H&R Block Best of Both hrblock.com No peace of mind! They still have not filed my taxes! Internet

I have used H&R Blcok's services online in the past, and have had no problems, however, this year, Peace of Mind was purchased, even though I didn't ask for the service (must have been an oversight on my part).  I did all my work, and sent my taxes through, and paid for the service two weeks before tax day.  Lo and behold, it is now one week later, and the individuals who are supposed to go over my taxes somehow do not know how to do their job.  They have continually asked me for the same forms over, and over again, and I have scanned over each and every copy of everything three times.  My taxes still have not been filed, and I cannot get a hold of these people.  I live in New York State, and there are tax incentives that these people in Kentucky, and Tennessee do not know about, and I am still trying to get someone from NYS to look at my taxes with me.  I never asked for this much trouble.  I feel I need to call the IRS to help me out with this problem.  When I tried to get hold of the tax professional, she didn't return my call until 12:30 AM, and DID NOT leave a message!!!!  I am so upset, andbeside myself, as I used to be a tax preparer myself, and know exactly what needs to be done with taxes.  Not happy with H&R Blocks services, and super frustrated with their poor customer service.  I want my money back!