Santa Barbara Tax Products Group

February 16, [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 11, In your complaint, you stated that your account was locked and you tried speaking to our customer service about this matterYou wanted to change the routing number and direct account number because there was an error with the first account numbers you provided 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 We apologize for the inconvenience this has caused you and the manner in which your inquiry was handled by our Customer Service agents All customer service agents involved have been reminded of their obligation to always process customer inquiries in a respectful manner TPG spoke to your tax preparer and we were advised that they were able to assist in resolving the issue Our records show they issued a Cashier’s Check on February 11, and they verbally confirmed it was disbursed to you 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 21, [redacted] class="MsoNormalCxSpMiddle"> Dear Mr***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on April 12, In your complaint you stated that after filing your taxes you learned your refund was returned to TPG and charged $for a reprocessing feeYou were opposed to TPG requesting a copy of your identification in order to verify you were the rightful owner of the accountAfter executing a Settlement Agreement and Release between both parties, you asked that your refund be sent as a Cashier’s Check to your address on recordYou have not received your check as of yet Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through [redacted] ***On March 22, the IRS funded your federal return; fees were deducted to pay your [redacted] user feesThe balance was deposited to the account instructed on the [redacted] Bank Refund Processing AgreementYour financial institution rejected the funds and declared the account an R/ “Account Frozen”You may contact the ACH department for 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 24, On March 29, you contacted TPG to inquire on the status of your refundTPG requested that you submit a photo of your government issued identification for verification, which you declined to completeAs explained in earlier conversations, we admit the CIP rule does not apply to an entity that limits its services to check cashing, funds transfer or the sale of a check or money orderYou seem to believe that your relationship with [redacted] Bank and Santa Barbara Tax Products Group, as the bank’s processor, is a funds transferAn actual account is established with [redacted] BankThis is a deposit and transaction account established to receive an IRS refundThe account is FDIC insuredAn account was established for you and the IRS did deposit your refund into this accountThere was an attempt to then transfer funds to a separate account as you requested, but as you admitted, you inserted an incorrect account number into the tax preparation softwareThe transfer was rejected and a check issuance process was begunAs part of the process, TPG initiated an identity verification process to ensure it was submitting the check to the appropriate person Even without the CIP rule, TPG would be required to take reasonable steps to ensure it is sending a check to the appropriate person to ensure that the process is not part of a fraudulent schemeAsking for identification is a reasonable and necessary step to limit identity theftMost taxpayers appreciate knowing that reasonable safeguards are in place to prevent someone from committing identity theft and stealing a taxpayer’s refund in this mannerYou were also directed to reference the Application and Agreement you electronically signed through [redacted] ***Additionally, you were given the option to have your funds returned to the IRS if you were uncomfortable providing your personal and confidential information to TPGWe apologize if our attempts at obtaining your personal information were perceived as intrusive, but please understand it is our obligation to investigate these matters thoroughly to ensure the money is forwarded to the lawful owner On April 1, 2016, TPG received your Demand Notice which was forwarded to our Legal Team After legal review, both parties agreed to the terms of the Settlement Agreement and ReleaseYou choose the option to have your refund mailed to your address as a Cashier’s Check via USPS Certified Ground deliveryUnfortunately, you have not received your check since it was mailed on April 7, As evidenced on the USPS website, the check arrived at the USPS facility but the post office is unable to locate itThank you for notifying TPG that the labels which were used for the package were outdatedThis was confirmed on our last visit to the USPS where they updated our supplies but they indicated that this should not have initiated an issue with the shipmentThe letter from USPS is enclosed for reference on the mishandling of the shipment On April 12, 2016, you called TPG and spoke with [redacted] who informed you to fill out the attached Indemnity Bond sent in an email and forward 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 checkYou stated that you were not satisfied with the resolution as it would require you to have the Indemnity Bond notarizedIn lieu of the Indemnity Bond, you submitted a Declaration Notice which required TPG Legal team to review the form since this was outside our standard practicesOn April 20, you complied with our request and provided the Indemnity Bond form A new check was reissued to the address you submitted on the Indemnity Bond The shipment went out USPS Priority Mail Express You were provided the tracking and delivery date via email Thank you for taking the time to communicate to us why our service did not meet your expectationsTPG is very sorry for any inconvenience you have experienced If 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

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 Why was I not contacted when my bank rejected the deposit? Why when after I verified my account numbers which I pulled off of last years return would they not retry the direct deposit when I asked? Why does their site say business days to verify and yet it took ten business days? I asked for my check to be overnighted due to mr and my family being inconvienced and waiting a full extra month on our return now i'm waiting seven business days for a check And finally on top of all of this I've been charged a dollar reprocessing fee This is absolutly the worst customer service I have ever seen Regards, [redacted] ***

March 4, [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 24, Your complaint stated that you after filing your taxes, you learned that your refund was rejected due to an issue with your [redacted] accountAfter contacting the IRS, they explained that it will take 8-days for [redacted] to send you a new checkIt wasn’t until February 19, you learned that your refund was processed through TPGAfter uploading your identification, you still haven’t received your return Controls are in place to protect our customers from identity theft and fraudOn February 25, TPG was able to verify your information, released the hold from your account and as contracted, mailed a check to your address on recordOur records show that your check was cashed on March 2, 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

SBB&T is a jokeTurboTax should be forced to use another bankI've used TurboTax for years nowThe first two were fineI e-filed and opted for direct deposit like I do every single year, because it is what I preferEverything went smooth and perfectly every yearUntil last year (returns filed for 2014)The IRS released my funds to themThey held my money hostage, literallyI jumped through MANY hoops, faxed and emailed so many proofs of identity verification (Federal I.D., Social Security Card, W2's), complied with everything they asked me to doNothing was ever right or ever enoughI called dailyThey had me in tears for monthsI told them I should NOT have to hire lawyer just to receive my federal tax return! They had already deducted their fees from my money $or something like thatThey promised and promised that they mailed me out a paper checkThey did notThey just held my money thereFINALLY, I somehow got the supervisor to tell me the problemAfter bawling my eyes out over the phone to the man, telling him that my two children and I desperately needed OUR money, and how I really didn't understand why they were able to keep something that didn't belong to them, they already took their money out of my deposit and were holding my money hostage for NO reason! What were they doingTrying to hoId my $7,to try to draw as much interest as they could off of it before they would release it? I told him that they deserved to be shut down! What happened was a very STUPID problem, mind you, that should have been caught early onEvery time you call you have to state your name, your birthday, lasr of your social, your mailing address, the amount of your expected refund, and your filing statusAll of this should be proof enough with faxed and emailed documentsThe Problem turned out to be somewhere in their system had my mailing address: 29, *city, *state, *zip(*Of course its written like that to keep my privacy.) All that had to be done from the get goWas for a customer service Representative, CSR, to type in "P.O.Box"since all of my information sent to them and me verbally telling them at the beginning of EVERY phone call to confirm MY IDENTITY stated suchThe supervisor typed in "P.O.Box 29, *city, *state, *zip" clicked saveThen he released the HOLD they had on my accountSaid the paper check was being printed out that very moment and that it would be put in the mail the next dayI waited about a week and called back just to make sure the status was the sameIt wasn'tI was livid! They never mailed the check at allI cycled through CSR, to CSR, to CSR, until I finally got transferred to the same man I spoke to before that corrected the problemThey tried to give me a run around again, and of course I am already super emotional at this pointAngry, frustrated, depressed, anxious, sad, scared, panickingI felt victimizedSo as much as I hated the thought of it, I couldn't be strong anymoreI started bawling over the phone to this man, once againHe swore on God and Country that he would personally see to it that my check got mailed outI would receive it in 7-daysMailing from west coast to east coastI thanked him AGAINAnd waited1weekweeksI callStatus says mailed out/sentWeek Still nothingWeek STILL nothingI gave up and decided that I would just go through the hassle of either getting a lawyer or going to the IRS and seeing if they could fix it in a month period or somethingA little before week It arrived in the mail!! Do NOT TRUST WHAT THEY SAYTHEY DO NOT DO WHAT THEY ARE TELLING YOU! CHECK EVERY OTHER DAY TO MAKE SURE THEY ARE DOING THE JOB THEY SAID THEY ARE DOING! Yes, I did end up getting my moneyBut I literally had to stay on top of it to the point of insanityI know of two or three people who STILL haven't received their money from SBB&T and it is now March I love TurboTaxThis will be their FINAL chance with meI hope and pray that my experience this year differs from last yearI actually decided to try a prepaid card insteadThe IRS is releasing my funds on March the 9th, I'll see how long I have to wait from thereI will review againSorry this was so longBut the PEOPLE DESERVE TO KNOW!

March [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 17, In your complaint, you stated that after filing your taxes, you were asked to send identification to verify your accountAfter numerous attempts of sending TPG your forms, you still were unable to receive your money 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, TPGTPG has nothing to do with incorrect account information entered by the taxpayer or the receiving bank’s decision to reject the funds Once you were able to speak with a TPG representative, it was explained that TPG cannot try depositing into the same account twiceThe representative explained that TPG could issue a Cashier’s Check but your tax preparer was unable to print it for youTPG emailed you the required forms and directed you to submit them through the TPG website On March 23, 2016, you were contacted by TPG’s Compliance Analyst who sent you the instructions via emailOn the same day, you confirmed that you submitted the formsTPG was able to process and reverse both refunds, State and Federal, via direct depositNotification was provided via email and phone call We apologize for the inconvenience this has caused you and the manner in which your inquiry was handled by our Customer ServiceCustomer courtesy is an extreme priority for us and in this case, we didn’t meet your expectationsAll the agents involved have been reminded of their obligation to always process customer inquiries in a respectful manner 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

March 31, [redacted] Dear Ms [redacted] 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, The funds were sent back via Cashier’s Check; please use USPS certified tracking number [redacted] 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, [redacted] Compliance Analyst

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

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.I did receive a majority of the refund I expected in my bank account today, and I did get personal phone calls which I appreciated end of last week, but it appears it is $short of what my refund amount wasI will also email the company to see what that is about Regards, [redacted]

February 29, [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 19, In your complaint, you stated that after submitting you tax return, you entered the wrong account which caused your refund to be rejected by your bank and sent back to TPGAfter speaking with TPG’s customer service, you were give a number of different answers as to when your refund would be released Our sincere apologies, I agree that this should not have happened The information you were given should have been consistent and reliableYour case has been reviewed with the Manager and the team in order to clarify procedures and provide further training We appreciate you bringing this to our attention and thank you for your input and feedback 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 returning the funds to the IRS Controls are in place to protect our customers from identity theft and fraudTPG was able to verify your information and released the hold from your accountOn February 20, TPG issued and mailed your tax refund as a checkYour account establishes that on February the check was received and cashed 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

April 18, [redacted] ***>Dear Ms [redacted] , 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 you filed your tax return through Turbo Tax and chose the direct deposit optionOn February you received a notification from the IRS approving your refundAfter a week of not receiving your refund, you logged onto TPG’s website to learn there was a hold You uploaded your information but still was unable to receive your refundYou are also concerned about the fees you incurred while your refund was processed Upon review of your account, your account was placed on hold because the account number you entered was deemed invalidIn the scenario described in your complaint you have chosen a do-it-yourself (DIY) tax preparation software package such as Intuit’s popular [redacted] productThe taxpayer is entirely responsible for the information provided to the software including the disbursement account where the refund will be depositedIf the 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 bank account is closedIn these cases, the receiving bank “rejects” the transaction and returns the fund to the sender, in this case, TPGTPG has nothing to do with incorrect account information 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 funds to the customer or simply return the funds to the IRS 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 items TPG charges a commercially reasonable processing fee to cover the expenses associated with processing these items Most banks typically charge between $and $for return item fees Please review the attached application and agreement for full disclosure Due to the amount of compromised SSNs along with non-public personal information (NPPI) throughout the country, we have put controls in place to prevent identity theft and fraudTPG feels this is the most prudent course of action to protect taxpayers given the current environmentTPG is committed to protecting your privacy and ensuring that only you can access your funds On April 5, 2016, TPG was able to verify your information and released the hold on your account TPG sent your refund as a Cashier’s Check via regular mail to your address on record on the same dayPlease allow up to business days for your check to reach your address 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

April 8, [redacted] TX class="MsoNormalCxSpMiddle">Dear Mr***,This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Better Business Bureau on March 25, In your complaint, you stated that your refund was approved by the IRS on March after a security reviewWithout being notified about there being an issue with your refund, you tried calling Turbo Tax who directed you to [redacted] Bank [redacted] Bank asked you to call TPGOnce you were able to speak to someone at TPG, you were asked to upload your license for reviewDue to the amount of compromised SSNs along with non-public personal information (NPPI) throughout the country, we have put controls in place to prevent identity theft and fraudTPG feels this is the most prudent course of action to protect taxpayers given the current environmentTPG is committed to protecting your privacy and ensuring that only you can access your fundsDespite your history with us, your account was flagged for further reviewOn March 26, TPG was able to verify your information and release the hold on your accountYour return was direct deposited into the account you provided when filing your taxesThank you for taking the time to communicate to us why our service did not meet your expectationsAdditionally, we thank you for your loyalty in using our bank productOn behalf of TPG, I would like to apologize for any inconvenience this may have caused youIf you have any other questions or concerns, please feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pmSincerely, [redacted] Compliance Analyst

March 14, [redacted] Dear [redacted] This is in response your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 4, In your complaint, you stated that you filed your tax refund through [redacted] on February but knew there was going to be an issue due to a mistake you made during the processYou claim that there were automatic ACH and bank withdrawal charges that totaled to $You are requesting a refund for this amount In this scenario described in your complaint, you have chosen a Do-It-Yourself (DIY) tax preparation software package through [redacted] ***The 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 time this occurs because the taxpayer has entered incorrect bank account information or the account is closedTPG 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 funds to the customer or simply return the funds to the IRS Section of the online agreement clearly establishes the following: Note: To ensure that there are no delays in receiving your refund, please contact your financial institution to confirm that you are using the correct RTN (routing) and account numberIf 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 recordThe BANK, the Processor and Intuit are not responsible for the misapplication of a direct deposit that results from error, negligence or malfeasance on the part of you or your representative In cases where the BANK has received your federal tax refund but is unable to deliver the funds directly to you, funds may be held at the BANK until claimed, or returned to the IRS or State of residency Additional 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 State The 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 On February 26, 2016, TPG was able to process your Cashier’s Check and mail it to the address on recordTPG confirmed that the check negotiated on March 4, TPG is sorry for any inconvenience you may have experienced If you have any other questions or complaints, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

March 2, Dear [redacted] , This is in response to the rebuttal filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 29, We experienced extremely large funding from the IRSThis unexpected spike in business has caused extreme demand on our resources and unfortunate delays in processingWe apologize for the inconvenience this caused you in having your funds released in the timeframe given to youTPG has corrected this message on our website and our staff has been trained accordingly 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 deposited TPG has nothing to do with 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 funds to the customer or return the funds back to the IRSOnce you were verified as the lawful owner of the funds, TPG delivered the refund to you through an alternative delivery method, which is a paper check mailed to your address of record TPG has no visibility into [redacted] ’s decision to reject the funds, the only information they provided was a reject code, which was provided to you in our earlier response, of R04/Invalid Account NumberI recommend that you contact the ACH Department for [redacted] at [redacted] , option Please provide tracking #: [redacted] , disbursement date 2/9/and amount of $6,to help them track the attempted depositOn March 2, I confirmed with a [redacted] representative that this was attempted and rejected back to TPGPlease feel free to contact me if you would like assistance in confirming this rejection as it may help prevent any future rejected transactions into this accountI can initiate a conference call between TPG, yourself and [redacted] You stated in your complaint, “and the latter part of the accusation states the account is closed, another inaccuracy on behalf of your company”Our statement to you was as follows, “Often times this (rejection) occurs because the taxpayer has entered incorrect bank account information or the account is closed”We made a general statement that most rejections come from incorrect account information or it is a closed accountThe code we were given for your account was an R– Invalid Account Number TPG discloses our process along with the associated fees which is clearly described in different sections of the Turbo Tax RT application as identified belowThe Application is accessible on the Revdex.com website on our original response, as a courtesy we've attached it again to this response: Section 3: “The amount will be reduced by any applicable sales taxes, and if applicable, a returned item and other processing fee paid to Processor as set forth in paragraphs and below.” Section 4: “You authorize BANK or Servicer to deduct from your Deposit Account the following amounts: (i) the fees for TurboTax Premium or TurboTax MAX; (ii) the fees and charges related to the preparation, processing and transmission of your tax return (Turbo Tax Fees); and (iii) amounts to pay for additional products and services purchased plus applicable taxesYou 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 in paragraph below.” Section 6: “We will also charge a Return Item Fee of $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 recordThe BANK, the Processor and Intuit are not responsible for the misapplication of a direct deposit that results from error, negligence or malfeasance on the part of you or your representativeIn cases where the BANK has received your federal tax refund but is unable to deliver the funds directly to you, funds may be held at the BANK until claimed, or returned to the IRS or State of residencyAdditional 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.” The section item titled “Our Liability” is not applicable in this matter as the trace number is evidence of the attempted deposit per our contracted agreementThe taxpayer signs this application and disclosure document before the refund product is offeredTPG 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 You stated in the rebuttal that you “have attached a copy of the return so that you are able to verify the account information that I submitted was accurate”This attachment was not provided to us through the Revdex.com websiteI would be happy to review the documentation you attachedYou may fax this documentation to [redacted] for our review Thank you for taking the time to communicate to us why our service did not meet your expectationsWe hope the points listed above offered a fair explanation of the issues you presented to 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] Senior Compliance Analyst

March 10, [redacted] ** [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

February 26, [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 after using [redacted] to file your taxes, you expected your refund to be deposited by February Once you contacted your bank, you were told to contact TPGUnfortunately, you were unable to get in contact with a representative at TPG to learn more about your account TPG contacted the receiving bank, [redacted] and spoke to a representative, who confirmed that the saving accounts changed from letter specific (SX) to a different account number as of September He stated that all account holders were notified in writing of this change When your funds were directed to this account they should have been immediately rejected, however per your TPG account status, no funds have been received back at TPG [redacted] representative, requested that you personally call the Bank to locate your fundsPlease contact your Bank’s ACH Department at [redacted] and follow the prompts to reach a live agent to receive resolution Use tracking number: [redacted] , deposit date of 2/9/16, and amount $ to help assist them in locating the ACH depositIf you are having an issue resolving your case directly with your bank, please feel free to contact me so that I can assist in providing any additional details they may need via conference call with all three parties 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

February 15, [redacted] class="MsoNormalCxSpMiddle"> [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

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 As a note, I would ask TPG to consider the information given out on their website versus the information given out by customer service representativesFor example, their website said a check had been printed and mailed out to me on Feb 3, However, in speaking with different customer service representatives, I was told there was a delay in printing the checks - this was on Feb and Feb 5, No one knew what the delay was, which would've been helpful to know so that we as customers could have a better understandingThe first representative I spoke with actually told me that the IRS was trying to get a hold of me by phone to verify my bank informationI knew that could not be true because the IRS does not call people for information, especially financial information I do know that TPG has no control over the direct deposit procedures of my bankAnd that is not my complaintThe nature of my complaint has to do with the information given out on the website that wasn't true as well as customer service reps not being able to tell customers what the delay was about in printing and mailing checks I will wait for the business to perform this action and, if it does, will consider this complaint resolvedRegards, [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.The 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, [redacted]

Dear Mr [redacted] , My sincere apologies for the manner in which you were spoken to and treated, I agree that this should not have happenedThe information you were given should have been consistentI reviewed your case with the Manager and the team in order to clarify procedures and provide further trainingI appreciate you bringing this to my attention and thank you for your input and feedback Please note that your refund was issued as a Cashier’s check and sent to the IRS on March 4, Once the check clears, I can provide a copy of the cleared check which will show the IRS stamp showing they have processed itYou may contact the IRS Customer Service line at 800- 829-to locate your funds Please let me know if there are any further questions or concerns Thank you, *** [redacted] Compliance Assistant Santa Barbara Tax Products Group