h&r block mastercard emerald put our money on hold Internet

first let me say i have called several times and dealt with them and they had no problems talking to me.then i asked for my money that they have on hold which was released already by charging company.and then i cant  take care of my card that my name is on.they wanted to talk to primary cardholder.when i called to ask them what they needed me too do too make this as quick easy and painless as possible.as im sitting here with a raging headache after my husband being on the phone for 3hrs getting transferred and transferred apparently mastercard employs only managers.now as my husband spoke to 1st operator he was told after 30mins his time was past and operator was going above and beyond.now this wasn't 10 dollars or a 100.almost 700 dollars. now they sent me the email to make sure the other company faxed over the request had the following info.now i gave everything to them.and i called later and lo and behold no fax came in.also they told me they get over 500 faxes a day and they dont get looked at.what is the purpose of having a fax number then.

now after talking to the 7th "manager"who wouldnt even let my husband talk.now i was here,our children were here,and my mother was here and at no time was my husband disrespectful to anyone to warrant that behavior when they were in the wrong.no he was also told if something like this happens most dont get their money unless they do call when fax is sent,how is one to know when a fax is sent from a 3rd party.answer me that.and the last "manager"hung up on my husband.also they asked for other companys fax number which they cannot give it out over an unsecure line.i was given a secure number to be on a conference call and mastercard says they CAN"T call out.hhmm dialing 9 works everywhere else.now the company is willing to go that far for me so i can call them and talk to them about account and get all the neccesary docs sent to me and i will talk to anyone who wants to help take them and their shady practices down.and yes i will be putting complaint in with BBB.