Santa Barbara Tax Products Group

February 29, [redacted] ***> Dear Mr***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 19, Your complaint stated that the IRS funded your return and directed it to TPG on February 17, but the funds were rejected on the February by your bank Your refund was consequently placed on a holdYou provided TPG with the appropriate identification to verify your account but were unable to receive your refund 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 Your financial institution rejected the funds and declared the account an “R17”You may contact your financial institution and provide them with trace number: [redacted] for further details regarding the rejection of fundsThe funds were returned to TPG on February 18, If a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bankOften times this occurs because the taxpayer has entered the incorrect bank account information or the account is closedIn these cases, the receiving bank “rejects” the transaction, and returns the funds to the sender, in this case, TPGTPG has nothing to do with the incorrect account information entered by the taxpayer or the receiving bank’s decision to reject the fundsOnce TPG receives the rejected refund, the company has the option of making another attempt to disburse the funds to the customer or simply return the funds to the IRS Controls are in place to protect our customers from identity theft and fraudTPG was able to verify your identity and released the hold from your accountOn February 22, TPG issued your checkPlease allow up to days for the check to reach your address on file 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

[redacted] Dear Mr [redacted] Our sincere apologies, I agree that this should not have happenedThe information you were given was incorrectI reviewed your case with the Manager and team in order to clarify procedures and provide further trainingIn addition, we are currently evaluating how we can enhance our process to avert this problem from occurring again in the future We appreciate you bringing this to our attention and thank you for your input and feedbackOn March 8, 2016, TPG reimbursed the processing fee via direct deposit Cathy Kissinger Senior Compliance Analyst

February 26, [redacted] Dear Mr [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group through the RevDex.com on February 19, In your complaint you stated that after providing your identification for TPG to verify your account, you were given an array of different time frames for when your verification will be processed If a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bankOftentimes this occurs because the taxpayer has entered incorrect bank account information or the account is closedIn these cases, the receiving bank rejects the transaction, and returns the funds to the sender, in this case, TPGTPG has nothing to do with the incorrect account information entered by the taxpayer or the receiving bank’s decision to reject the fundsOnce TPG receives the rejected refund, the company has the option of making another attempt to disburse the funds to the customer or simply returning the funds to the IRS Controls are in place to protect our customers from identity theft and fraudTPG has requested you to provide your state license and social security number in order to verify that you are the correct account holderYour information was then verified and the hold on your account releasedOn February 20, TPG processed your tax refund as a check and mailed it to you on the same datePlease allow up to days for the check to reach your listed address 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

Dear Ms [redacted] , This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 28, To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] Bank (Bank)TPG is a third-party processor for the BankThrough this relationship, [redacted] is able to offer tax products which are sold through TPG through independent tax professionals and online tax preparation servicesThe product you have used through TPG, called a “Refund Transfer”, allowed you to pay for your tax preparation fees and RT processing fee directly out of your tax refundThis service is optionalThis saved you the difficulty of paying these fees upfront to the software provider, [redacted] Tax First and foremost, we would like to apologize for your experience with conflicting information with Customer Service at TPGWe take your complaint very seriously and are committed to providing our customers with an accurate and positive experience with our company According to our records, on January 25, 2018, TPG received your electronic filing record from [redacted] TaxThis means that you used tax software to prepare your own tax return and elected to utilize a Refund Transfer to pay your software feesOn February 21, 2018, your refund was approved by the IRS and payment was made to TPGOn that same date, TPG deducted the fees related to your Refund Transfer and made payment via direct deposit to the account indicated on your RT Application and Agreement On February 22, 2018, your financial institution, [redacted] ***, blocked the deposit of your tax refund into your account and returned the funds to TPGWe apologize for any inconvenience or hardship this has caused you, but you can be assured that neither TPG, nor your tax preparation service, [redacted] Tax, contributed in any way to the decision to block your tax refund from being deposited into your [redacted] Bank account and your refund being returned to the IRSThe decision to return your tax refund was exclusively initiated by [redacted] *** [redacted] has flagged your account as an Rfor suspicion of fraud and directed that your refund be returned directly to the IRSDue to laws which govern electronic payments, TPG cannot refuse to honor the instructions of [redacted] or intervene on your behalf Please reference the detailed client letter mailed to the address on records for information regarding, RTN, DAN, Bank ACH contact and trace numbers On February 22, 2018, TPG began the process to have the funds returned to the Internal Revenue Service (IRS), specifically the RICS/IVO Division of the IRS in Fresno, CAPlease be advised this process can take several weeks for TPG to process back to the IRSOnce we have returned funds to the IRS it can take 10-weeks before they acknowledge receipt and post to your accountIt is recommended that you contact the IRS at 800-829-for further details As of March 28, 2018, you have been informed by TPG that funds related to your Federal Tax Refund have been releasedTPG is very sorry for any inconvenience you may have experiencedHowever, TPG has 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 agreementTherefore, we must deny your request for fee re-imbursement Please 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

February 23, [redacted] * [redacted] , [redacted] Dear Ms***, We are writing in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 17, Please allow me to explain the role of TPG in this matterTPG, on behalf of [redacted] (Bank), offers tax related financial products through a network of tax preparation franchises, 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 13, 2017, TPG received your electronic filing record from [redacted] TaxThis means that you used tax software to prepare your tax return and elected to utilize a Refund Transfer to pay your software feesTPG received the data file and no monies were transferredOn February 22, 2017, your refund was approved by the IRS and payment was made to TPGOn February 22, 2017, TPG deducted the [redacted] Tax user fees and RT fee and made payment to the bank account indicated on your tax returnPer the IRS, taxpayers can generally expect refunds to be issued in less than days after the electronic return was acceptedOf course, certain factors can cause delays to taxpayer refunds which are out of the control of TPGFor example, if your return contains Earned Income Tax Credit (EITC) or Additional Child Tax Credit (ACTC), the IRS will not issue your tax refund before February 15th, which means you can expect your deposit the week of February 27thTo keep you informed about the status of your refund payment, you may use the following tools, which are updated in real time: • Please utilize the “Where’s My Refund” tool a the IRS to check on the status of your refund - https://www.irs.gov/refunds • Please log into your TPG account on our website to get up-to-date information about your Refund Transfer filingAdditional information is available through our help center and automated phone centerWe encourage you to read about possible payment delays in more detail by viewing the IRS website at https://www.***.***/ [redacted] / [redacted] If 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:pmRespectfully, Santa Barbara Tax Products Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I called multiple times and whoever this is that responded is not being honest with her answer, when I told them I was waiting since February someone personally called me and said TPG NEVER sent the check in February they sent it in MarchI called and asked about the indemnity prior and was told I could not do that cause I did not qualifySo at this point I want my funds done alternatively as they advertised.
Regards,
*** ***

June 16, *** *** *** *** *** *** *** *** ** ***
Dear Ms***, This is in response to your comments addressed in your rebuttal to Santa Barbara Tax Products Group’s (TPG) responseOn behalf of TPG, I would like to apologize for the confusing timeframe our TPG representatives gave you during this timeTPG gives taxpayers the option to submit their identification to release the hold within days after the hold was placedInstead of explaining this process to you, our representatives only informed you that your refund had been sent to the IRS at the time, which was incorrectUnfortunately, by the time you learned about this day grace period, we had already processed your refund to be sent back to the IRSSince you were unable to submit your identification, TPG began processing your refundIt usually takes TPG around days to process your refund after the day grace periodOnce your refund is processed, we immediately return it to the IRSThis will explain why it seemed like we were holding on to your refund for an extended amount of time then previously suggestedI understand your frustration and would like to apologize for any inconvenience you may have experiencedIf you have any questions or concerns, please do not hesitate to contact me directly at 8777-908-7228, Monday through Friday, 7am to 4pmSincerely, *** *** Compliance Analyst

*** *** *** *** ** *** * *** ** ***
RE: Case ***
Dear *** ***,
This is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) to the Revdex.com on April 1, regarding delivery issues
In
accordance with your contract, a temporary account was opened to receive and process your income tax refund and pay your tax preparation fees from your refundThe balance of your refund was disbursed to you by way of deposit into the account you designated, RTN: *** / Heartland Bank & Trust CoThe balance was deposited on February 6, Please use trace number *** to address this issue further with your bankI called Heartland Bank & Trust and confirmed receipt of the deposit
Please feel free to contact me at 877-908-7228, Monday through Friday am to pm if you have any further concerns or questions regarding this complaint
Respectfully,
*** *** Senior Compliance Analyst

***
***
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*** *** *** *** ***
*** *** ** ***
RE: Case
***
May 21,
Dear ***
***,
This is in
response to the complaint filed against Santa Barbara Tax Products Group to the
Revdex.com on May 12, in regards to service issues
Please allow me to explain the role of TPG in
this matter and clarify the information provided to you by Turbo TaxTPG, 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.
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 fees. The balance of the refund is then
disbursed to the taxpayer by way of deposit to an account designated by the
taxpayer in your case a personal bank account.
Please see enclosed SAMPLE screen shots which demonstrate how the RT
product (‘Pay with your federal refund’) was selected and how you agreed to
this service via the Agreement provided on the Turbo Tax software program
On April 21, 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 AgreementTurbo Tax software
requires that the taxpayer identify a bank account number where the customer
wants the refund deposited. The taxpayer
is entirely responsible for the information provided to the software including
the disbursement account where the refund will be deposited. The
routing transit number (RTN) provided to Turbo Tax is an invalid number and
does not belong to any bankThe rejection code is R“RDFI Not Qualified to
Participate”
TPG has nothing to with incorrect account
information entered by the taxpayerOnce TPG receives the rejected refund our
company has the option of making another attempt to disburse funds to the
customer or simply returning the funds to the IRS. This second attempt to deliver the refund
through an alternative delivery method, which is a paper check mailed to the
taxpayer address of record (
Cantrell RD Apt 906), was made on April 21, On May 5, the cashier’s
check was returned to our office as “undeliverable” Your Revdex.com complaint address has an apartment number
A second cashier’s check with a FedEx tracking number was
mailed out on May 14, We suggest you contact FedEx for further
information
We thank you for the inquiryIf you have any
further concerns or questions regarding this complaint, please feel free to
contact me at 877-908-7228, Monday through Friday am to pm
Respectfully,
*** ***
Compliance Analyst

March 9,
*** ***
*** *** *** **
*** ** ***
Dear Ms***,
This is in response to your complaint against Santa Barbara
Tax Products Group (TPG) through the Revdex.com on March 1,
In the scenario you have described in your
complaint, you
have chosen a do-it-yourself (DIY) tax preparation software package such as
Intuit’s popular TurboTax productThe taxpayer is entirely responsible for the
information provided to the software including the disbursement account where
the refund will be deposited.
If a taxpayer enters a bank account that will not accept the
refund deposit, the transaction is rejected by the receiving bankOften times,
this occurs because the taxpayer has entered incorrect bank account information
or the account is closedIn these cases, the receiving bank “rejects” the
transaction and returns the funds to the sender, in this case, TPG
Upon review of your record, a Refund Transfer (RT) was
chosen when your taxes were prepared through *** ***On February 9, the IRS funded your federal
return; fees were deducted to pay your *** *** user fees of $and an
additional $Bank processing fee for the RTThe balance was deposited to
the account instructed on the *** *** Refund Processing AgreementYour
financial institution rejected the funds and declared the account number as
“Invalid”The deposit to the above account was confirmed by the outgoing
trace# ***You may contact the ACH Department for your financial
institution and provide them with trace number: ***, date of
disbursement and amount for further details regarding the rejection of funds
The funds were returned to TPG on February 11,
Please note, as a risk control, rejected transactions are
placed on hold until TPG can verify the taxpayer’s identity, at which time a
Cashier’s Check is issued. On February 26,
TPG was able to verify your information, released the hold from your account
and mailed a cashier’s check to your address on recordTPG confirmed that the
check was negotiated on March 3,
It is recommended that you contact the online software
provider for further assistance related to the reimbursement of your tax
preparation feesTPG 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 agreement; therefore we deny the request for
reimbursement of the bank refund processing feeWhen your records were researched
further, it was discovered that the account number that was transmitted to
TPG, had a instead of a as in prior years.
It is established that in prior years there were no issues to the
deposit of your funds with the account number submitted.
We experienced extremely large call volumes which correlated
to an extremely large, and unexpected, funding from the IRSThis unexpected
spike in business caused extreme demand on our resourcesWe apologize for the
inconvenience you experienced
If you have any other questions or concerns, please feel
free to contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

March 31, *** ***
*** *** *** *** **
*** *** ** ***
Dear Ms* ***
TPG has
returned funds associated with your tax return filing back to the Internal
Revenue Service, specifically the RISC/IVO Division of the IRS in Fresno, CA on
March 30, 2016. The funds were sent back via Cashier’s Check; please use
USPS certified tracking number* *** to confirm delivery of funds. It is recommended
that you contact the IRS at 800-829-for further detailsYou may also log
onto IRS.gov to seek assistance from a Taxpayer Advocate in your State.
Sincerely,
Melissa Gaines
Compliance Analyst

April 18,
*** ***
*** *** ***
*** ** ***
Dear Ms***,
This is in response to your complaint against Santa Barbara
Tax Products Group (TPG) through the Revdex.com on May 9,
In your complaint you stated that you filed your taxes using
the Refund Transfer (RT) to have your fees taken out of your refundOn March
30, you uploaded your identification after learning your refund was on hold
After waiting over the day timeframe, you have not been able to reach someone
to inquire about the hold on your account
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 customer call centerWe
apologize for the inconvenience this has caused you and the difficulty to reach
a customer service agent
Upon review of your record, TPG did not receive your refund
from the IRS since you filed your tax returnAfter having a representative
contact the IRS on your behalf, TPG wanted to explain to you where your funds
wentYour refund has been applied to past dues owed to the government, such as
for example, child support, another federal agency debt, or state income tax
The IRS will send you a notice explaining why you have not received your refund
since you filed your return
For further information or questions regarding your tax
return, please contact the IRS at 800-304-
On behalf of TPG, I would like to apologize to you for any
inconvenience you may have experiencedThank 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,
*** ***
Compliance Analyst

Dear Mr
***,
On
behalf of the bank and all customer service agents involved, I apologize for
the lack of customer service provided to you.
The manager was provided a copy of this complaint and will be addressing
those issues directly with the agent involved.
You
stated in your complaint that our “website states that you can request a retry on forwarding
the funds back into my walmart card”. If a taxpayer enters a bank account that will
not accept the refund deposit, the transaction is rejected by the receiving
bank. TPG will not submit another
deposit into the same account information which was initially
rejected. Please forward the location of
this statement or a link for further review.
I
believe your statement is referring to the fact that TPG does allow taxpayers
the opportunity to correct their initial mistake and avoid reprocessing until
the item is rejected. TPG offers a Web
site as well as live customer service where customers can change their account
information. If a taxpayer submits an
account change prior to their IRS funding date or before their bank rejects the
funds, TPG can forward the funds into the new account. Your record shows that you were funded on
February and the deposit was rejected on February 13, 2014. TPG did not receive any communication from
you until February 20.
Because
there are a number of issues with this account, it is recommended that you
contact our Risk Analysis Department at 800-814-
between 8am and 4pm PST to discuss this matter with a representative Please
provide a clear copy of your ID to verify you are the account holder. The other documents submitted have been
forwarded to Risk for further evaluation.
You may fax the ID to 858-430-or 858-430-3104.
I
apologize if our attempts at obtaining your personal information are perceived
as rude, but please understand it is our obligation to investigate these
matters thoroughly to ensure the money is forwarded to the lawful owner
We thank
you for the inquiryIf you have any further concerns or questions regarding
this complaint, please feel free to contact me directly at 877-908-7228, Monday
through Friday am to pm PST
Respectfully,
*** ***
Compliance
Assistant
Santa Barbara Tax Products Group

April 18,
*** ***
*** ** * **
*** * *** ** ***
Dear Mr* ***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on April 4,
In your complaint, you stated that after filing
your
tax return through *** *** last year, you incurred fees totaling $You
are unable to reach *** *** or TPG regarding an explanation of your fees
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 providersThese products provide the taxpayer a method of
having their tax preparation fees deducted from their tax refund without paying
any out-of-pocket costsWhen 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 fees. The balance of the refund is then disbursed
to the taxpayer by way of deposit to an account designated by the taxpayer
(either a personal bank account or a prepaid card).
Upon review of your record, a Refund Transfer (RT) was
chosen when your taxes were prepared through *** ***On April 20, the IRS funded your federal
return; fees totaling $were deducted to pay your *** *** user fees and
an additional $Bank processing fee for the RTThe balance was deposited
to the account instructed on the *** *** Refund Processing AgreementYou
can find the fee disclosure within your Refund Transfer (RT) Agreement
(see attached)TPG 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 agreement
Thank you for your inquiry, we hope this clarifies any
concerns you had regarding the bank feeIt is recommended that you contact the
*** *** directly at 888-777-for further assistance related to the tax
preparation fees charged in
If you have any questions or concerns, please feel free to
contact me at 877-908-***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

February 26,
*** ***
*** *** *** *** ***
*** ** ***
Dear Ms***,
This is in response to
your complaint filed against Santa Barbara Tax Products Group (TPG) through the
Revdex.com on February 17,
Your complaint stated
that on
February your tax refund was released but was not placed into the
bank account you providedSince then, you have been trying to contact the TPG
customer service but were unable to receive the information you needed regarding
your tax return
If a taxpayer enters a
bank account that is closed, incorrect, or the account is associated with a
different issue the transaction is rejected by the receiving bankIn these
cases when the receiving bank rejects the transaction, the funds are sent back to
the sender, in this case TPGTPG has nothing to do with incorrect account
information entered by the taxpayer or the receiving bank’s decision to reject
the fundsTPG allows taxpayers the opportunity to correct their initial
mistake by validating their current, valid government-issued photo
identification through our website, something you completed successfully on
February
TPG was able to verify
your identification and released the hold from your accountTPG processed your
refund as a check on February Please allow up to days for your check to
be delivered to your address on file
If you have any
questions or concerns, please feel free to contact me at ***, Monday
through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I did NOT know there was a problem with my tax return until nearly a week after I was expecting my refund to be in my bank account because IRS states to wait days before contacting them YOU however knew there was a problem on Feb 9th and did nothing about contacting me to let me know know I had incorrectly entered my account number I still believe some type of notification from you about my mistake was in order and should have been given so that I could have taken action so that no ACH transactions would have taken place ( or at least covered) and therefore no ISF fees would have been charged to my bank account I still expect a refund of the ISF fees that I was charged totaling $because of the lack of any notification of my mistake Also, your process should have picked up my incorrect account number entry contained only had numbers instead of the required

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedI received notification from the IRS after submitting this complaint and realize that the issue (other than customer service complaints) was due to misinformation at the time from the IRS and the department that received the offsetThank you for looking into the issue and have a good day
Regards,
*** ***

May 5, *** *** *** *** *** ***
*** ** ***
Dear Ms*** We are writing in response to your complaint filed against Santa Barbara Tax Products Group (TPG) and *** *** Bank (Bank) on April 22, To give you some background
and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with *** *** BankTPG is a third party processor for the BankThrough this relationship, *** *** is able to offer tax products which are sold through TPG through a network of tax preparation franchises, independent tax professionals and online tax preparation servicesThe product you have used through TPG, called the “Refund Transfer”, allowed you to pay for your tax software or your tax preparation fees directly out of your tax refundThis saved you the difficulty of paying these fees upfront to your tax preparer or Software CompanyYour complaint stated you received an email on March 31, stating that your tax refund was placed on a hold due to suspicious activity. The email explained that you would need to upload your Driver’s License or passport in order to release the hold on your accountYou attempted to upload your documents through TPG’s websiteYou did not receive a notification from TPG indicating that TPG received your documents after you waited the suggested timeframeTo address your complaint while protecting your identity, we have written you a detailed letter with specific information related to your accountOur letter outlines the timeline of events and referenced specific dollar amountsTo respond to your Revdex.com complaint, we will summarize the events, but please reference the letter we sent you for additional detailsIn summary, on February 26, 2016, TPG received your electronic filing record from *** TaxThis means that you used tax software to prepare your own tax return and you elected to utilize a Refund Transfer to pay your software feesTPG received the data file and no monies were transferredOn March 8, 2016, TPG received your tax return from the IRS. Due to certain fraud filters your transaction was placed on hold in a non-interest bearing account for additional verificationThis account hold was placed on March 8, (the same day payment was received from the IRS)In order to provide us comfort that your transaction is not fraudulent, we ask that you submit an unexpired government identification, such as a driver’s license or passport, to validate your identityYou received an email with instructions on how to release the account holdOn April 12, 2016, TPG successfully received your identification. You were told it would take up to days to verify your documents. On April 18, 2016, your refund was released by TPG after the Risk Department was able to verify your identification. Your refund was direct deposited into your account on April 18, Please understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients from identity theftWe understand your frustration and apologize for and inconvenience that you may have experienced Sincerely, *** *** Compliance Analyst

Dear Mr
***,
This
email is in response to the complaint filed against Santa Barbara Tax Products
Group to the RevDex.com on February 27, regarding service
issues.
Upon
review of your record, a Refund Transfer (RT) was chosen when your taxes were
prepared through Turbo Tax. On February
19, the IRS funded your federal return; fees were deducted to pay your
Turbo Tax user fees and an additional Bank processing fee. The balance was deposited to the account
instructed on The Citizens Banking Company Refund Processing AgreementYour
Bank rejected the funds and declared the account an R03/“No Account/Unable to
Locate Account”. You may contact Bank of
America and provide them with trace number: *** for further details
regarding the rejection of funds. The
funds were returned to TPG on February 21, 2014. According to your contract, TPG issued a
Cashier’s Check on February 21, and mailed it to the address on record,
which you state in your complaint you received
TPG has
nothing to with the receiving bank’s decision to reject the funds. Once TPG receives the rejected refund, our
company has the option of making another attempt to disburse funds to the
customer or simply returning the funds to the IRS. When the rejected refund was returned, TPG
made a good faith attempt to deliver the refund to you through an alternative
delivery method, which was a Cashier’s check.
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. This fee
is disclosed in your online agreement; a sample document has been attached for
your review.
For
future reference, please verify your banking information for the deposit of
your refund. For direct deposit, the taxpayer’s name must be on the
account. For a joint return, some banks require both names on the
account. As a courtesy, TPG will reimburse the $fee via Cashier’s
Check to your address on record
We thank
you for the inquiryIf you have any further concerns or questions regarding
this complaint, please feel free to contact me directly at 877-908-7228, Monday
through Friday am to pm PST.
Respectfully,
*** ***
Compliance
Assistant
Santa Barbara Tax Products Group