Felts Photography

The cardholder contacted us on March 11th, stating that a fraudulent charge had been made to their cardAt the time we requested the written complaint and documentation needed in order to open a fraud case.We received the documentation on March 15th, and submitted the claim to Visa so that they could review and confirm the charge was fraudulentAll of these requests are provided with a time frame of days and are not handled directly at EPS.The claim was approved on June 6th, and the cardholder received a credit to their card on that dateThe have used the funds, and to our knowledge the issue has been resolved

[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: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, [redacted]

We received communication from the preparer's tax software on 5/4/advising that the software was shutting both of the taxpayer's offices off from servicesThe software also advised that they were reporting the preparer to the *** for filing fraudulent returnsOur own review of the office showed that the offices were charging the maximum amounts allowed on all tax payer returns, there was a dramatic increase in business from previous years, and the return amounts on returning customers were much higher than they had been in previous yearsAlso, people over both offices had the identical refund amount of $5,which is usually an indication of manipulating returns.Further review showed numerous complaints from taxpayers on not being aware of the fees they were charged, being told to sign a blank screen instead of the disclosures provided, and not receiving their paperworkAs well as an F rating with the Revdex.com due to refusal to address the complaints being made [redacted] compliance requires that we cannot complete any transactions with anyone who we believe to be fraudulent The preparer also signed an agreement at the time of enrollment to follow all *** and *** regulations and standardsThe agreement lays out all responsibilities and requirements, as well as our rights to terminate the relationship with an office who does not meet these standards(Document Attached)

[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:I do not believe they sent said card, the US Mail is very dependable in my area I have talked to carrier, and post office, no reports of mail theft in the area I live Second, they have a record of this happening in Revdex.com files, I believe this is a common practice for this companyThey could have not charged me the fee, if they chose to, however that was not done I am sure they don't pay for a new card to be issued Regards, [redacted]

All funds were returned to the IRSThe funds can be located by the IRS using trace number [redacted] The date of the return was 7/10/EPS and E-File did not receive any fees on these funds as the amount was sent back in full on the previously listed date This process was put into place to protect taxpayers from having their identities stolen

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

There are federal regulations in place that require that all customers be identified before funds can be sent outIf the customer's identity cannot be verified the funds either need to be returned to the IRS or we need to collect documentation to verify the customer's identity so we can mail the
funds to themUnfortunately, due to the very high volume of customers the time between a check printing and the verification process can be to business daysWe have received the documentation to verify *** *** check at this time and management approved the check to be overnightedThe check is being sent via Fed Ex and the tracking number is ***, and the check is expected to arrive around pm on Tuesday 3/

A taxpayer can have their tax preparation done at any point after the new year beginsHowever, we do not see an application in our system until the IRS actually accepts the returnThe advance cannot be funded until the time that the application is in our system.At this point in time the IRS is
only accepting small groups of applications at a time for testing as they do not open officially until the 23rd of January.Once the application is in our system we send out an authorization to the software companies so that the tax preparer's office can print the advance check.The customer's application was approved by the IRS on 1/13/As per the attachment labelled "*** Check Screen" the check authorization was made available to her tax preparer on the 13th of January.Also, in that screen you can see that we did not receive a check number in our system until the 17th of JanuaryThis typically happens because the preparer does not click the submit button after printing the check and did not transmit the information back to us.After the check is printed it takes about an hour for the software to get the information back to us, then the check would be able to be cashed. On the 17th the taxpayer contacted us at 7:pm and we had not yet received the information from the tax preparer's software companyThey called back around 8:and were escalated to a supervisorThe supervisor was not allowed to provide a full response before the taxpayer became severely verbally abusiveAt this point in time the check is fully able to be cashedBut, we are not comfortable with having someone reach out to the taxpayer in order to further attempt to resolve the issue.A recording of the call is available at the request of the Revdex.com.Also, the attachment labelled "*** Fee and Disbursement" shows that we have not taken any funds from the taxpayer in order to provide the advance check to herThe fee that will be charged by us to process the tax return is the EPS Fees section which is $35.00.We would not be able to return funds that have not been chargedIf the taxpayer is no longer willing to work with EPS they can complete the Cancellation form attached and fax it to ###-###-####We will cancel the application and have the IRS process her funds directly

EPS Financial is a payment processorWe do not run or provide the e-file website that the taxpayer usedWe are not in control of their advertising or any content on the efile.com websiteWe processed the funds with the information that was provided from efile.com through the application process,
and the funds minus fees were direct deposited to the account the taxpayer provided at the time of filing

[YTo assist us in bringing this matter to a close, you
Complaint: ***
I am rejecting this response because: I have spoken with this company andd thw tax preparer has spoken with them as wellWe have faxed the check front and back and another form to have it resetSomehow both times the check has been VERIFIED verified but not cashedWhat would the purpose beThis company has given one lie after anotherAnd it's kind of odd that all of the complaints they had with the Revdex.com in aren't able to be readThe last time the check was verified the woman said it was done thru ***This is just a big messI have never ever dealt with this company up until this year, because this is who my boss usesTheir worker Og is the one who verified that the checks were in the system last night before we attempted to cash themI just want the check that is due to me without having to try and cash it hours after it was issued.d I can promise I will never do Business with them againAnd their employer Og is the guy that said the checks
Regards,
*** ***

The cardholder contacted us on March 11th, stating that a fraudulent charge had been made to their cardAt the time we requested the written complaint and documentation needed in order to open a fraud case.We received the documentation on March 15th, and submitted the claim to Visa so that
they could review and confirm the charge was fraudulentAll of these requests are provided with a time frame of days and are not handled directly at EPS.The claim was approved on June 6th, and the cardholder received a credit to their card on that dateThe have used the funds, and to our knowledge the issue has been resolved

The tax return was completed through a self preparation online website 1040.comEPS process the return the way it comes in from the website preparation if the taxpayer chooses to pay their fees out of the refund rather than pay it up front.The person preparing the return would have chosen the way
that the funds are disbursed either Direct Deposit, Check, or a Prepaid E*** card.The account was sent to EPS on 1/25/with the disbursement option of Card chosenAccording to the notes on file the taxpayer called in on January 20th to verify that a card would be mailed to her.As soon as the account is accepted by the IRS the card is mailed outThe IRS rejected the return, but the state funds had been received so the application was pushed through for the taxpayer to receive her card and state funds.The taxpayer did file a complaint with EPS that she felt the mailing time for the card was unfair as she wanted to access her funds immediately, but there is nothing on the account stating that information had been changed up to this point.EPS does not change any account information without receiving a form requesting certain changes and photo IDs from both parties on the application

There are federal regulations in place that require that all customers be identified before funds can be sent outIf the customer's identity cannot be verified the funds either need to be returned to the IRS or we need to collect documentation to verify the customer's identity so we can mail the
funds to themUnfortunately, due to the very high volume of customers the time between a check printing and the verification process can be to business daysWe have received the documentation to verify MrMesner's check at this time and management approved the check to be overnightedThe check is being sent via *** ** and the tracking number is ***, and the check is expected to arrive around pm on Tuesday 3/

The initial card was sent to the address the taxpayer provided at the time of tax preparation on 1/19/On 3/we received contact that the card had not arrived and the address on file was verified as being correctThe $fee is standard for all replacement cardsThe funds were received
from the IRS on 2/24/and were deposited directly into the taxpayers accountNo interest or additional fees, besides the $fee which was agreed upon before the card was replaced, have been collected on the taxpayers funds at any timeAll accounts are non-interest bearing transaction accounts

[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,
*** ***

[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 something.Hello 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***

I am not sure who this complaint was meant forWe do not have any connection to ***We did process a tax refund for *** *** but it was in the form of a check, for a different amount, and the check was cashed back in FebruaryWe have not received any contact from *** ***
regarding his tax refund

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

[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:I do not believe they sent said card, the US Mail is very dependable in my area.  I have talked to carrier, and post office, no reports of mail theft in the area I live.  Second, they have a record of this happening in Revdex.com files, I believe this is a common practice for this company. They could have not charged me the 9.95 fee, if they chose to, however that was not done.  I am sure they don't pay 9.95 for a new card to be issued.
Regards,
[redacted]

All funds were returned to the IRS. The funds can be located by the IRS using trace number [redacted]. The date of the return was 7/10/2015. EPS and E-File did not receive any fees on these funds as the amount was sent back in full on the previously listed date.
This process was put into...

place to protect taxpayers from having their identities stolen.