Santa Barbara Tax Products Group

*** ***">*** *** ***
*** *** ** ***
RE:
Case ***
Dear
*** ***,
This
is in response to the complaint filed against Santa Barbara Tax Products Group
to the Revdex.com on February 26, in regards to customer
service issuesUpon
review of your record, a Refund Transfer (RT) was chosen when your taxes were
prepared through Turbo TaxOn February 24, 2015, 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”Funds were returned
to TPG on February 27, Controls
are in place to protect our customers from identity theft and fraudOn three
separate occasions you attempted to change your banking account information and
failedBefore you can make any changes to your original record, you are
required to answer a few questions which are meant to be difficultYou may
even need your records to answer themThey are used to ensure that nobody but
you can change your personal and confidential informationBecause we were
unable to obtain the personal information from you in order to verify your
identity, we couldn’t proceed any further in our effortsTPG
has begun the process of returning your funds to the IRSThis process can take
up to business daysPlease be advised that once we have returned funds to
the IRS it can be several weeks before they acknowledge receipt and post to
your accountWe apologize if our attempts at obtaining your personal
information were perceived as rude, but please understand it is our obligation
to investigate these matters thoroughly to ensure the money is forwarded to the
lawful ownerWe
thank you for the inquiryIf you have any further concerns or questions
regarding this complaint, please feel free to contact me at ***,
Monday through Friday am to pmRespectfully,
*** ***
Compliance
Analyst

February 17,
*** ***
*** ** *** *** *** *
*** ** ***
class="MsoNormal">
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group through the Revdex.com on February 11,
In your complaint, you stated that after entering your
information for a direct deposit, your refund was going to be sent to you via
the *** *** ***You tried contacting TPG’s customer service and were unable
to receive a reason as to why your deposit was going to be sent to you through
the *** *** ***
Upon review of your account, it shows that you applied to
have your tax return refund disbursed onto a *** account, not a *** *** ***This is confirmed through the routing number used in your tax return
filing where funds were sent out via ACH to RTN: *** as directed by the
RT application from Turbo TaxThe account number provided was rejected as an
invalid account number and the funds were returned back to TPGPlease log onto
our website, ***, and follow the
instructions to verify yourself
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 productThe taxpayer is entirely responsible for the
information provided to the software including the disbursement account where
the refund will be depositedDIY tax software requires that the taxpayer
identify a bank account number where they want the refund depositedTPG has
nothing to do with incorrect account information entered by the taxpayer or the
receiving bank’s decision to reject the funds
The
$that was charged to your account is a processing fee that you agreed
upon prior to using our refund transfer servicesThis processing fee is
clearly described in Section of the *** *** *** Refund Processing
Agreement:
1. NOTICE: No Requirement To Have BANK Process Your
Refund In Order To File Electronically
YOU
UNDERSTAND THAT A REFUND PROCESSING FEE OF $IS CHARGED TO ESTABLISH A
TEMPORARY ACCOUNT TO RECEIVE YOUR FEDERAL TAX REFUND, TO PROCESS IT, TO DEDUCT
YOUR TURBOTAX FEES FROM THAT ACCOUNT, AND TO FORWARD FUNDS TO YOU. THE REFUND PROCESSING FEE IS NOT A LOAN; IT
IS DUE TO BANK WHETHER OR NOT THE REFUND PROCESSING SERVICE OCCURS. THIS FEE IS COLLECTED AT THE TIME THE REFUND
OCCURS. YOU CAN AVOID THIS FEE AND NOT
USE THE REFUND PROCESSING SERVICE BY INSTEAD PAYING THE APPLICABLE TURBOTAX
FEES TO INTUIT BY CREDIT OR DEBIT CARD AT THE TIME YOU FILE YOUR FEDERAL
INCOME TAX RETURN AND ELECTING TO HAVE YOUR REFUND DIRECTLY DEPOSITED IN YOUR
OWN BANK ACCOUNT OR MAILED TO YOU. IF
YOU DO USE THE REFUND PROCESSING SERVICE, YOU CAN EXPECT TO RECEIVE THE
PROCEEDS FROM YOUR FEDERAL TAX REFUND WITHIN DAYS FROM WHEN THE IRS ACCEPTS
YOUR RETURN UNLESS THERE ARE PROCESSING DELAYS BY THE IRS. THE REFUND PROCESSING SERVICE WILL NEITHER
SPEED UP NOR DELAY YOUR FEDERAL TAX REFUNDTHE COST OF PREPARING YOUR TAX
RETURN IS NOT ANY MORE OR LESS IF YOU PURCHASE THE REFUND PROCESSING SERVICE
We are experiencing extremely large call volumes which
correlates to an extremely large, and unexpected, funding from the IRSThis
unexpected spike in business has caused extreme demand on our resourcesWe
apologize for the inconvenience this has caused you and the manner in which
your inquiry was handled by our Customer Service agents
If you have any questions or concerns, please feel free to
contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

*** ***
*** ***
RE:
Case ***
August 24,
Dear
Mrand Mrs***,
This is in response to the complaint filed
against Santa Barbara Tax Products Group to the RevDex.com on
August 18, regarding identity theft.
Please allow
me to discuss who we are and what products we offer to taxpayers in order for
you to gain a better understanding of our role in processing your tax return
refund. The Citizens Banking Company
(Bank) offers tax related financial products through a network of tax
preparation franchises, independent tax professionals and online tax preparation
providers. Santa Barbara Tax Products
Group (TPG) is a third part processor for the Bank and is providing a response
on behalf of its partnerThe Bank provides a product known as the Refund
Transfer (RT). The RT provides the
taxpayer a method of having their tax preparation fees deducted from their tax
refund without paying any out-of-pocket costs.
When the taxpayer prepares their taxes through Turbo Tax, they can
choose to deduct their fess from their refund.
When the taxpayer selects our bank product, 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 software user fees and deposit product fee. 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 prepaid card). TPG is simply a third party processor which
serves as an intermediary between the IRS and the taxpayer and has no direct
access to the tax preparation event or the transmittal of the return to the
IRS
The return
was acknowledged and verified by the IRS, TPG has no reason to question the information
providedWe had to assume that the application sent to us was sent by the
taxpayer and that the sensitive personal and confidential information provided
therein was your account information
From
your inquiry, it appears that you may be a victim of identity theftIt is
recommended you take immediate steps to protect your personal information
File a report with the local police.File a complaint with the Federal Trade Commission or the FTC
Identity Theft Hotline at 1-877-438-or TTY 1-866-653-4261.Contact one of the three major credit bureaus to place a ‘fraud
alert’ on your credit records: Equifax,
1-800-525-6285Experian,
1-888-397-3742TransUnion,
1-800-680-7289Close any accounts opened without your permission or tampered
with.It is also recommended you take these additional steps:
Respond immediately to any IRS notice; call the number provided.Complete IRS Form 14039, Identity Theft AffidavitUse a fill-able
form at IRS.gov, print, then mail or fax according to their instructionsFor your
convenience, I have also included a copy of this form.Continue to pay your taxes and file your tax return, even if you
must do so by paper.Please
feel free to contact me at 877-***, Monday through Friday am to pm if
you have any further concerns or questions regarding this complaint. Respectfully, ***
***Compliance
Analyst

February 10, 2016*** ** *** *** *** ** ***Dear Ms***,This is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) to the Revdex.com on February 8, 2016.You have stated within your complaint that you requested TPG to send your
refund via direct deposit, but the direct deposit was rejected by your bank because it exceeded the daily allowanceUnfortunately, TPF has no control over your bank’s decision to reject the depositTPG made another attempt to disburse funds to youYour refund was converted into a Cashier’s Check and was mailed to your on 2/6/Please allow 5-business days for the check to reach you.On behalf of TPG, I would like to formally apologize for any trouble or inconvenience this may have caused youIf you have any questions or have not received your refund, please contact me at ***, Monday through Friday, 7am to 4pm.Sincerely,*** ***Compliance Analyst

March 8, 2016*** *** *** *** ** ***Dear Ms***,This is in response to your complaint against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 27, 2016.Your complaint stated Santa Barbara has had your money for weeks because they
claim that you had an incorrect account number, requested you to verify your identity and charged you for services. You tried calling TPG to inquire about your refund, but unable to speak to anyoneYou also requested a refund for the $54.99.In the scenario you have described in your complaint, you have chosen a do-it-yourself (DIY) tax preparation software package such as ***’s popular *** 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 *** TaxOn February 9,the IRS funded your federal return; fees were deducted to pay your *** Tax user fees of $and an additional $Bank processing fee for the RTThe balance was deposited to the account instructed on the *** *** *** Refund Processing AgreementM&T Bank 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 at *** and provide them with trace number: ***, date of disbursement and amount for further details regarding the rejection of fundsThe funds were returned to TPG on February 10,2016.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 29, 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 4, 2016.The $that was charged from your refund is a processing fee that you agreed upon prior to using our refund transfer servicesThis processing fee is clearly described in the payment section on the *** Tax site titled “How would you like to pay for *** Tax?” (please see page of attachment). The next pageon the *** Tax website takes you to “Read and accept this Refund Processing Agreement” (page of attachment) where the *** *** *** Refund Processing Agreement is disclosed including the service charge of $34.99. Please note that you are also given the option of “I Don’t Agree” at the bottom of the page, where it would redirect you to pay with your credit card. Additionally, the scroll box containing our agreement also has multiple sections disclosing each fee, please reference below:1. NOTICE: No Requirement To Have BANK Process Your Refund In Order To File Electronically.YOU UNDERSTAND THAT A REFUND PROCESSING FEE OF $34.99 IS CHARGED TO ESTABLISH A TEMPORARY ACCOUNT TO RECEIVE YOUR FEDERAL TAX REFUND, TO PROCESS IT, TO DEDUCT YOUR *** FEES FROM THAT ACCOUNT, AND TO FORWARD FUNDS TO YOU. THE REFUND PROCESSING FEE IS NOT A LOAN; IT IS DUE TO BANK WHETHER OR NOT THE REFUND PROCESSING SERVICE OCCURS. THIS FEE IS COLLECTED AT THE TIME THE REFUND OCCURS. YOU CAN AVOID THIS FEE AND NOT USE THE REFUND PROCESSING SERVICE BY INSTEAD PAYING THE APPLICABLE *** FEES TO *** BY CREDIT OR DEBIT CARD AT THE TIME YOU FILE YOUR FEDERAL INCOME TAX RETURN AND ELECTING TO HAVE YOUR REFUND DIRECTLY DEPOSITED IN YOUR OWN BANK ACCOUNT OR MAILED TO YOU. IF YOU DO USE THE REFUND PROCESSING SERVICE, YOU CAN EXPECT TO RECEIVE THE PROCEEDS FROM YOUR FEDERAL TAX REFUND WITHIN DAYS FROM WHEN THE IRS ACCEPTS YOUR RETURN UNLESS THERE ARE PROCESSING DELAYS BY THE IRS. THE REFUND PROCESSING SERVICE WILL NEITHER SPEED UP NOR DELAY YOUR FEDERAL TAX REFUNDTHE COST OF PREPARING YOUR TAX RETURN IS NOT ANY MORE OR LESS IF YOU PURCHASE THE REFUND PROCESSING SERVICE.The $reprocessing fee was deducted when your refund was returned back to TPG after it was rejected by you bankThis process along with the associated fees are clearly described in the different sections of the application as identified below:Section 4: “You authorize BANK or Servicer to deduct from your Deposit Account the following amounts: (i) the refund processing fee; (ii) the fees and charges related to the preparation, processing and transmission of your tax return (*** Tax Fees); and (iii) amounts to pay for additional products and services purchased plus applicable taxes. You also authorize BANK to deduct twenty dollars ($20) as a returned item processing fee from your Deposit Account in the event that your deposit is returned or you provide incorrect bank account or routing information, as set forth in the Note below paragraph below.”Section 6: “We will also charge a Return Item Fee of $20 if the refund cannot be delivered as directed in Section of this applicationAn Account Research and Legal Processing fee of $may be charged if we are required to provide additional processing to return the funds to the IRS.”Section 7: “If you or your representative enter your account information incorrectly and your deposit is returned to BANK, the Deposit Account balance minus a $returned item processing fee will be disbursed to you via a cashier’s check mailed to your physical address of recordAdditional return item and processing fees may be deducted from the Deposit Account for federal tax refunds that continue to be undeliverable and unclaimed and must be returned to the IRS or StateThe amount of additional processing fees will be determined by the efforts required and the complexity of the transaction but will not exceed $Processing fees will be paid by BANK to Processor. 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

Dear Mr
***,
This
email is in response to the complaint filed against Santa Barbara Tax Products
Group to the Revdex.com
on February 24, regarding funds never
received.
Upon
review of your record, a Refund Transfer (RT) was chosen when your taxes were
prepared through Turbo Tax. On February 11,
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 Sunrise Banks N.ARefund Processing AgreementYour Bank
rejected the funds and declared the account an R03/“No Account/Unable to Locate
Account”. The funds were returned to TPG
on February 12, 2014. According to your
contract, TPG issued a Cashier’s Check on February 12, and mailed it to
the address on record. The check was
returned as “undeliverable”.
As
notated on your record, you contacted TPG and were advised to submit an Address
Change form with supporting documents.
The form and verification documents were received in full and processed on
February 24, The check was
reissued and was mailed on February 24, 2014.
Please
feel free to contact me at ###-###-####, Monday through Friday am to pm PST
if you have any further concerns or questions regarding this complaint.
Respectfully,
*** ***
Compliance
Assistant
Santa
Barbara Tax Products Group

August 30,
*** *** ** *** *** *** ** ***
Dear *** ***
This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on August 18,
Your complaint stated that you
received your refund from the IRS stating TPG sent your refund on June 16, The TPG website states it was sent back on June 4, When you spoke with the IRS, you were told TPG had your refund since May 4, You stated that TPG charged you more than $in fees because your bank rejected your refundLastly, after you spoke with the Philadelphia Financial Engagement Center, you learned that Green Dot Bank still had your checkThey explained that it should not have taken more than weeks for you to receive your refund
To address your complaint while still 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 still summarize the events, but please reference the letter we sent you for additional details
On April 18, 2016, TPG received your electronic filing record from *** ***This 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 transferred
On May 3, 2016, the IRS approved your refund and payment was made to TPG On May 4, 2016, your bank rejected your refund because it was deemed an “R03: No Account/Unable to Locate Account”Your funds were sent back to TPG and held in a non-interest bearing account with TPGTPG requested that you submit your identification to be verified in order to release the hold on your accountUnfortunately, your identification did not pass the verification process
On June 4, 2016, TPG placed your refund into a queue to be processed back to the IRSOn June 17, 2016, your refund was released to the IRS because TPG could not proceed any further in our efforts due to two failed attempts to deposit your refund: 1) to the designated account which was invalid and 2) due to failed verification of your identityPlease review your application and agreement and/or TPG’s website for full disclosure of applicable fees associated with reprocessing your refund back to the IRS
Please allow to weeks for the IRS to process your refundIt can be several weeks before the IRS acknowledges receipt and posts your refund to your account at the IRSAs recommended before, you can 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
Please understand that with the heightened fraud in the tax industry, we are required to set up procedures to protect our clients from identity theftWe understand your frustration and apologize for any inconvenience that you may have experiencedIf you have any questions or concerns, please feel free to contact TPG at***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

June 2, *** ***
*** *** ***
*** *** ** *** Dear Ms***, This is in response to your recent comments regarding your complaint against Santa Barbara Tax Products Group (TPG)TPG understands your frustration with our verification processAs of now, there was an issue regarding your Indemnity BondBecause an Indemnity Bond is a legal document, we require each of our customers to have their Indemnity Bond notarized and signed by a notaryUnfortunately, you did not have your Indemnity Bond notarized, therefore we were unable to process the requestTPG has received a completed Indemnity Bond from you, executed by a notaryWe issued a new Cashier’s Check for your refundYour check has been mailed via regular mail on June 1, Please allow up to 7-business days to receive your check If you have any questions or concerns, please contact me at 877-908-7228, Monday through Friday, 7am to 4pmSincerely, *** *** Compliance Analyst

Dear *** ***, This letter is in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on March 23, In the complaint received, it was stated you received your tax refund from TPG, but your bank would not cash the check because it
did not come directly from the IRSIn order to resolve this issue, you are requesting a check directly from the IRSPlease allow me to explain the role of TPG in this matterTPG, on behalf of *** Bank (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 you prepared your taxes through *** ***, 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 taxpayer To address your complaint, we have summarized the events below: On March 3, 2017, TPG received your electronic filing record from *** ***This means that you utilized tax software to prepare your tax return and elected to initiate a Refund Transfer to pay your software fees On March 14, 2017, TPG received payment related to your federal tax refundTPG deducted the fees related to your tax software fees and the RT fee and made payment in the amount to the account indicated on your tax returnYour financial institution rejected the funds and declared the account an R/ “No Account/Unable to Locate Account”Please refer to the detailed client letter for the tracking information pertaining to this transactionThe funds were returned to TPG on March 16, On that same date, TPG issued a check and mailed it to the address on record According to your claim, *** ** *** placed a hold on your funds until they could verify the funds*** ** ***s website states the following: When are funds available after deposit? Usually on the first business day after the day we receive your depositHowever, depending on the type and amount of your deposit, we may delay the availability of your fundsIf we delay the availability of funds, we send you a notice and tell you when the funds will be availableHold periods are typically to business days, and may extend longer in unusual circumstancesA delay may occur under the following circumstances: You deposit checks totaling more than $5,in one dayYou redeposit a check that has been returned unpaidWe believe a check you deposit won't be paidYou've overdrawn your account repeatedly in the last six monthsThere is an emergency such as an equipment failure For more information on the circumstances under which a delay may occur, refer to the Deposit Agreement and Disclosures. TPG has no legal authority to force the cashing bank to process the check any quicker than it takes, nor does TPG hold any sway into influencing the cashing bank’s decision to hold the funds According to our records, as of March 22, 2017, your check was negotiated by the financial institution If you have any questions or concerns, please feel free to contact TPG at ***, Monday through Friday between 7:00am to 4:00pm (PST). Respectfully, *** *** Compliance Analyst

***
***
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*** *** *** St Box **
*** ND ***
Re: Case ***
Dear *** ***,
This is in response to the
complaint filed against Santa Barbara Tax Products Group to the RevDex.com of San Diego on May 8, regarding service issues
Upon review
of your record, a Refund Transfer (RT) was chosen when your taxes were prepared
through *** ***On February 18, the *** funded your federal return;
fees were deducted to pay your *** *** 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“No Account/Unable to Locate Account”The funds were returned to TPG on February 20,
In regards to fees, TPG charges a commercially reasonable processing fee
to cover the expenses associated with reprocessing these itemsMost 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 ***No
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 *** ***
RT applicationPlease review
the attached application and agreement for full disclosure
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 TPG Web site and phone contact information if they have any questions or concerns
TPG 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
TPG has returned funds
associated with your tax return filing back to the Internal Revenue Service, specifically
the RICS/IVO Division of the *** in Fresno, on April 15, The funds were
sent back electronically via the FMS *** *** *** processPlease allow
approximately 8-weeks from the date for the *** to acknowledge receipt of
fundsIt is recommended that you contact the *** at 800-829-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,
*** ***
Compliance
Analyst

***
***
RE: Case
***
August
24,
Dear *** ***,
I certainly understand your frustration, and
sorry you have been subjected to such a trying series of eventsPlease
understand funds are routinely
returned to the IRS after a certain time frame due to various factors
including, but not limited to, rejected depositsWhen we spoke on
August with the IRS they requested we contact the Tax Advocate back on
Tuesday September 1,
Although a resolution has yet to be met, we
are working to resolve this matter with youIf you have any additional concerns prior to September,
please call me at 858-334-
Respectfully,
***
***
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.TPG never sent the check to my residence as this can be verified by USPSWhen the IRS has been contacted in regards this matter they have no knowledge of any of the information that TPG claims in their letterFurther, *** *** promised to refund all fees to me that have now totaled up to $yet after making this promise she failed to return TWELVE phone calls and never sent a letter to me that they claim contained sensitive information I HEREBY DEMAND MY MONIES RETURNED TO ME BY TPG WITHIN THREE DAYS OF THE RECEPIT OF THIS LETTER OR LEGAL ACTION WILL BE TAKEB.
Regards,
*** ***

I filed my tax return with Turbo Tax as I do every year The refund goes through the Santa Barbara Tax Products Group to take out the Turbo Tax fee They have been holding my refund and will not deposit it in my account I have been on hold today for hours minutes (so far) and they will not answer the phone Do not check the box on Turbo Tax that you want the fees taken out of your review as it will turn into this kind of nightmare I've had phone calls with Turbo Tax, with the IRS and I cannot get this resolved This is such a frustrating experience and such a waste of time

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 am not saisfied with themthey never mentioned the items sent were too darkthe lady on the phone was very very rude and kept calling me mam! I just spoke with them on thursday and asked that they send the check out to the old address the lady on phone said she would and hung up! very rude nothing was clarified in a proper manner for such a businessTheir website states that you can request a retry on forwarding the funds back into my walmart card and the lady on the phone clearly said to me no mam we can not do that ( I am a man and told her thaat times) I was also threatened with "we will send your funds back to the IRS!! " i'M LIKE OK...why is that when I am on the phone fixing the problem? all I want is my refund and also the fees returned for the headache I have gotten through this whole situation! when asked to speak to a supervisor I get " the supervisor will just tell you the same thing!" I also tried to get a corporate office number and told that *** is the only person in charge of this corporation
*** ***

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 resolvedThe issue was resolved however, the response is vague and misleadingThey did not send my check immediately after verification nor did they verify in the 48hrsI had to call several times to have it approved
Regards,
*** ***

The issue was resolvedI am sorry, I did not know how to let you know.***

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.The email I have from your rep states business days and that waskn 31stMy bank said deposit was sent on 2/and it was pending that dayDue to the fault of your rep telling me two business days this was an error on your part and these fees need to be refundedRegardless of the glitch or no glitch my correspondence from your rep said days and it was 3.
Regards,
*** ***

*** ***
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S *** E
***
*** *** UT ***
RE:
Case ***
July 17,
Dear
*** ***,
This is in response to the complaint filed against
Santa Barbara Tax Products Group “TPG” to the Revdex.com on July
10, regarding service issues.
In the scenario described in your complaint, your bank
rejected the funds and declared the account an R“Account Frozen”The funds
were returned to TPG on February 9, where the $reprocessing fee and the
$account research and legal processing fee was chargedAccording to your contract, TPG issued
a Cashier’s Check on February 9, and mailed it to the address on recordThe
cashier’s check was returned to our office on February as “undeliverable”
and TPG returned your funds to the IRS on April 15, Per our conversation on July 17, the
funds have been located and you will be in contact with IRS to update your
mailing address and to discuss further action
Please feel free
to contact me at 877-***, Monday through Friday am to pm, if you have
any further questions or concerns regarding this complaint
Respectfully,
*** ***
Compliance Analyst

***
***
RE:
Case ***
August 24,
Dear
*** ***,
This is in response to the complaint
filed against Santa Barbara Tax Products Group to the Revdex.com on
August
13, regarding service issues.
Please allow
me to discuss who we are and what products we offer to taxpayers in order for
you to gain a better understanding of our role in processing your tax return
refund. The *** *** *** offers tax related financial products through a network of tax preparation
franchises, independent tax professionals and online tax preparation
providers. Santa Barbara Tax Products
Group (TPG) is a third party processor for the Bank and is providing a response
on behalf of its partnerThe Bank provides a product known as the Refund
Transfer (RT). The RT provides the
taxpayer a method of having their tax preparation fees deducted from their tax
refund without paying any out-of-pocket costs.
When the taxpayer prepares their taxes through *** ***, they can
choose to deduct their fess from their refund.
When the taxpayer selects our bank product, 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 software user fees and deposit product fee. 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 prepaid card).
TPG is simply a third party processor which serves as an intermediary
between the IRS and the taxpayer and has no direct access to the tax
preparation event or the transmittal of the return to the IRS
If a taxpayer enters a bank account that
will not accept the refund deposit, the transaction is rejected by the
receiving bankThe Bank charges a commercially reasonable processing fee to
cover the expenses associated with processing this bank product. Most banks typically charge between $and
$TPG never intervenes prior to the funds being sent to the receiving bank
and rejected by the receiving bank
Controls are in place to protect our
customers from identity theft and fraudYour funds were held for further
review to ensure that the funds were being released to the lawful ownerOnce
you were identified as the rightful owner, TPG issued a Cashier’s Check and
mailed it to the address on recordI have waived the $reprocessing fee;
please allow to business days for the cashier’s check to reach you
We hope this satisfies your inquiry
Please feel free to contact me at 877-***, Monday through Friday am to
pm, if you have any further questions or concerns regarding this complaint
Respectfully,
***
***
Compliance
Analyst

*** * ***
* *** *** Rd
*** ***, ** ***
Re: Case ***
April 16,
Dear *** ***,
This email is in response to the complaint filed against Santa Barbara Tax Products Group to the Revdex.com of San Diego on April 9, relating to not
receiving your tax return refund
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“No Account/Unable to Locate Account”The funds were returned to TPG on February 12, Please feel free to use trace number *** to discuss the rejection issue directly with your bank
TPG allows taxpayers the opportunity to correct mistakes in their account information and avoid reprocessing until the item is received, which may be several days or several weeksTPG offers a Web site where customers can change their account informationTPG also 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
Because your attempts to change your account information failed we were unable to obtain the personal information from you in order to verify your identity and to make the applicable changes needed to correct your account informationFunds returned to the IRS on March 18, The IRS can take several weeks before they acknowledge receipt and post to your accountWe apologize for this inconvenience, but please understand it is our obligation to follow these procedures to ensure the money is forwarded to the lawful owner
Please contact Turbo Tax directly for the reimbursement of the e-filing fee of $
Thank you for your inquiryPlease feel free to contact me at ***-***-***, Monday through Friday am to pm, if you have any further questions or concerns regarding this complaint
Respectfully,
*** *** Senior Compliance Analyst