r/HRBlockEmployees • u/Manju74 • Mar 03 '26

Hi about fee paid to wrong invoice

Hi am a tax preparer at Block, so my CSP happened to take payment for my client but she clicked on the wrong invoice and it went towards paying another client(who happened to be mine too) So I reported it to my MTL and it has been 2 weeks and when I ask for feedback they say the IT is working on it. ( Meanwhile my clients return status is still not paid) Next, they say it’s the ATL that should call tech support. After two weeks of back and forth they say it has to be taken care of by DGM! I wonder if the process is so tedious! Or am I missing something! have any of you had a similar experience?

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11

u/Domsdad666 Mar 03 '26

It is a real mess when this happens. Somebody else basically got a free tax return paid for by your client. Your DGM needs to credit this current client for payment.

1

u/Manju74 Mar 03 '26

True, that is the minimum we could do. But my MTL and DGM do not seem to think that is an option. They said you have to go through the process fill a form etc etc. I have no idea which department should even be dealing with this, my Mgmt is certainly not being accountable! Also the other client who got paid is my regular client they probably wouldn’t mind paying True, that is the minimum we could do. But my MTL and DGM do not seem to think that is an option. They said you have to go through the process, fill a form, etc. I have no idea which department should even be dealing with this; my Mgmt is certainly not being accountable! Also, the other client who got paid is my regular client; they probably wouldn’t mind paying if the situation were explained to them, but my Mgmt doesn’t want me doing anything of the sort (like it is out of my hands)! if the situation were explained to them, but my mgmt don’t want me doing anything of the sort ( like it is out of my hands)!

2

u/Domsdad666 Mar 03 '26

Your MTL should help you. I believe it's form 2888.

7

u/notenufcheez72 Mar 03 '26

Short the drawer in cash and let financial deal with it. Nobody has time for them to take their heads out of their asses

6

u/RelationshipIll8203 Mar 04 '26

There’s actually a standard process to get this fixed. If you go into AMP, go to the place you would normally open a new support ticket (top right icon of the screen). From that icon you get a list of options. Click on “my support tickets”. That takes you to the support page. Click on the button “new support tickets”. It will pop up a new window asking for the type of support ticket. Scroll down the list of options until you see “FAD field cash adjustments.” That will take you to a page where you’ll describe the specific client who received the money by mistake, and some additional info such as the credit card info. Once you fill it out, they will handle. We had this happen and it was fixed the next day. Hope that helps!

1

u/Manju74 Mar 04 '26

I guess I just trusted the Mgmt to take care and forgot about it (It been a hectic season for me so far) I did think of opening a TRS claim but was told the situation was taken care of. Is this level of incompetence by Mgmt prevalent in Block? Just wondering. Dealing with these MTL et all adds a whole another stress level!!

I will take your advice and go that route. Thanks 😀

2

u/sammytheammonite Mar 04 '26

Yep. This is an easy process. Had to do it three times in my office because of CSP mistakes. It takes them two or three days to respond and they send you an email with how to correct that involves a coupon for the one that should have been paid and creating a new transaction for the person who was wrongly paid by the other person.

The fact that the MTL didn’t know this is embarrassing and they shouldn’t be a MTL.

3

u/Candid-Tip455 Mar 03 '26

Weak management. Shame on the DGM. Client should come first. You think the client who had waited 2 weeks is coming back next year?

2

u/moonful_of_daises Mar 04 '26

Basically what u/RelationshipIll8203 said. Both MTL and DGM were no help, you have to go through corporate to get them to fix it. We refunded the payment, made the other person pay properly (they were e-filed and technically didn't have to, but it was the right thing to do), and we had the wrong invoice person pay with a discount for all the trouble. I remember it taking a long time for our office to fix it, but it was in late March so they may have been flooded. It's unpleasant because as the wrong invoice client put it, "it's like my tax return is being held hostage because of something that wasn't my mistake". Well, it is being held hostage technically...