credit card may see multiple temporary authorization holds for the amount of the fee. These holds will expire, and you will not be charged. It usually takes a couple of business days for holds to expire but can take longer, depending on the card issuer.”
H&R Block was just recently hit with the complaint from the the Federal Trade Commission that alleges the company deceptively marketed free filing products and wrongfully deleted tax data from users.
If you’re continuing to have issues with H&R Block, those who are eligible can file for free through other services such as TurboTax and FreeTaxUSA, and directly through the IRS.