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Refund Advantage Reviews (39)

Due to an internal miscommunication between banking partners, this consumer’s funds were inadvertently delayed. However the issue was resolved, and funds were released last month on the 9th of March. The consumer verifies that they have received the funds, and controls were put into place...

between banking partners to prevent future occurrences of this nature. At this time, the Bank has closed the case file after verifying with the consumer that their needs were met.[redacted]Director of Client Operations

See attachment for original document.On the following day, 2/16/2017, the taxpayer contacted us at 6:01 PM and 6:39 PM EST. On 2/18/2017, the taxpayer contacted us at 4:24 PM EST. On 2/21/2017 at 9:43 AM EST, the tax payer contacted us again, and we again directed her to Records indicate that upon...

initial visit with her tax preparer, the taxpayer requested that the proceeds from her tax refund be provided to her via a check to be issued through Refund Advantage's service (1/31/2017 at 9:30 PM EST).Subsequent to that initial application, information was sent to Refund Advantage to change the method of proceed delivery to an ACH direct deposit to a specified routing and account number. System records verify that the change was made on 2/8/2017 at 8:5 AM EST. That change was made using the unique fog-in and password for the payer's tax preparer.We had received the government refund on 02/09/2017 and initiated an ACH direct deposit to the account specified by her tax preparerThe tax preparer contacted Refund Advantage on 2/14/2017 at 4:33 PM EST to notify us that the routing and account information for the taxpayer was incorrect. Because we had already disbursed the funds to the account specified for the taxpayer, Refund Advantage immediately initiated an ACH Request with the receiving bank to attempt to research the issue on behalf of the taxpayer,On 2/15/2017, the taxpayer telephoned Refund Advantage at 10:11 AM, 10:33 AM, 10:53 AM, 11:12 AM, 11:42 AM, and 11:52 AM EST. By 12:00 PM on 2/15/2017, the receiving bank had identified that the funds were deposited to a card, At 12:15 PM, our client operations division attempted to contact the taxpayer to relay that information, including contact information and appropriate steps to take to reclaim her funds; however, she hung-up on our client operations employee. The employee attempted to call her back; however, the taxpayer did not answer the phone, and we were forced to leave a voicemail,Later the same day on 2/15/207 at 1:33 PM, the taxpayer called us again, and we provided her with the information necessary to contact the card company, The taxpayer contacted us again, instead of the card company, at 8:07 PM EST.contact the card company directly; the taxpayer responded that she "was busy and would just call back later," Later that day on 2/21/2017 at 10:13 AM EST, the taxpayer called us again and asked for update. She was told that we had received notification that the card company had completed their investigation, and we again advised the taxpayer to contact the card company directly.On 2/23/207 at 2:44 PM EST, we received a U.S. Treasury Trace request from the Department of Treasury, We presume that this trace request was initiated by the government after the taxpayer contacted then. -?In order to resolve this issue, the taxpayer needs to contact the card company, as we have repeatedly advised her,

Thank-you for taking time out of your day today to assist me in resolving this matter. Not sure why our original response to Ms. Emily Piaga never made it across to you, but happy to get this into your hands. “Our [redacted] was notified by Ms. [redacted] on March 7th at 1:17 pm EST, that she did not...

receive her Federal Tax Return into the depository account that she provided to her tax preparer. In speaking with the tax preparer, we identified that a change request was submitted by the tax preparer’s office, by someone with the correct log-in and password information – who altered the delivery destination for the return. Between March 7th – March 15th, we attempted to collect those funds from the other [redacted] on behalf of the consumer and worked with the tax preparation office to determine the cause of the change request. On March 15th, in order to not inconvenience the consumer, the [redacted] issued Ms. [redacted] a check in full for the amount of her refund, while our internal investigation continues. Ms. [redacted] was contacted on March 15th at 1:15 pm EST to verify the account information and routing information of where the funds were to be sent. On March 16th at 10:30 am EST, we contacted Ms. [redacted] and verified that she had received her funds. This investigation is currently open, however we believe the issue with Ms. [redacted] has been closed – as confirmed by Ms. [redacted] during on follow-up conversation with her on the 16th of March.”[redacted] | Chief Compliance Officer | Refund Advantage, a Division of MetaBank

Records indicate that upon initial visit with her tax preparer, the taxpayer requested that the proceeds from her tax refund be provided to her via a check to be issued through Refund Advantage's service (1/31/2017 at 9:30 PM EST).Subsequent to that initial application, information was sent to Refund Advantage to change the method of proceed delivery to an ACH direct deposit to a specified routing and account number. System records verify that the change was made on 2/8/2017 at 8:51 AM EST. That change was made using the unique Fog-in and password for the payer's tax preparer.SEE ATTACHMENT FOR ORIGINALWe had received the government refund on 02/09/2017 and initiated an ACH direct deposit to the account specified by her tax preparerThe tax preparer contacted Refund Advantage on 2/14/2017 at 4:33 PM EST to notify us that the routing and account information for the taxpayer was incorrect. Because we had already disbursed the funds to the account specified for the taxpayer, Refund Advantage immediately initiated an ACH Request with the receiving bank to attempt to research the issue on behalf of the taxpayer.On 2/15/2017, the taxpayer telephoned Refund Advantage at 10:11 AM, 10:33 AM, 10:53 AM, 11:12 AM, 11:42 AM, and 11:52 AM EST. By 12:00 PM on 2/15/2017, the receiving bank had identified that the funds were deposited to a card. At 12:15 PM, our client operations division attempted to contact the taxpayer to relay that information, including contact information and appropriate steps to take to reclaim her funds; however, she hung-up on our client operations employee. The employee attempted to call her back; however, the taxpayer did not answer the phone, and we were forced to leave a voicemail.Later the same day on 2/15/2017 at 1:33 PM, the taxpayer called us again, and we provided her with the information necessary to contact the card company, The taxpayer contacted us again, instead of the card company, at 8:07 PM EST.On the following day, 2/16/2017, the taxpayer contacted us at 6:01 PM and 6:39 PM EST. On 2/18/2017, the tax payer contacted us at 4:24 PM EST, On 2/21/2017 at 9:43 AM EST, the taxpayer contacted us again, and we again directed her to contact the card company directly; the taxpayer responded that she "was busy and would just call back later." ater that day on 2/21/2017 at 10:13 AM EST, the taxpayer called us again and asked for update. She was told that we had received notification that the card company had completed their investigation, and we again advised the taxpayer to contact the card company directly,On 2/23/2017 at 2:44 PM EST, we received a U.S. Treasury Trace request from the Department of Treasury. We presume that this trace request was initiated by the government after the taxpayer contacted them,ln order to resolve this issue, the taxpayer needs to contact the card company, as we have repeatedly advised her.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Still I have not received  my tax refund. This now has become a LEGAL matter. This is now being investigated. Again I never authorized anyone to redirect my money. You would think a Business would be kind of enough to get back my funds. Contacting a prepaid card is no help. These people knew what was going on. Allowed someone to change my information. This is tax fraud. As well as identity theft.
Regards,
[redacted]

Our customer called with questions regarding the disbursement of her Refund Transfer funds.  “Refund Transfer” funds are proceeds of a taxpayer’s federal or state refund after having been processed by a Refund Transfer program.  Refund Advantage is a Refund Transfer program serving...

taxpayer customers across the United States. The customer’s Refund Transfer was to be released as an ACH to the customer’s personal bank account.  The funds were sent via ACH to the account on 2/2/2016.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]I did not sign any statements that stated there were additional fees! I only signed a consent for the gentleman to complete my taxes. I would like copies of everything sent to me. The gentleman refuses to give me copies of the forms. Once again I was told by the gentleman that the form he asked me to sign was a consent form for him to view my personal information to complete my taxes. No fees were discussed and no form was signed that stated otherwise!!
Regards,
[redacted]

Due to an internal miscommunication between banking partners, this consumer’s funds were inadvertently delayed. However the issue was resolved,...

and funds were released last month on the 9th of March. The consumer verifies that they have received the funds, and controls were put into place between banking partners to prevent future occurrences of this nature. At this time, the Bank has closed the case file after verifying with the consumer that their needs were met.
[redacted]
Director of Client Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]Nothing that was said in response to me addresses the issues. I am very disappointed that this is still not resolved.Here are a few of the issues I have with this situation:After reading through your user manual there are some very important statements about tax prepares making sure that they are very clear about the process. For example: (Directly from the user manual of 2013)**Steps 1 through 5: Before you Begin the Tax Return, Discuss the Different Refund Options and Fees with the Taxpayer(s): Have the taxpayer sign the IRS required “Consent to Use” form. Then, explain the difference between a free direct deposit or a paper check from the IRS and the fee-based Refund Advantage products.**Step 9: Make Sure the Taxpayer Reads and Understands All of the Paperwork: The paperwork must include the bank product application and agreement, the “Consent to Use” form and the “Consent to Disclose” form (as required by IRS) and the card user’s guide containing the terms and conditions of the card (if a card disbursement was requested). Give your client sufficient time to read disclosures on the costs associated with the products. Please note that your state may have additional oral disclosure requirements (see item 6 on page 5 for more information). **Step 10: Make Copies of All Paperwork for Your Files and Make Sure the Customer Has a Complete Copy of All Paperwork: Copies of all signed paperwork (and IDs) must be securely retained in your files for 5 years and made available to Refund Advantage, Ohio Valley Bank, and government regulators upon request.[redacted]ERO Business Practices and Procedures As a business owner, you are required to understand and follow applicable federal law and regulations that affect your business, including the Gramm-Leach-Bliley Act (also known as the 1999 Privacy Act), and the Federal Trade Commission Act. Additionally, you must use responsible business practices in the operation of your business. We are required to perform periodic reviews to ensure you follow these procedures, as well as other procedures outlined in this Users Guide. This may include visits to your office to review taxpayer bank product documents, various office procedures, and your security practices and procedures. If you are found not to be following the guidelines, we may be forced to suspend you from the program. [redacted]ERO COMPLIANCE WITH OTHER CONSUMER LAWS There are various federal laws that impact the offering of bank products. Section 5 of the Federal Trade Commission Act (FTC Act) prohibits deceptive acts or practices in the conduct of business. The omission of information may also violate the act if it is considered to be an unfair omission. This means that you must practice responsible business practices when discussing a possible bank product with a customer. In your discussions with a customer, you must provide a full disclosure of all the ways a customer may receive an IRS refund. You must include the following points in your discussions with customers: ? Present all tax refund options to the taxpayer beginning with IRS options, followed by the bank product options from least expensive to most expensive. ? Tell the taxpayer that they are not required to apply for a bank product, but may elect to receive a refund directly from the IRS. ? Present the costs and fees that will be deducted from the refund amount if a bank product is selected. Please note that when setting your fees, you CAN NOT charge higher tax preparation or electronic filing fees based on whether or not a taxpayer chooses to apply for a bank product. Federal regulations prohibit you from basing your fees on the size of a refund or whether or not a taxpayer receives a bank product. ? Taxpayer must be given adequate time to review all documents, including the Application and all forms. ? You must allow adequate time for the taxpayer to ask questions, and you must provide honest, factual answers.  After reviewing the user manual which is stated above I have a problem that this issue is not getting resolved. First, your company needs to understand the person who completed my taxes is not cooperating. He refuses to have a meeting to discuss the issue. You all are involved in the situation because you allow people to use your product and not comply with the instructions that have been given. Here are a couple of things that have not been disclosed that clearly do not follow the regulations according to the consumer laws and your user manual.1. All options were not discussed with me or my finance'. We were told that we would pay a fee of $300 a piece. We were not told told about the additional fees, bank products, etc. It clearly states that ALL options should be discussed with the taxpayer and that a FREE direct deposit is an option!! It says I am not required to purchase a bank product. I did not ask to purchase a bank product and it was not discussed with me........That is a huge issue....2. My fiance and I only signed one paper....It was a consent form to look at our information and complete our taxes. We were not given copies of the form and the gentlemen refuses to give us a copy! It clearly states that all paperwork should be copied for the taxpayer and that it should be clear to understand.3. Consumer laws state that it ....prohibits deceptive acts or practices in the conduct of business..... The gentleman has clearly done so. Unfortunately, he refuses to take our calls or text for a meeting. Also from what I know he is still using your software and has not been suspended.   I do not understand how you can state that you are not involved when your company's product is being used?A further investigation needs to be done on the gentleman and something needs to be done to resolve this matter. Your company has not been helpful with resolving the issue and I clearly know my rights according to the law and what is stated in your manual. If you all cannot investigate this matter further and I am not returned the money that is due in the amount of 1,600. I will have no other choice than to file a claim in court against Refund Advantage and also the gentleman.Regards,
[redacted]

+1

Our customer called with questions regarding the disbursement of her Refund Transfer funds.  “Refund Transfer” funds are proceeds of a taxpayer’s federal or state refund after having been processed by a...

Refund Transfer program.  Refund Advantage is a Refund Transfer program serving taxpayer customers across the United States. The customer’s Refund Transfer was to be released as an ACH to the customer’s personal bank account.  The funds were sent via ACH to the account on 2/2/2016.

Ms [redacted] called Refund Advantage to let us know she did not receive her Refund Transfer check in the amount of $3816.10 from 2014.  A check was reissued to Ms [redacted] and sent via Fedex overnight to arrive 2/13/2015.  Client Operations spoke with...

Ms [redacted] on 2/12/2015 to let her know and she was pleased that the check would arrive to her new address the next day.

The tax preparation office that the tax payer selected and used has provided us signed copies of all disclosures, signed by the tax payer. These disclosures include all fees charged by the tax preparation office.  This issue is not between Refund Advantage and the tax payer, but rather the tax...

payer and their selected tax preparer, as such this complaint is limited to those two entities and Refund Advantage has no additional information to provide.” Tell us why here...

The person assigned to your account does not return calls. When you ask to speak with a supervisor they say no. I told them my name and information and they said I was not that person. I was treated as if my feminine voice could not belong to a man.

They hold your dd! Dont ever use this company..

Refund Advantage -FIU personnel  have been working with Ms. [redacted] since May on her complaint, as evidenced by...

her reference to the correspondence we sent her on 5/13/16.    Unfortunately, her allegation involves a potential criminal offense and involves a lengthy process for determining whether she was the victim of a “forgery”.  She has reported this matter to the police, which is what we recommended, however we have no control over the status of the current police investigation into this matter.   Any follow up or recommendations regarding the investigation, apprehension and prosecution of those involved is between the victim- Ms. [redacted] and the police/prosecutorial authorities.  We will support the police investigation in any way possible and do so on a regular basis with local, state and federal agencies across the country.  
 
Separate from the police investigation-we are attempting to assist her, through the only legal remedy we have available, by filing an administrative claim through the [redacted].  Ms. [redacted] has been instructed in both phone calls and correspondence that this process can take an extended period of time.  The 9O days that she references is merely used as a guide for an “estimated” average  time of review and disposition of a case.  Furthermore, that estimate is based upon the submission and receipt of the  fully completed  “complaint package” by the [redacted], NOT from the time the offense was reported to us.  We have had  numerous contacts with Ms. [redacted], even as recently as 10/26/16, when she was told that the process still ongoing, and we had not yet received a final determination  from the [redacted].  Regardless of the outcome, we will provide her with the final disposition of her case as soon as we receive it.  The final determination is totally within the discretion of the [redacted]- we are merely assisting her in attempting to recover her funding.  Rest assured that we wish to resolve this manner as efficiently and effectively as possible and we will communicate the final outcome to Ms. [redacted] immediately upon receipt. 
 
Tell us why here...

HORRIBLE EXPERIENCE! They received my refund on 2/2/2016 and assured me that my refund would be direct deposited by 2/3/16 ; called back to check status it was then blamed on my bank ( [redacted]) ACH department! After a conversation on 3 different occasions with my bank. I called Refund Advantage that then assured me it would show up in my account by noon. Needless to say it still hasn't posted and is still NOT PENDING. I feel that its very unprofessional and a true inconvenience for patrons that want was is due to them. I rate this company a F- . I would never recommend nor use anyone who uses this company again!

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Address: P O Box 24462, Louisville, Kentucky, United States, 40224

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