Santa Barbara Tax Products Group

February 10, 2016
[redacted]
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Dear Ms. [redacted],
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 allowance. Unfortunately, TPF has no control over your bank’s decision to reject the deposit. TPG made another attempt to disburse funds to you. Your refund was converted into a Cashier’s Check and was mailed to your on 2/6/2016. Please allow 5-7 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 you. If you have any questions or have not received your refund, please 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 b
I do not after because  yourverification system is not working. I verified all information as requested. Your system would not verify tve codes that were sent. To me that is your error not mine. I need you to promptly send me a check for my refund. I  entered all required coses correctly. With no errors I am being penalized for the flaws in your system. I am still waiting for three supervisor call backs I have never been treated no rudely and unprofessionally.. one of your reps admitted the system was malfunctioning. I have read several complaints from consumers having the same problem.They were mailed thier checks directly from your company.I want mine
Regards,
[redacted]

April 18, 2016
[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 9,
2016.
In your complaint, you stated that you filed you taxes in
March with Turbo Tax. On March 23, the IRS approved your refund but due to
unusual activity, TPG placed a hold on your account. TPG requested you to send
in your identification to verify your account. After sending your information
to TPG via fax and through the website, you have been unable to receive an
update on the status of your account.
We experienced extremely large call volumes correlated to
extremely large funding from the IRS. This unexpected spike in business caused
extreme demands on our resources such as our customer call center. We apologize
for the inconvenience this has caused you and the difficulty to reach a
customer service agent.
Controls are in place to protect our customer from identity
theft. On May 12, TPG was able to verify your identity and released the hold on
your account. TPG processed your refund as a direct deposit on April 12, 2016.
On behalf of TPG, I would like to remit $34.99 for the
processing fees due to the delay in receiving your refund. Thank you for taking
the time to communicate to us why our service did not meet your expectations.
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

It s againstt thrm cause once you are approved for refund  it s sbtpg who u deal with not turbo tax sbtpg is responsible for getting money to u  after deducting fee for turbo tax doing your taxes n bank fee  now I admit like I said before I was at fault for having a missing number...

when they yried to deposit on 11 th of February but on 12th when my bank returned money to them they was suppose to mail me a check I told them before they mailed it I fax them current address  new one cause I had moved from address filed and all number to account so it was right they refused to accept fax sent money to wrong address it was returned to them they said they had to return to irs they got check back on 21 of February still irs not received my money nor me then I called turbo tax rxplained to them they said sbtpg said I had to go online to change or update account and address when I did they had my account to do so locked claimed they tried to srnd to bank again which they did not instead of sending back to irs no money irs said irs say it like direct deposit it goes right to irs accpunt cause am already was approved dnt owr no one irs said they either had to give me money immediley or return to them next day to be sent out neither has happen [redacted] dollats and on company website complaints hhundreds of prople said they did same thint we sent irs money never dif and they stole there money they will not do ot to me they need to be expose I need help or resources to make them give me my money like irs said it s minebthey can t hold it yet no one seems to now how to make them give me my money

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. When I have received the check in the mail as noted. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Thank you for your response in a timely manner. [redacted] was so helpful and prompt with her response I appreciate it greatly. I am confident with this company and their promise.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  As a note, I would ask TPG to consider the information given out on their website versus the information given out by customer service representatives. For example, their website said a check had been printed and mailed out to me on Feb 3, 2016. However, in speaking with 3 different customer service representatives, I was told there was a delay in printing the checks - this was on Feb 4 and Feb 5, 2016. No one knew what the delay was, which would've been helpful to know so that we as customers could have a better understanding. The 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 information. I 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 bank. And that is not my complaint. The 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 resolved.
Regards,
[redacted]

May 5, 2016 [redacted]
[redacted]   Dear Ms. [redacted], We are writing in response to your complaint filed against Santa Barbara Tax Products Group (TPG) on April 21, 2016. To give you some background and help you appreciate our...

role in your complaint, we would like to explain TPG’s relationship with [redacted] (Bank). [redacted] is a third party processor for the Bank. Through this relationship, [redacted] is able to offer tax products which are sold through [redacted] through a network of tax preparation franchises, independent tax professionals and online tax preparation services. The 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 refund. This saved you the difficulty of paying these fees upfront to your tax preparer or Software Company. Your complaint stated that [redacted] would not send your refund.  You requested that [redacted] send your refund. To address your complaint while still protecting your identity, we have written you a detailed letter with specific information related to your account. Our letter outlined the timeline of events and referenced specific dollar amounts and account information. To respond to your Revdex.com complaint, we will summarize the events, but please reference the letter we sent you for additional details. In summary, on February 8, 2016, [redacted] received your electronic filing record from [redacted] Tax. This means that you used [redacted] Tax software to prepare your own tax return and you elected to utilize a Refund Transfer to pay for your software fees. [redacted] received the data file and no monies were transferred.  The IRS funded your return on April 5, 2016 and [redacted] submitted payment to the account you stated on your tax return. On April 12, 2016, you called [redacted] to inquire about the status of your refund.  A [redacted] representative explained that your funds were deposited to the account you had listed on your tax return on April 5, 2016.  [redacted] provided you a trace number and confirmed payment was sent to the account number from your tax return.  To help you, [redacted] sent a “Letter of Research” to [redacted].  This letter was sent on April 12, 2016 and requested detailed information regarding the payment [redacted] had made to your account.  On April 12, 2016, [redacted] responded that your account was closed.  On April 19, 2016, your bank rejected payment and your funds were received at [redacted] because the account was closed. Due to heightened fraud within the tax industry and to help protect our customers, [redacted] requires that all accounts with a rejected bank payment are placed through additional verification before funds can be released.  Due to this requirement your transaction was placed on hold on April 19, 2016 in a non-interest bearing account for additional verification.  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 identity.  You were sent an email with instructions on how to release the account hold. [redacted] received your identification on April 21, 2016.  You were told that it would take up to 7 days to review your documents and validate your account.  As a courtesy to you, [redacted] escalated the risk review.  Your refund, was sent as a Cashier’s Check on April 25, 2016.  According to our records, this check cleared on May 4, 2016. Please understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients from identity theft. We understand your frustration and apologize for any inconvenience that you may have experienced. Sincerely, [redacted] Compliance Analyst

March 2, 2016
 
[redacted]
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Dear Ms. [redacted],
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on February
22, 2016.
You complaint stated that after TPG put a hold on your
account, you tried contacting TPG’s customer service to learn why there was a
hold. Since then, you were unable to speak to a representative regarding your
account.
We are experiencing extremely large call volumes which correlates
to extremely large funding from the IRS. This unexpected spike in business
has caused extreme demand on our resources and unfortunate delays in processing. 
We apologize for the inconvenience this has caused you.
Controls are in place to protect our customers from identity
theft and fraud. TPG was able to verify your information and release the hold
from your account. On February 22, TPG was able to verify your information and
release the hold from your account.
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

Dear Mr.
[redacted],
The
SAMPLE screen shots provided will establish that our fees and references to the
Bank are adequately displayed on the Turbo Tax application for 2014 as required
by banking regulations.  Our fee is
located in six (6) different webpages ensuring the customer if fully aware of
all bank fees.  The customer authorizes
the deduction of fees upon selecting “I Agree” to the Refund Transfer
Application and Agreement.  If the
customer changes their mind, they may select the “Back” or “I Don’t Agree” button
to return to the payment options page. 
The customer is not obligated to select the bank product; they may
choose to pay via credit card.  Also note
that Turbo Tax will not allow the customer to proceed without selecting an
option to the Agreement: “Back”, “I Don’t Agree” or “I Agree” buttons.  The customer cannot bypass this contract and inadvertently
agree; the customer has to manually select an option.  You may refer to the screen shots for clarification.      
TPG has
nothing to with the receiving bank’s decision to reject the funds.  TPG provided the service which we were
contracted to provide in depositing the monies into the account which you
directed on the online agreement; therefore we deny the request for
reimbursement of the $29.99 processing fee.  Again, Turbo Tax is the party responsible for
communicating all activities regarding your tax refund via email.
Respectfully,
[redacted]
[redacted]
Compliance
Assistant
Santa
Barbara Tax Products Group

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 filed a prior complaint against this company and I did say I was unsatisfied with their resolution and practices I received a phone call and a letter in the mail from them asking me to sign the bond so that this can be handled. When I had prior stated through my Revdex.com complaint I did not want to do that but since TPG was so adamant I went ahead and had it signed and faxed it over. I called and spoke to an agent today to check on the status of the bond and was told my account is now blocked and that no one can speak to me because I filed a complaint against the company and that I cannot call again. I feel that as a consumer I should be able to file a complaint without retaliation from a business. So now I am opening a case again with this company and thier shady practicesI will like my refund as I followed the steps they gave me, te company needs to be reprimanded because of the customer is not threatening them, a block should not be placed on thier account because they are dissatified with the treatment they received
Regards,
[redacted]

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

May 6, 2016 [redacted]
[redacted]   Dear Jonah [redacted], We are writing in response to your complaint filed against Santa Barbra Tax Products Group (TGP) on April 28, 2016....

Your complaint stated that you filed your taxes through [redacted] Tax and elected to have the fees deducted from your refund.  Santa Barbara Tax Products Group (TPG) deducts these fees for you. On April 15, 2016, TPG informed you that your refund was on hold due to suspicious activity.  TPG did not define why your refund was on hold but provided you instructions to release the hold. To release your account hold, you submitted identification to TPG on 04/16/2016.  You were told it would take 7 days to release the hold. Your account is still on hold as of 04/28/2016 and you are unable to reach a supervisor at TPG.  You are unhappy with the service provided. To address your complaint while still protecting your identity, we have written you a detailed letter with specific information related to your account. Our letter outlines the timeline of events and referenced specific dollar amounts. To respond to your Revdex.com complaint, we will summarize the events, but please reference the letter we sent you for additional details. In summary, on April 5, 2016, TPG received your electronic filing record from [redacted] Tax. 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 fees. TPG received the data file and no monies were transferred. On April 12, 2016, your refund was approved by the IRS and payment was made to TPG. Due to certain fraud filters your transaction was placed on risk hold in a non-interest bearing account for additional verification.  Please understand that we are unable to tell you the specific reason for the risk hold but need to have processes in place to protect our customer accounts.  The account hold was placed on April 12, 2016 (the same day payment was received from the IRS).  You were sent an email to the address on file with instructions for how to verify your account. On April 16, 2016, you submitted your unexpired government issued ID to TPG for verification.  You were told that it takes up to nine (9) business days for TPG to review your documentation.  Unfortunately, due to upload error, TPG did not receive your documentation.  You called TPG to inquire about the status of your refund on 04/27/2016.  Your account was immediately escalated to the Risk Department.  As a courtesy to you, TPG risk analysts manually reviewed your account rather than asking you to re-upload your identification.  Your tax refund was paid to the account on file on April 29, 2016. Please understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients from identity theft. We understand your frustration and apologize for any inconvenience that you may have experienced. Sincerely, [redacted], Compliance Analyst

February 17, 2016
[redacted]
[redacted]
[redacted]
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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, 2016.
You contacted TPG’s customer service regarding your IRS tax
return refund. You stated that the phone lines did not work and our phones hung
up on you at times while trying to inquire about refund.
Upon review of your record, TPG has not received your tax
refund from the IRS to date. Additionally, TPG has contacted your online tax
software provider and it was confirmed that your federal return was accepted on
January 25 but no funds were received from the IRS. As of now, neither TPG nor
your tax preparer received funding from the IRS related to your tax return.
There are a number of reasons this may occur, but in order
for TPG to locate your refund, we will need you to personally go through the
IRS website to file a trace request. A trace request is the process the IRS uses
to track your refund. You can call the IRS Refund Hotline at [redacted] and
use the automated system or speak with an employee for a walk-through. Below, I
have outlined the steps needed to correctly file a trace request.
First, you will need to access the IRS.gov website and click
the “Refunds” option at the top of the page. There is a button located in the
middle of the page, “Where’s my refund”, that you will need to click. You will
be asked to submit specific information to the IRS in order to access the trace
request page. The option for a trace request will ask you to provide more
information regarding your return. Once you provide the correct information,
the IRS will send you a trace number that can be used to locate your refund.
Please submit this trace number to TPG and we will use that information to locate
your funds with [redacted].
We are expecting extremely large call volumes which
correlates to an extremely large, and unexpected, funding from the IRS. This
unexpected spike in business has caused extreme demand on our resources and
unfortunate delays in processing. We apologize for the inconvenience this has
caused you and the manner in which your inquiry was handled by our Customer
Service agents.
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] [redacted]
[redacted]
[redacted]...

[redacted]
 
Re:         Case [redacted]
 
April 14, 2015
 
Dear [redacted],
 
This email is in response to the complaint filed against
Santa Barbara Tax Products Group to the Revdex.com of San Diego on April
4, 2015 regarding delivery issues.
 
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 weeks. 
TPG offers a Web site where customers can change their account
information.  TPG 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.  On March 11, 2015, you called our Customer
Service line and when you indicated that you were having difficulties with our
website, our agent provided you the option to send in an Account Change Form
with IDs to verify your identity.  You
stated that you would not be sending in that email. 
 
TPG
began the process of returning your funds to the IRS. This process can take up
to 15 business days. Please be advised that once we have returned funds to the
IRS it can be several weeks before they acknowledge receipt and post to your
account. We 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.
 
The fees deducted from your refund were [redacted] user
fees of $57.98 for tax preparation.  If
you would like reimbursement of these fees, please contact [redacted]
directly.  TPG did not charge any fees
for our services.  Full disclosure of the
Bank and TPG are on the [redacted] webpages. 
I’ve attached a few SAMPLE screen shots for your review.     
 
Please feel free to contact me at 877-908-7228, Monday
through Friday 7 am to 4 pm, if you have any further questions or concerns
regarding this complaint.
 
Respectfully,
 
[redacted]
Senior Compliance Analyst

February 19,...

2015
 
[redacted]
1 S[redacted]
Wa[redacted]
 
Dear Mrs. [redacted],
 
This letter is in response to the
complaint filed against Santa Barbara Tax Products Group (TPG) to the Revdex.com of
San Diego and Imperial Counties on February 9, 2015 regarding your tax refund
deposit.
 
As I confirmed with you on the phone, after
a thorough investigation into your account, we believe that you are a victim of
Identity Theft.  We have placed an identity
theft indicator on your account.  Please
disregard any written notices or statements you may have received regarding
this fictitious account.  No information
concerning this account will be reported to any credit agencies.
 
We encourage you to contact the IRS at
the Identity Theft Specialized Unit, toll free at (800) 908-4490.  The IRS can assist you with questions
regarding identity theft related to your account.  You will need to fill out the IRS Identity
Theft Affidavit, Form 14039, please locate this form on www.irs.gov. 
 
As a victim of identity theft, you
should take immediate steps to protect your personal information.  We have provided a link to the Federal Trade
Commission’s website for information on what you should do as a victim of
identity theft:
 
http://www.ftc.gov/bcp/edu/microsites/idtheft
 
So that we may investigate this matter
more thoroughly and help provide as much information as possible to the
authorities, please provide us with a copy of the signed for 10439 and a government
issued photo ID for our records.  This
will help us validate your identity and your claim of identity theft.
 
If you have any further concerns or
questions regarding this complaint, please feel free to contact me at [redacted], Monday through Friday 7am to 3pm PST.  Please reference case #[redacted].
 
Respectfully,
 
 
Chr[redacted]
C[redacted]
Santa Barbara Tax Products Group

Dear Mr.
[redacted],
Upon
researching your claim of your missing refund, I contacted Financial Management
Services (FMS) at...

###-###-####.  This is
a treasury offset program and it appears they intercepted your refund before it
was deposited at Santa Barbara Tax Products Group.  Your refund was applied to the U.S.
Department of Education.  You may contact
FMS at the number listed above or they also provided the following number for
you to contact for further details of the delinquent debt they collected on:
U.S. Department of Education at ###-###-####. 
We hope this helps to clarify where your funds are located. 
On
behalf of the bank and all customer service agents involved, I apologize for
the lack of customer service provided to you. 
Customer courtesy is an extreme priority for us and in this case we
apparently failed you.  Their manager was
provided a copy of this complaint and will be addressing those issues directly
with them. 
If you
have any further concerns or questions regarding this complaint please feel
free to contact me at ###-###-####, Monday through Friday 8 am to 4 pm
PST. 
Respectfully,
[redacted]
Compliance
Assistant
Santa
Barbara Tax Products Group

When you receive a refund over 10k, or anything substantial, they flag your account, unbeknownst to you, as potentially suspicious, and require you to upload additional documentation. An absolutely bogus practice as our own Federal Government has checks and balances in place to ensure your identity is in line before any refunds are issued. Yet if this bank enforces their "security measures", apparently it allows them to sit on my, and thousands of other taxpayers refunds and collect interest while they "verify" you. Forget customer service as well. The bank won't answer 99% of the time, and when they do, they play round robin with transfers until you hang up. [redacted] - take note - you've lost a longtime customer and advocate and I can assure you many more will follow my lead.

March 2, 2016
 
[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
22, 2016.
Your complaint stated that after you filed your tax return
through Turbo Tax, you were told to call TPG because your refund was not direct
deposited into your account. You tried a number of times to call TPG’s customer
service, but was unable to speak to someone. Once you were able to reach a
representative, claiming she was very rude to you when you spoke with her.
Upon review of your record, a Refund Transfer (RT) was
chosen when your taxes were prepared through Turbo Tax. On February 17, 2016 the IRS funded your federal
return; fees were deducted to pay your Turbo Tax user fees and an additional
Bank processing fee for the RT. The balance was deposited to the account
instructed on the [redacted] Refund Processing Agreement. Your financial
institution rejected the funds and declared the account an R04 / “Invalid
Account Number”. You may contact [redacted] ACH Department at [redacted] and
provide them with trace number: [redacted], date of disbursement and
amount for further details regarding
the rejection of funds. The funds were returned to TPG on February 18, 2016.
If a taxpayer enters a bank account that will not accept the
refund deposit, the transaction is rejected by the receiving bank. Often times
this occurs because the taxpayer has entered the incorrect bank account
information or the account is closed. In these cases, the receiving bank
“rejects” the transaction and returns the funds to the sender, in the case,
TPG. TPG has nothing to do with the incorrect account information entered by the
taxpayer or the receiving bank’s decision to reject the funds. Once 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.
We apologize for the inconvenience this has caused you and
the manner in which your inquiry was handled by our Customer Service
agents.  All the customer agents involved
have been reminded of their obligation to always process customer inquiries in
a respectful manner. 
Controls are in place to protect our customers from identity
theft and fraud. On February 23, TPG was able to verify your information and
release the hold on your account. Our records shows that you check was verified
on February 26.
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 Mr.
[redacted],
As a
courtesy, TPG will remit $49.99 to resolve this complaint via Cashier’s Check
to your address on record.
Please
note it was confirmed that your issue is a matter of you submitting incorrect
account information.   Your record is not
part of the Intuit “glitch” that you referred to as the records affected are
very specific and alerts were placed in each record.  Also, this “glitch” did not involve Regency
Bank, such as your record indicates. 
[redacted] is the same bank you used last year.  
Upon
further investigation, you also received remittance of fees last year.  Since you have had prior issues with our
product, it is recommended that you verify your banking information carefully 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.  If the bank is unable to deposit your refund due to
incorrect information provided, there is a reprocessing fee to convert your
refund to a check and mail it to the address on the account.  It is also advised that if using our bank
product again next year, you contact TPG at 877-908-7228 or via www.sbtpg.com at the time of filing to verify
that the account information transmitted to us is correct. 
Please
note that your account will be flagged in the future.
If you
have any further concerns or questions regarding this complaint please feel
free to contact me at 858-334-6493, Monday through Friday 8 am to 4 pm
PST.  
Respectfully,
Cathy
Kissinger
Compliance
Assistant
Santa
Barbara Tax Products Group

March 14, 2016
 
[redacted]
[redacted]
class="MsoNormalCxSpMiddle">[redacted]
 
Dear Mr. [redacted],
This is in response to your complaint against Santa Barbara
Tax Products Group (TPG) through the Revdex.com on March 9, 2016.
Please allow me to explain the role of TPG in this matter.
TPG, on behalf of [redacted] (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
fees. 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 21 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.  
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 fraud. TPG feels this is the most prudent
course of action to protect taxpayers given the current environment. TPG is
committed to protecting your privacy and ensuring that only you can access your
funds.
Per our phone call discussion, details of the hold were
explained, confirmation was received that your information was verified and the
hold on your account was released. The refund and RT fee were reissued as
Cashier’s Checks on March 14, 2016.  Further
details were provided via email as you requested. 
TPG is sorry for any inconvenience that you and your wife
may have experienced.  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