H&R Block Assistance technique

The best thing I have found that you can do with the H&R Block customer service line is give up. No, I don't mean to hang up the phone, but you do have to stop trying to listen to the customer assistant. I have had to call H&R Block a few times over the last few years, and while the virtual assistant may work for some people, I have a unique situation that mainly annoys me. 

I am sure that H&R Block gets a high number of phone calls from people daily who need help with their log-ins, filing taxes, dealing with audits, etc. However, during the off-season, I think it's safe to assume anyone calling has a special situation. The virtual assistant simply can't help with those and offers unneeded advice. 

While I attempted to work with her for a while, I quickly realized that it was in my best interests to just demand customer service. While it will take a few attempts, doing so can get you straight to a customer service representative, which was the best bet this time through. 

I initially called because my mother needed help accessing tax records from two years ago. The problem is that my dad filed them with H&R Block software, and we can no longer get into the account now that he is deceased. My mother never handled anything like this and is basically stranded, which is why I called the company. 

When I first called, I was greeted by the virtual assistant agent who told me, "I can help you with things like log-in issues and getting a copy of an e-file return. Please tell me what I can help you with." At first, I tried to listen, and I told her, "Help with accessing old taxes." She then told me, "In order to help get you to the right representative, do you prepare your taxes on your own or through the online product?"

 I said on my own, and then it told me that I could just go online to access the returns and that if I didn't know my past log-in, then she could help with that. I said no, but then it asked me if I was able to get online for help logging in. This time, I said "Customer service" loudly, hoping to cut her off. This wasn't going to help me since I didn't file the taxes in the first place and would not even know where to start. 

This time, it took me to the hold line, where I waited about five minutes before I got to someone. There should be an option to opt for a real customer representative from the start because the virtual assistant thing is not for everyone. This is my only complaint because the representative I did get was excellent.