Santa Barbara Tax Products Group

Dear Ms***, This letter is in response to the rebuttal complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) The purpose of this letter is to confirm that, as of April 6, 2018, TPG has processed the return of funds associated with your Federal Tax Return filing back to the Internal Revenue Service (IRS), specifically the RICS/IVO Division of the IRS in FresnoPlease utilize the “Track a Package” tool on the www.USPS.com website and input the following tracking number, [redacted] ***, for confirmation regarding the receipt of shipment at the IRSAs a courtesy, we have mailed a screen shot of this confirmation to the address on recordPlease be advised, it can take 10-weeks before the IRS acknowledges receipt and post to your accountIt is recommended that you contact the IRS at 800-829-for further details Again, TPG is very sorry for any inconvenience you may have experiencedPlease understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients and help limit identity theft and fraudIf you have any questions or concerns, please, do not hesitate to contact TPG directly at 877-908-7228, Monday through Friday, 7:am to 4:pm Respectfully, [redacted] Program Operations Analyst

March 10, [redacted] Dear Mr [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 29, In your complaint, you stated that you called TPG after learning there was an issue with your account which caused your funds to reject back to TPGWhen you were able to speak to a representative, you were told that there were two options you could do, either have your refund sent back to the IRS or have your identification verified through TPG and receive a check within daysAfter sending in your identification, you waited two weeks and haven’t received your refund We experienced extremely large call volumes which correlated to extremely large funding from the IRSThis unexpected spike in business caused extreme demands on our resources such as our call centerWe apologize for the inconvenience this has caused you and the difficulty in reaching a customer service agent Controls are in place to protect our customers from identity theft and fraudOn February 26, TPG was able to verify your identity and released the hold on the accountThe refund was reissued as a Cashier’s Check and mailed it to your address on recordTPG confirmed that the check was negotiated on March 5, Thank you for taking the time to communicate to us why our service did not meet your expectationsIf you have any other questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

April 21, 2016 [redacted] *** Dear Ms. [redacted] , This is in response to your comments addressed in your rebuttal to Santa Barbara Tax Products Group’s (TPG) response. As we previously explained, because your check did not reach you when it was first processed and mailed in February, you will need to fill out an Indemnity Bond in order to authorize a stop payment on the original check and to allow TPG to reissue a new check. Please fill out the attached Indemnity Bond and send back via fax or email. Please note, you will need to have the Indemnity Bond notarized. Once you submit the Indemnity Bond back to me, TPG can begin to process a new Cashier’s Check. TPG Compliance will provide you the form and instructions via email. This procedure will ensure that you receive your refund in a timely manner. We apologize for the miscommunication from our agent, [redacted] She read the notes incorrectly and suspected that a new check was mailed on the same day that the supervisor had spoken with you. TPG has provided further coaching to the agent. If you have any questions or concerns, please feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pm. Sincerely, [redacted]

March 21, [redacted] ** [redacted] Dear Ms [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the RevDex.com on March 10, Your complaint stated that TPG held your tax return for two weeksYou were able to upload your identification for verification and asked to wait days for TPG to process itAfter waiting the days, you called TPG to learn your identification had not been approved yet You also claimed TPG’s customer service was rude towards you during your conversation We apologize for the inconvenience you experienced and the manner in which you felt our customer service agents handled your inquiryWe have spoken with the customer service representatives regarding your complaint and reminded them of their obligation to always process customer inquiries in a respectful manner Controls are in place to protect our customers from identity theft and fraudOn March 11, TPG was able to approve your identification and release the hold from your accountOn the same date, TPG was able to process your refund as a Cashier’s Check and mail it to the address you providedPlease allow up to days for your Cashier’s Check to reach your addressDue to the volume during the same timeframe, TPG needed extra time to process your documents Thank you for taking the time to communicate to us why our service did not meet your expectationsIf you have any questions or concerns, please feel free to contact me at [redacted] Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Dear [redacted] , This letter is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 23, In the complaint received, you state your refund was forwarded to Santa Barbara Tax Products Group but the company (TPG) will not release the funds, although the IRS funded over a week agoYou further claim it was not clearly disclosed that these funds would not be released directly to your bank account, but would be intercepted by TPGUpon contacting TPG, you were notified to upload a copy of your Driver’s License, so you uploaded immediatelyOn February 22, 2017, you were contacted once again by TPG informing you there was a problem with your upload, therefore requesting you to upload againTPG failed to provide you with any details concerning the “problem” or the need to continue uploading the same documentAt this time TPG has your refund and you wish to resolve this issue as soon as possibleTo give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] BankTPG, on behalf of [redacted] (Bank), offers tax related financial products through a network of independent tax professionals and online tax preparation providersThese products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront feesWhen your taxes were prepared through [redacted] Tax, you chose a Refund Transfer (RT) productWhen the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund, the Bank makes deductions from the refund to pay the tax preparation fees and Bank feeThe balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayerAccording to our records, on January 25, 2017, TPG received your electronic filing record from [redacted] .comThis means that you used [redacted] .com software to prepare your tax return and elected to utilize a “Refund Transfer” (RT) to pay for your software feesOn February 3, 2017, due to certain fraud filters your account was flagged for unusual activity in a non­interest bearing account for additional verificationAt that time, TPG notified you that a hold had been placed on your account via the email address provided upon filing this year’s tax returnTo remove an account hold, we ask customers to simply provide us a copy of their unexpired government issued identification, such as a driver’s license or passportThis allows us to verify your identity and remove the hold from your accountTPG’s verification process can take up to business days to review the IDDue to industry requirements and company policy, if an account is flagged for unusual activity we are required to perform additional account due diligence in order to authenticate the identity of the taxpayer Many companies, including most banks, feel that tax refunds with suspicious account attributes are high risk and rather than trying to perform additional due diligence they simply return the funds to the IRS TPG feels a better option for their valued customers is to try to perform additional steps to validate accounts and release the holds We understand that business days is inconvenient, but we feel confident that a minor inconvenience of seven days is much superior to a - week delay, which is what the customers would be facing if the funds are returned to the IRSOn February 14, 2017, your refund was approved by the IRS and payment was made to TPG, but remained on holdUnfortunately, the identification documentation you sent to TPG was unsuccessful to release the hold and you were asked to re-authenticate on February 22, Customers may have difficulties due to entering incorrect information in the required fields, identification is deemed blurry, or if they abandoned the process before reaching “success” screen On February 28, 2017, TPG was able to validate your identification and released the account holdOn that same day, TPG deducted the fees related to your Refund Transfer and made a payment in the account indicated on your tax returnPlease refer to the detail client letter mailed to the address on file for tracking detailsTPG provided the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreementPlease request and reference the Refund Transfer Application and Agreement from [redacted] TaxThe terms and conditions related to holds will be noted in two separate sections: Acknowledgements(a) You understand that: (i) neither Bank nor Processor can guarantee the amount of your tax year federal tax refund or the date it will be issued, and (ii) neither Bank nor Processor is affiliated with the transmitter of the tax return (Intuit) and neither warrants the accuracy of the software used to prepare the tax return(b) You agree that Intuit is not acting as your agent and is not under any fiduciary duty with respect to the processing of your refund by Bank and Processor(c) Your refund may be held or returned to the IRS if it is suspected of fraud or identity theft Customer Identity Validation DisclosureTo help Bank, Processor and the government identify and fight tax refund fraud, as well as fight the funding of terrorism and money laundering activities, Bank and Processor obtain, verify, and record information that identifies each Refund Processing Service clientWhat this means for you: When you apply to use the Refund Processing Service for the purpose of receiving your federal tax refund, we will ask for your name, address, date of birth, and other information that will allow us to identify youWe may also ask to see your driver’s license or other identifying documents if we need to perform additional due diligence on your accountWe are very sorry for any inconvenience you have experiencedPlease understand that with the heightened fraud in the tax industry, TPG is required to set up processes to protect our clients and help limit identity theftIf you have any questions or concerns, please do not hesitate to contact TPG directly at [redacted] , Monday through Friday, 7:am to 4:pmSincerely, [redacted] Compliance Analyst

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 First, I have never received an e-mail from this company, although [redacted] successfully sent me e-mails after my filingOnly when I called the IRS did I discover that this company was holding my refund When I sent copies of my ID, I had to search for the web site to discover that they were still holding my money ransom, and I had to resend my information.Second, when the account cleared they had withdrawn an additional $over the original feeNowhere in the contract does it legalize a second, larger withdrawalSo this company manufactures a phony story about the account, holds the refund until a ransom of $is paid$isn’t a lot, until you realize this company is handling millions of refunds, and skimming $off even 500,of them would net $million dollars Regards, [redacted]

April 11, [redacted] Dear Mr***,>This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on April 1, In your complaint, you stated that your tax return was rejected and you were asked to submit information to verify your identityYour identity was verified and a check was issued on March You have not received your check since TPG sent it to youYou have also been unable to speak with a representative regarding this matter We experienced large call volumes which correlated to extremely large funding from the IRSThis unexpected spike in business caused an extreme demand on our resources such as our call centerWe apologize for the inconvenience this has caused you and the inability for you to reach live customer service In the scenario you described, TPG placed a hold on your account because the account you tried to deposit your funds into was frozen TPG requested you to upload a form of identification to be verified to allow TPG to release the hold from your accountOn March 16, TPG received your documents, verified your account and released the holdThe refund was reissued as a Cashier’s Check to the address on file, but you claimed it has not reached you Please fill out the attached Indemnity Bond and send back via fax or emailAn Indemnity Bond will authorize a stop payment on the first Cashier’s Check sent to you and allow TPG to reissue a new checkPlease note, you will need to have the Indemnity Bond notarizedOnce you submit the Indemnity Bond back to me, TPG can begin to process a new Cashier’s CheckTPG Compliance will provide you the form and instructions via email Thank you for taking the time to communicate to us why our service did not meet your expectationsIf you have any other questions or concerns, please feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

[redacted] Ave [redacted] OH [redacted] Re: Case [redacted] May 21, Dear [redacted] , This is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) to the RevDex.com of San Diego on May 19, regarding service issues Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo TaxOn February 10, the IRS funded your federal return; fees were deducted to pay your Turbo Tax user fees and an additional bank deposit product feeThe balance was deposited to the account instructed on The Citizens Banking Company Refund Processing AgreementYour Bank rejected the funds and declared the account an R“Account Closed”The funds were returned to TPG on February 13, TPG notifies the customer, through e-mail, at the time of funding, that the refund has been received and will be deposited into the bank account The customer is given the TPG website and phone contact information if they have any questions or concernsTPG allows taxpayers the opportunity to correct their initial mistake and avoid reprocessing until the item is reprocessed, which may be several days or several weeks Customers may utilize the TPG website to change their account information However, no attempt was ever made relating to your account In regards to fees, TPG charges a commercially reasonable processing fee to cover the expenses associated with reprocessing these items Most banks typically charge between $and $for return item feesIn this case, you were charged a $reprocessing fee for the rejection of funds and an additional legal processing fee of $to return funds back to the IRSNo interest is earned on your deposit and your deposit is not being used by any financial institution during the processing of your refundThis process along with the associated fees is disclosed in different sections of the Turbo Tax Refund Transfer application TPG has returned funds associated with your tax return filing back to the Internal Revenue Service, specifically the RICS/IVO Division of the IRS in Fresno, on March The funds were sent back electronically via the FMS ACH Credit Gateway process Please allow approximately 10-weeks from the date for the IRS to acknowledge receipt of fundsIt is recommended that you contact the IRS at ***-***- [redacted] for further details Please feel free to contact me at ***-***-***, Monday through Friday am to pm, if you have any further questions or concerns regarding this complaint Respectfully, [redacted] Compliance Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Dear Ms [redacted] , Yesterday, banks industry-wide experienced unusual IRS funding patterns impacting a significant number of taxpayersFunding arrived a day late for taxpayers that had an expected refund date of February 6thThe IRS website indicates that refunds were sent to the taxpayer’s bank on February 6th, however most funds will not be available until February 7th due to the IRS releasing funds one day later than expectedTaxpayers in this group that requested an ACH direct deposit should see the refund in their bank account today or Monday for those that have confirmed deposit by the IRS We assure you that Tax Products Group disburses funds immediately as they are received from the IRS According to the IRS website, “your refund was sent to your bank on February 6, for direct deposit” and “if your refund is not credited to your account by February 11, 2014, check with your bank to find out if it has been received” The IRS is allotting days to allow your financial institution to post the funds into your personal account Upon review of your TPG record, your funds were disbursed via ACH direct deposit on February to your banking institution It is recommended that you contact your bank to discuss details regarding this transaction and to inquire when the pending funds will be accessible to you You also stated in your complaint that the IRS “said they sent pre authorizations prior to 02/06/2014” Even though pre authorizations were sent, funds were not available to draw down from the Federal Reserve until February 6, TPG processed these monies immediately that same day TPG also provided notification of the delay to all affected customers via message on our customer service line as well as on our website We apologize that our customer service line was busy and you were unable to get through until later that day Our call volume is extremely high during tax season We thank you for the inquiryIf you have any further concerns or questions regarding this complaint, please feel free to contact me directly at ###-###-####, Monday through Friday am to pm PST Respectfully, [redacted] Compliance Assistant Santa Barbara Tax Products Group

March 2, [redacted] Dear Mr***, This is in response to your complaint filed against Santa Barbara Tax Products Group through the Revdex.com on February 22, Your complaint stated that once you learned your account was placed on hold, you tried speaking with TPG’s customer service to learn why there was a holdYou were unable to speak to someone after calling a number of times which is why you filled a Revdex.com complaint We are experiencing extremely large call volumes which correlates to an extremely large, and unexpected, funding from IRSThis unexpected spike in business has caused extreme demand on our resources and unfortunate delays in processing We apologize for the inconvenience this has caused you and the manner in which your inquiry was handled by our Customer Service agents Controls are in place to protect our customers from identity theft and fraudOur Risk Department has contacted your wife, [redacted] ***, on February to discuss your complaintTPG was able to verify her information and release the hold from your accountYour refund will be direct deposited into your account the same day your wife has spoken with us If you have any other questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

This place is a joke and I can not believe that I am going through this with this companyMy refund in the amount of $has yet to be sent to meSomething told me to verify my account information with turbo tax because I hadn't received my refund yetI notice that my account number was missing the first number and the last number so I called this TPG and made them aware of this on the of Feb because the IRS had sent the funds to me on the 9thTPG insisted that I use this fake tracking number and call my bank because normally they would go ahead and submit the fundsMy bank then took hours to research a tracking number that didn't existSo I call TPG and the rep tells me that I need to speak to someone from the ACH departmentOnce again I was told they did not receive a deposit with this tracing numberI went online and began to do my research on TPGMysteriously I am not the only one this has happen to and they do not call you or email youI sent an email to them on the Today I am just now receiving an email from tell telling me that the issue has been resolved and that I need to now again call customer serviceI was told by customer service that I need to send in verificationSo I go on the website and it says that my information would be verified in daysSo I call after days and now I am being told that it will take business days because of back upThis company is misleading at its finest! I will never use Turbo Tax again or anything that is associated with TPGThe rep also told me that they would just send the funds back to the IRS and how long would it take to get my fundsWell its going on weeks so it looks like I would of been better off having my check in the mailMY sister suggest I speak to a lawyer because how is it that the IRS sends out the funds after verification and now this company wants to hold your fundsThere are so many horror stories about this company Great Ive been on hold for minutes and a recording comes on and tells me that I need to call again at a later time and the line hangs up

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 Complaint detailed several times the arbitrary willingness of SB TPG contacting me via phone and email, but unwilling to follow up, or as the case was when I finally got in touch with them, that they did not document contact with me, yet processed the request for a replacement check Furthermore Given the nature of the validation system, it seems that it would not be difficult (I work in IT for a major communications company, so I'm very familiar with CPI and other standards) that you could allow someone to "reset" the validation once proving you've talked with the customer and the check has not been cashedI found that the SB TPG failed to document their customer interactions, as per the admission of an operator who "could not find any notes" on previous calls and then proceeded to hold a check AFTER notification via email that it was processed and in route Furthermore once I finally started the process again, I had to keep calling in and navigating this chain (including much time on hold) to get a tracking number when the check was sent via *** Given you had my email address already from the processing of my taxes, it would have been no small measure to include me on the tracking rather than require I call back in Again, I work in IT and I have to ship equipment constantly, I know how [redacted] online accounts work.In short, I found that SB TPG operated inconsistently, with no actual regard for the customer experience.Their processes need to be reviewed as this behavior would not be tolerated at a major Cable Company, but less a bank Regards, [redacted]

February 24, [redacted] Dear [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 16, In your complaint you stated that there was an issue with your account and TPG needed to put your account on hold to verify your informationYou tried updating your banking information and was still unable to know whether your information was processed Since there was an error with your account information, TPG had to put your account on holdAs of February 17, 2016, TPG was able to verify your information and release the hold on your accountYour record confirms that the check was cashed on February 24, If you have any questions or concerns, please feel free to contact me at [redacted] Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

0in 0in 0pt;"> [redacted] RE: Case [redacted] Dear [redacted] ***, This is in response to the complaint filed against Santa Barbara Tax Products Group to the Revdex.com on February 28, regarding billing or collection issues When your taxes were prepared through [redacted] and Tax Services, you chose to deduct your fees from your refundWhen the taxpayer selects our bank product, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund, the Bank makes deductions from the refund to pay the tax preparation feesWhen we spoke on the phone you acknowledged you signed and agreed to these termsAs a courtesy, we will remit your fee for a total of $via Cashier’s Check in order for you to return all monies back to the IRS If you have any further concerns or questions regarding this complaint, please feel free to contact me at [redacted] , Monday through Friday am to pm PST Respectfully, [redacted] Compliance Analyst

February 15, [redacted] Dear Ms [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) with the Revdex.com on February 10, You contacted TPG’s customer service regarding an error with your direct deposit account numberYour complaint stated that [redacted] had a numerical error and dropped the last digit from the account number during the filing process On February 9, 2016, TPG processing on behalf of Civista Bank disbursed your tax related Refund Transfer (RT) proceeds to the account directed by you in your electronic applicationFunds in the amount of $3,were sent out via ACH to RTN: [redacted] and DAN: [redacted] as directed by the RT application from [redacted] ***The deposit to the above account was confirmed by the outgoing trace# [redacted] The routing number in your record belongs to [redacted] and the ACH Department can be reached at [redacted] Please use trace number [redacted] and work with them directly to recover your funds If a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bankIn these cases the receiving bank “rejects” the transaction, and returns the funds to the sender, in this case TPGTPG will then re-disburse your funds via check New funds cannot be re-disbursed until the rejected transaction is returned to the BankAt this time, no funds have been rejected back to TPG If funds are not available or the bank refuses to return the funds, TPG cannot compel the bank to do so The case may then become a civil matter between you and the financial institution and/or the owner of the account into which the funds were deposited If you have any questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance analyst

April 19, [redacted] class="MsoNormalCxSpMiddle"> Dear Ms [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on April 13, In your complaint you stated that your tax return was approved by the IRS on March You learned there was an issue with your account number which caused your refund to be redirected to TPGYou were not aware that TPG was involved with your refundOnce you called TPG, you were asked to submit your identification to release the hold on your accountAfter submitting your identification numerous times, TPG was still unable to correctly verify your identityAs of April 14, you have not received your refund Please allow me to explain the role of TPG in this matter TPG, on behalf of the Bank, offers tax related financial products through a network of tax preparation franchises, independent tax professionals and online tax preparation providers These products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront costs (please reference attached screen shots) When your taxes were prepared through Turbo Tax, you chose a Refund Transfer (RT) product When the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the Bank When the Bank receives the IRS refund (usually less than days from the filing date), the Bank makes deductions from the refund to pay the tax preparation fees and Bank fee The balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayer Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo TaxOn March 15, the IRS funded your federal return; fees were deducted to pay your Turbo Tax user fees and an additional Bank processing fee for the RTThe balance was deposited to the account instructed on the Civista Bank Refund Processing AgreementYour financial institution rejected the funds because they were unable to locate the specified account You may contact the ACH Department at your financial institution and provide them with trace number: [redacted] for further details regarding the rejection of fundsThe funds were returned to TPG on March 18, In the scenario described in your complaint you have chosen a do-it-yourself (DIY) tax preparation software package such as Intuit’s popular TurboTax productIf a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bank Often times this occurs because the taxpayer has entered incorrect bank account information or the account is closed In these cases the receiving bank “rejects” the transaction, and returns the funds to the sender, in this case TPGTPG in not made aware of this error until the receiving bank rejects the transaction back to TPG On April 15, TPG’s Risk Department was able to verify your identity and released the hold on your accountOn the same day, TPG sent your refund as a Cashier’s Check to your mailing address on recordPlease allow up to business days to receive your check While the process of converting the rejected deposit to a paper check ultimately provides benefit to the customer, there is a substantial cost to TPG for handling these itemsTPG charges a commercially reasonable processing fee to cover the expenses associated with processing these items Most banks typically charge between $and $for return item feesPlease review your application and agreement on the Turbo Tax website for full disclosure (a sample version is attached)TPG charged a $reprocessing fee to convert the rejected direct deposit transaction into a Cashier’s Check You were also charged a $legal processing fee because your funds were unclaimed and were in queue to be batched back to the IRS Once you contacted TPG, TPG refunded the $legal processing fee and included it in your refund check Please note, you stated that you were not notified of the hold on your refundTPG has since implemented a process for when holds are placed on funds to send email notifications to customers informing them of the hold and providing instructions on how to have the hold released by uploading a photo of their identification for verification by TPG Thank you for taking the time to communicate to us why our service did not meet your expectationsIf you have any other questions or concerns, please feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

March 3, [redacted] Dear Ms [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 23, In your complaint you stated that, you tried calling TPG to inquire the status of your refundWhen you did try to speak to a representative at TPG, you were unable to because you stated that you were disconnected each time We are experiencing extremely large call volumes which correlates to extremely large funding from the IRSThis unexpected spike in business has caused extreme demand on our resources and unfortunate delays in processing We apologize for the inconvenience this has caused you Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through [redacted] ***On February 17, the IRS funded your federal return; fees were deducted to pay your [redacted] user fees and an additional Bank processing fee for the RTThe balance was deposited to the account instructed on the [redacted] Refund Processing Agreement [redacted] rejected the funds and declared the account an R/ “No Account – Unable to Locate Account”You may contact the ACH Department for your financial institution at [redacted] and provide them with trace number: [redacted] , disbursement amount: $7,and date of disbursement: 2-17-for further details regarding the rejection of fundsThe funds were returned to TPG on February 19, Controls are in place to protect our customers from identity theft and fraudOn February 29, TPG was able to verify your information, released the hold on your account and mailed the check to your address on recordPlease allow up to days for receipt of the check in the mail Thank you for taking the time to communicate to us why our service did not meet your expectations We have every desire to address your needs and provide the best solution available to resolve your issue as soon as possible We hope the points listed above offered a fair solution If you have any other questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst