EPS Financial

Haven’t received my refund advance Loan yet….help!

I signed up as a client under EPS this year for the 2019 tax year. Things were properly running smoothly until I received an email stating I had a routine compliance review that was due about a day or so after receiving the email. I was advised that the information had been requested via email earlier, however, when I requested for the original email to be forwarded to me as proof, they could not deliver. I gathered all the information that was requested and promptly emailed everything to them. Every time that I sent the information over “somehow” everything was not received. I received every excuse in the book as far as perhaps the file size is too large. I also sent several faxes over that stated it was delivered, but yet, they said they didn’t receive.
For this to be such a large company, after requesting several times for a phone call, I was advised that their risk assessment department did not accept phone calls. I even offered to mail the requested documents to them and was denied the opportunity. This company offered me no solution to rectifying their fault of “not being able to receive” their requested documentation. Due to this, this has left my account with them suspended. I have not been able to check on my clients statuses. This has also marked my company as a non compliant risk.

I would like to be VERBALLY DIRECTLY contacted by a supervisor in risk management that will provide a solution to removing the suspension from my account. As well as providing a solution to removing the non compliant risk that has been associated with my company due to their poor negligence and customer service. Otherwise, my next step would be to hire an attorney and sue this company for negligence and damages that has now affected my business.

Dear [redacted] The taxpayer contacted us on 3/12/requesting to collect their refundThe preparer who had originally filed the return had closed their officeThe requested to print the check was submitted on 3/13/and on 3/16/the check was mailedOn 3/30/the check was presented for payment and was paidWe have no further contact from the taxpayer since 3/20/2015, when we verified that the check was mailed to the correct addressAs far as we are aware at this time, the complaint should be resolvedIf you have additional concerns, feel free to contact me at ###-###-#### Ext***Best Regards, Karin M [redacted] Account Research Specialist

I see I'm not the only person they fked over. I can't understand how they got my refund too. They had my refund since January of 2019 and I didn't get my money until my birthday which is in April and only because I had to contact the RevDex.com. And all they did was told lies. Keep telling me it was in the mail I was calling them every week and emailing them. And because of them holding my money that long cost me soooo much money. And made my credit score worse then it was and now I'm still going through it. I wasn't able to pay them in full most of my taxes was gone to extra bills and I'm a single mother of three children and something or someone needs to do something about them. For them to tell and do everyone almost the same and they don't have to pay for none of their wrong but we are tax payers and have to pay enough and now have to pay for them and they have more money than us. It's just not fair but as soon as we do the same we go to jail or pay more. I'm setting up a class action suit on them. If anyone wants to join me just email me. [email protected]

The taxpayer contacted us on 2/4/stating they did not receive the initial check sent to their address on file on 10/22/The taxpayer completed a Lost Check Affidavit form on 2/5/There is a standard day hold on the check to make sure that the previous check does not get submitted for paymentOn 2/16/the new check was mailed to the tax preparer's office [redacted] (husband) and tax preparer confirmed that the check was received on 3/2/and it was cleared on 3/12/

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: .....FROM EPS FINANCIAL: In response to the rejected response [redacted] wants EPS Financial to immediately deposit all amount of Preparation Fees due plus 15% of the amount for damage done right away unto the [redacted] deposit account EPS Financial has on fileAs per our bank policies funds have been returned to the appropriate taxing authorities WHO ARE THE TAXING AUTHORITIES? WHAT IS A CONTACT INFORMATION FOR THE TAXING AUTHORITIES? WHAT IS THE CONTACT NAME FOR THE TAXING AUTHORITIES? WHAT IS THE CONTACT PHONE NUMBER FOR THE TAXING AUTHORITIES? WHAT IS THE CONTACT ADDRESS FOR THE TAXING AUTHORITIES?? WHAT IS THE WIRE TRANSFER NUMBER TO / FOR THE TAXING AUTHORITIES? DID EPS FINANCIAL RETURN TO TAXING AUTHORITIES THIER FEES COLLECTED FOR THENSELVES? Any attempt to collect funds which are not in our possession as well as damages should be brought up through the Arbitration Process you agreed to in the ERO agreement section at the time of enrollmentThe agreement is attachedEPS FINANCIAL! Follow to that a letter of explanation as to they charged [redacted] of fraud, cancelled the account and ceased ALL THE MONEY FOR THE PREPARATION FEES WHO ARE THEY? EVERY GOVERMENT DEPARTMENT IN THE STATE HAS A MAME, ADDRESS, CONTACT NAME AND NUMBER! A letter is attached restating previous information provided regarding the decline of your enrollment with EPS...OVER THE COURSE OF FOUR MONTHS! WHAT TODAY'S DATE?WHEN DID TAX FILLING SEASON BEGUN? WHICH DATE THE [redacted] ACCOUNT WAS OFFICIAL ERUPTED BY EPS FINANCIAL? WHEN DID THE [redacted] ACOUNT WAS APPROVED? WHAT ARE THE PROCEDURES FOR EPS FINANCIAL DUE DILIGENCE? HOW DID EPS FINANCIAL MAKE THOSE DISCOVERIES? EPS Financial to send or deposit all Refunds deposit for the [redacted] clients that are still in their bank possession right away to themAll Direct Deposits were made at the time of fundingAny funds in check form are in the taxpayer accounts awaiting Identity verification from the taxpayersAs soon as the taxpayers provide the necessary information to verify their identity funds will be sent directly to those taxpayers...RIGHT AWAY TO THEM? IS THIS WHY EPS FINANCIAL AFTER DENIED OF HAVING RECIEVING CLIENT TAX REFUND DEPOSIT DICIDED TO RETURN THE FUND BACK AND HAVE THE CLIENT TO NOW WAIT LONGER FOR THEIR TAX RETURN CHECK / DEPOSIT [redacted] CLIENTS ARE STILL CALLING ABOUT DEPOSIT THAT ARE ACCUMULATE INTEREST IN EPS FINANCIAL BANK ACCOUNT WHAT LINE OF SERVICE / BUSINESS IS EPS FINANCIAL IS IN? ...SO, ONCE AGAIN EPS FINANCIAL FAILLED TO EXPLAIN As stated before we need EPS Financial to: [redacted] wants EPS Financial to immediately deposit all amount of Preparation Fees due plus 15% of the amount for damage done right away unto the [redacted] deposit account EPS Financial has on fileFollow to that a letter of explanation as to they charged [redacted] of fraud, cancelled the account and ceased ALL THE MONEY FOR THE PREPARATION FEESEPS Financial to send or deposit all Refunds deposit for the [redacted] clients that are still in their bank possession right away to themFor the Revdex.com Office to take notice of this type of operation ESP Financial is doing and do what they to do in this situationEPS Financial failed to respond to these four demands and regretfully [redacted] have to REJECT EPS FINANCIAL RESPONSERegards, [redacted]

In response to the rejected response [redacted] wants EPS Financial to immediately deposit all amount of Preparation Fees due plus 15% of the amount for damage done right away unto the [redacted] deposit account EPS Financial has on file As per our bank policies funds have been returned to the appropriate tax authoritiesAny attempt to collect funds which are not in our possession as well as damages should be brought up through the Arbitration Process you agreed to in the ERO agreement section at the time of enrollmentThe agreement is attached Follow to that a letter of explanation as to they charged [redacted] of fraud, cancelled the account and ceased ALL THE MONEY FOR THE PREPARATION FEES A letter is attached restating previous information provided regarding the decline of your enrollment with EPS EPS Financial to send or deposit all Refunds deposit for the [redacted] clients that are still in their bank possession right away to them All Direct Deposits were made at the time of fundingAny funds in check form are in the taxpayer accounts awaiting Identity verification from the taxpayersAs soon as the taxpayers provide the necessary information to verify their identity funds will be sent directly to those taxpayers

The customer, ***, contacted EPS to advise that he did not sign any forms and was unaware that the ERO filed his tax return on his behalfAs part of the course of business, we began our Enhanced Due Diligence process and reached out to the tax preparer (*** *** Tax Service) to request a copy of the e-Collect documents used during tax preparationWe did not receive a response and suspended the tax preparer’s account
Subsequently, after receiving not response to the suspension, we declined the tax preparerThey are no longer allowed to do business with EPS Financial, unless they comply with our request and are clear of any suspicious activityWe mailed a response to the taxpayer, *** to advise him of the outcome of his complaintPlease see the attached letter
EPS Financial deems that we have maintained our standard practice for responding to these types of complaints and have taken the necessary action in regards to the tax preparer’s officeAt this time we are not able to furnish any monies to the tax payer as they have already been disbursed to the tax preparerHowever, we will assist the tax payer if they require additional information for any court proceedings against the tax office
Please let me know if this has satisfied your requirements or if you need any additional information
Best Regards,

Ph: ###-###-#### | Fax: ###-###-####
EPS Financial, LLC
Sensible Tax Refund Solutions
www.epsfinancial.net

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I need to assist me with proving that eps is not at fault and *** is responsible for the misplaced/lost refund, that they couldn't locate and that magically appeared in their system weeks later.
This is the messages from *** relations :
I'm glad they found your moneyUnfortunately, I will not be compensating you since this was not *** ***es faultIf EPS Financial can show me proof that the mistake was on our end, I might be able to do somethingHello Senior Support Specialist,
I can see that MrT***’s funds were located and were deposited into his *** account on 10/22/
MrT*** is wanting us to compensate him for this issue stating this was a mistake by *** *** As I stated before *** *** Bank never received this deposit. Please provide me the support used to locate his money and prove to me that this was a mistake by *** ***
Thank you,
***
*** ***
Consumer Relations - *** *** *** *** ***, Salt Lake City, UT ***((###-###-#### |7###-###-####
***@***.com
My response to her two emails above:
But you did eventually receive the deposit ? The answer would be yesSo what is you excuses on behalf of *** as to why the funds posted to the *** oct 22nd when it was suppose to be deposited Sep
The original message issue:
Importance: High
Customer:
*** ***
*** *** *** ***
Doraville, GA ***
EFIN: ***
***: ***
To Whom it may concern,
My name is *** with *** by *** *** Consumer Relations, our mutual customer MrR*** is missing his ACH in the amount of $4,956.06, submitted on 9/3/15. *** *** Bank has searched the ACH system by dollar amount, proxy account number (***), EPS trace number (***) and customer name and was unable to locate it. Please trace this deposit through your ODFI (*** *** *** N.A. - ***). What are the next steps? This is my POC at ***:
*** ***
Consumer Relations - World Service*** *** *** ***, Salt Lake City, UT ***( (###-###-#### |7 ###-###-####
***@***.com
This is what *** told me originally regarding the compensation:
On Sep 29, 2015, at 2:PM, *** * *** wrote:
Hi ***,
Unfortunately, I am unable to provide compensation at this time since we have no record of the funds ever coming into *** *** Please work directly with EPS in locating you funds. You can contact me at anytime concerning this issue
Kind Regards,
***
Regards,
T*** R***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
My account was correctThey should've contacted me to use another accountI have to wait another ten weeks for MY money to be delivered to meI deserve compensation
Regards,
*** ***

The preparer's office was reviewed based on the fact that provided an invalid bank account and did not update the account after various requests to do so
The review showed that most of the tax returns and bank applications were filed with Or Current Resident in the AddressThis gave the
appearance that the preparer was most likely using some sort of mailing list to file returns
The preparer's office was notified of our findings on April 8th
As per section of the ERO agreement that the office signs when they enroll in our program:
ERO acknowledges and agrees that EPS may, at its sole discretion, immediately terminate ERO from the Program, if ERO (a) engages in any unfair, deceptive, abusive or unacceptable practice; (b) generates losses related to the Program, in an amount deemed unacceptable to EPS, regardless of whether such losses result from Taxpayer’s actions, ERO’s actions, or the general negligence of ERO’s office personnel; (c) charges excessive fees associated with tax preparation ***; (d) fails to comply with the Program Guidelines in any respect; (e) for violations of the rules governing IRS-e-file, or if ERO receives a written reprimand, suspension or expulsion from the e-file program from the IRS; or (f) violates any term of this Agreement or applicable law or fails to comply with any directive of EPS or Bank
Once an office is terminated from the program all funds in EPS's possession must be returned to the IRS

I have had nothing but problems problems and more problems with this company. If and when you able to get thru on line then the most disrespectful reps act is if they cant here you. Today I was literally on wait for 54 minutes to speak with some one and the rep just kept saying hello and whats my social security, never been ask for the before its always been my efin #, but before that I was disconnected on a total of 3 times after being on hold for 30 minutes. This company is the worst ever and I advise anyone not to you them for any tax services.

I was contacted by my client before Thanksgiving that the IRS had released his check to EPS financial and to please look out for it since the tax office was closed still under the off season. The client also informed me that he had changed his address with the IRS. I asked him to come into the office so I can make a copy of his updated id with the current address complete the necessary form so that the updated address would be on the check, I started this process on November 28, 2018. First the rep emailed me the incorrect form since EPS has now merged with Refund Advantage, they are operating both under
Meta Bank, she informed me the id was not clear and visible, I emailed it again 3 more times and she confirmed that she received it. I called back over 8x's requesting the check
to be mailed to the tax office, the 7th call, the CSR informed me that the check was printed
but she didn't know where it was and couldn't confirm if it was mailed out. She put me on hold and apologized for the check sitting for almost a week with nothing being done.
Today I received my clients check and guess what?, the address is still not updated and when I called at 5:40pm EST, I was cursed out and told that they were about to close and going home and hung up on. I dont know who approved the merger but one would think that service would improve but it hasn't. I am definitely utilizing a new bank for 2018. Disrespectful reps with no interest in helping a tax professional help her client get his funds that he has been waiting for since 2017 tax season. Your staff needs to be retrained
and learn how to appropriately resolve conflicting issues. Now they cost me a very good client, I would allow your dysfunctional establishment cost me another.

Dear [redacted]
The taxpayer contacted us on 3/10/2015 requesting to collect their refund. The preparer who had originally filed the return was no longer working with EPS. As per standard protocol in order for the taxpayer to collect their funds we needed a Photo ID and proof of address...

to verify the taxpayer's identity. The requested information was received here at EPS on 3/13/2015 and on 3/16/2015 the check was mailed. On 3/20/2015 the check was presented for payment and was paid. We have had no further contact from the taxpayer since 3/17/2015, when we verified that the check was mailed to the correct address. As far as we are aware at this time, the complaint should be resolved.If you have additional concerns, feel free to contact me at ###-###-#### Ext.[redacted].
Best Regards,
Karin M[redacted]
Account Research Specialist

Dear [redacted]
The taxpayer contacted us on 3/12/2015 requesting to collect their refund. The preparer who had originally filed the return had closed their office. The requested to print the check was submitted on 3/13/2015 and on 3/16/2015 the check was mailed. On 3/30/2015 the check...

was presented for payment and was paid. We have no further contact from the taxpayer since 3/20/2015, when we verified that the check was mailed to the correct address. As far as we are aware at this time, the complaint should be resolved. If you have additional concerns, feel free to contact me at ###-###-#### Ext. [redacted].
Best Regards,
Karin M[redacted]
Account Research Specialist

In response to the rejected response
1. [redacted] wants EPS Financial to immediately deposit all amount of Preparation Fees due plus 15% of the amount for damage done right away unto the [redacted] deposit account EPS Financial has on file.
As per our bank policies funds have been returned to the appropriate tax authorities. Any attempt to collect funds which are not in our possession as well as damages should be brought up through the Arbitration Process you agreed to in the ERO agreement section 7.5 at the time of enrollment. The agreement is attached.
2. Follow to that a letter of explanation as to they charged [redacted] of fraud, cancelled the account and ceased ALL THE MONEY FOR THE PREPARATION FEES.
A letter is attached restating previous information provided regarding the decline of your enrollment with EPS.
3. EPS Financial to send or deposit all Refunds deposit for the [redacted] clients that are still in their bank possession right away to them.
All Direct Deposits were made at the time of funding. Any funds in check form are in the taxpayer accounts awaiting Identity verification from the taxpayers. As soon as the taxpayers provide the necessary information to verify their identity funds will be sent directly to those taxpayers.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
.....FROM EPS FINANCIAL:
In response to the rejected response 
1. [redacted] wants EPS Financial to immediately deposit all amount of Preparation Fees due plus 15% of the amount for damage done right away unto the [redacted] deposit account EPS Financial has on file. As per our bank policies funds have been returned to the appropriate taxing authorities.
WHO ARE THE TAXING AUTHORITIES?
WHAT IS A CONTACT INFORMATION FOR THE TAXING AUTHORITIES?
WHAT IS THE CONTACT NAME FOR THE TAXING AUTHORITIES?
WHAT IS THE CONTACT PHONE NUMBER FOR THE TAXING AUTHORITIES?
WHAT IS THE CONTACT ADDRESS FOR THE TAXING AUTHORITIES??
WHAT IS THE WIRE TRANSFER NUMBER TO / FOR THE TAXING AUTHORITIES?
DID EPS FINANCIAL RETURN TO TAXING AUTHORITIES THIER FEES COLLECTED FOR THENSELVES?
Any attempt to collect funds which are not in our possession as well as damages should be brought up through the Arbitration Process you agreed to in the ERO agreement section 7.5 at the time of enrollment. The agreement is attached.
EPS FINANCIAL!
2. Follow to that a letter of explanation as to they charged [redacted] of fraud, cancelled the account and ceased ALL THE MONEY FOR THE PREPARATION FEES.
WHO ARE THEY?
EVERY GOVERMENT DEPARTMENT IN THE STATE HAS A MAME, ADDRESS, CONTACT NAME AND NUMBER! 
A letter is attached restating previous information provided regarding the decline of your enrollment with EPS.
...OVER THE COURSE OF FOUR MONTHS!
WHAT TODAY'S DATE?WHEN DID TAX FILLING SEASON BEGUN?
WHICH DATE THE [redacted] ACCOUNT WAS OFFICIAL ERUPTED BY EPS FINANCIAL?
WHEN DID THE [redacted] ACOUNT WAS APPROVED?
WHAT ARE THE PROCEDURES FOR EPS FINANCIAL DUE DILIGENCE?
HOW DID EPS FINANCIAL MAKE THOSE DISCOVERIES?
3. EPS Financial to send or deposit all Refunds deposit for the [redacted] clients that are still in their bank possession right away to them. All Direct Deposits were made at the time of funding. Any funds in check form are in the taxpayer accounts awaiting Identity verification from the taxpayers. As soon as the taxpayers provide the necessary information to verify their identity funds will be sent directly to those taxpayers.
...RIGHT AWAY TO THEM?
IS THIS WHY EPS FINANCIAL AFTER DENIED OF HAVING RECIEVING CLIENT TAX REFUND DEPOSIT DICIDED TO RETURN THE FUND BACK  AND HAVE THE CLIENT TO NOW WAIT LONGER FOR THEIR TAX RETURN CHECK / DEPOSIT.
[redacted] CLIENTS ARE STILL CALLING ABOUT DEPOSIT THAT ARE ACCUMULATE INTEREST IN EPS FINANCIAL BANK ACCOUNT.
 
WHAT LINE OF SERVICE / BUSINESS IS EPS FINANCIAL IS IN?
 
...SO, ONCE AGAIN EPS FINANCIAL FAILLED TO EXPLAIN
As stated before we need EPS Financial to:
[redacted] wants EPS Financial to immediately deposit all amount of Preparation Fees due plus 15% of the amount for damage done right away unto the [redacted] deposit account EPS Financial has on file.
Follow to that a letter of explanation as to they charged [redacted] of fraud, cancelled the account and ceased ALL THE MONEY FOR THE PREPARATION FEES.
EPS Financial to send or deposit all Refunds deposit for the [redacted] clients that are still in their bank possession right away to them.
For the Revdex.com Office to take notice of this type of operation ESP Financial  is doing and do what they to do in this  situation.
EPS Financial failed to respond to these four demands and regretfully [redacted] have to REJECT EPS FINANCIAL RESPONSE.
Regards,
[redacted]

We have been working on this issue, but have not yet been able to reach a satisfactory result. Unfortunately, a support email representative must forward the issue to the production department so they can work with the bank in order to locate the funds. The support representative cannot provide...

further information until a resolution is reached. We are working on a resolution as quickly as possible.

Monday, April 20, 2015Re: [redacted] Complaint [redacted]Mr. [redacted],
The taxpayer contacted us on 3/16/2015 requesting to collect their refund. The preparer who had originally filed the return was no longer working with EPS. As per standard protocol in order for the taxpayer to...

collect their funds we needed a Photo ID and proof of address to verify the taxpayer's identity.The requested information was received here at EPS on 3/18/2015 and on 3/19/2015 the check was mailed. On 3/24/2015 the taxpayer advised that the address was not correct and we started the Lost Check process. The taxpayer sent in the form needed to start the Lost check process on 4/1/2015.
On 4/2/2015 the taxpayer's check was returned to us by the post office the lost check process was cancelled and the check was mailed again to the new address provided by the taxpayer on 4/7/2015.
We have had no further contact from the taxpayer since 4/10/2015, when we verified that the check was mailed to the correct address. As far as we are aware at this time, the complaint should be resolved.
If you have additional concerns, feel free to contact me at ###-###-#### Ext. 2412.
Best Regards,
Karin M[redacted]Account Research Specialist

We have confirmed that there was a delay in the closing of the account by I-Payments. We confirmed the amount of fees removed was $61.69. A request has been submitted to I-Payments to have the funds refunded to the customer.