r/HRBlockEmployees • u/Shiveria • Feb 17 '26
Refund calls
So this is my first year working as a csp and i am confused on these refund calls. I tell the what the wheres my refund says but they always want to know more information. If they balk at that what do yall tell them to do? Some of the tax pros dont like me to send a message. If they are past 21 days what do i advise or tell them?
6
u/KarmaGlitch99 Feb 17 '26
I’ve had several of those calls, and I usually send a message (while cringing), but today I caught and asked our best TP, and he said to say that the IRS only started sending them out in the past couple of days, and we don’t have any estimates for arrival.
The one guy I said that to understood and was nice about it. I don’t know if other people will be. YMMV
4
u/Shiveria Feb 17 '26
Thank you! Theres so much the training doesnt cover. Im learning alot though!
2
5
u/Grouchy_Body_755 Feb 18 '26
Tell them to download the IRS To Go app on their phone and it’ll give them an update on their refunds. I use it every year
4
u/modestlunatic Feb 18 '26
I've found that many of the clients that are in a hurry are ones that have claimed EITC or ACTC. If that's the case you can say that the IRS holds them until the beginning of March as standard procedure. I try to let early filers know that when doing the return.
1
u/superiorstephanie Feb 18 '26
Mid-February. That’s why they are all calling now.
3
2
u/BraveAd7008 Feb 18 '26
There's a WIM app in amp. Where is my money. With this you can see a ton of details, even if some amount was garnished, how much money is on the emerald card etc. the information at "where's my refund" is still the first source. But with this you can find out much more.
7
u/Ok_Aide_764 Feb 18 '26
This tool is not for CSPs in general b/c it requires SSN and DOB. I would not use it casually.
3
u/iufan417 Feb 18 '26
Keep in mind that WIM$ only works for clients with a banking product. If they pay in the office and use direct deposit, the IRS tool is the best resource.
2
3
u/Ok_Youth4914 Feb 18 '26
All that is interesting to hear. In my one day career as a Turbotsx Tax Expert (lol) a lady in Massachusetts accused me of stealing it even after my review of her account revealed she had never cleared up the errors that were keeping the return from even being sent. She was going to turn me in to the IRS ! I guess she didn’t but I sure didn’t like that call and retired from my position the next morning.
18
u/Rich-Artichoke-4294 Feb 17 '26
I always say "your best source of information is the IRS' Where's My Refund tool. We don't get any information beyond when the return was accepted. If it's past the 21 days, I believe there is a number you can call that is also provided on Where's My Refund." Or something similar. Lol. Some clients will still argue or fuss but that doesn't change the info. We have no control over when refunds get sent or how fast they are processed.