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 tried the number 858-908-7228 and it is not a usable number, then I tried to call the main 1 800 number and was told by the representative that they were not able to discuss my situation and I had to talk to the compliance department,  i just want to talk to someone who can help me PLEASE!
Regards,
[redacted]

March 4, 2016
 
[redacted]
[redacted]
[redacted]
class="MsoNormal"> 
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, 2016.
You complaint stated that you were told to send your
identification in order for TPG to release your refund. You waited two weeks
and still have not received your refund.
Controls are in place to protect our customers from identity
theft and fraud. On 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 record. Our records show that your check was cashed on March 4,
2016.
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

[redacted]
Roman" size="3">
[redacted]
[redacted]
 
RE:       Case
[redacted]
 
 
03.03.2015
 
Dear [redacted],
 
This is in response to the complaint filed
against Santa Barbara Tax Products Group to the Revdex.com on
February 26, 2015 in regards to customer service issues and fees.
 
Upon review
of your record, a Refund Transfer (RT) was chosen when your taxes were prepared
through Turbo Tax. On February 20, 2015 the IRS funded your federal return;
fees were deducted to pay your Turbo Tax user fees and an additional Bank
deposit product fee. The balance was deposited to the account instructed on the
Sunrise Banks, N.A Refund Processing Agreement. Your Bank rejected the funds
and declared the account an R23 “credit entry refused by receiver”. The funds
were returned to TPG on February 23, 2015.
 
TPG has
nothing to do with the receiving bank’s decision to reject the funds. Once TPG
receives the rejected refund, our company has the option of making another
attempt to disburse funds to the customer or simply return the funds to the
IRS. Because your attempt 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 information. 
 
TPG has begun 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.
 
TPG charges
a commercially reasonable processing fee to cover the expenses associated with
reprocessing these items. Most banks typically charge between $25 and $35 for
return item fees. In this case, you were charged a $20.00 reprocessing fee for
the rejection of funds and an additional legal processing fee of $25 to return
funds back to the IRS. Please review the attached application and agreement for
full disclosure.
 
We thank you for the inquiry. If you have any
further concerns or questions regarding this complaint, please feel free to
contact me at 877-908-7228, Monday through Friday 7 am to 3 pm.
 
Respectfully,
 
 
[redacted]
Compliance Analyst

Dear [redacted]...

[redacted],
This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 26, 2016.
You complaint stated that you were told that your funds were rejected by your bank and advised to send your identification in order for TPG to release your refund.
Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo Tax. On February 23, 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] Bank Refund Processing Agreement. Your financial institution rejected the funds and declared the account an R04 / “Invalid Account Number”. You may contact the ACH Department for [redacted] at [redacted] and provide them with trace number: [redacted], amount: $7,430.23, disbursement date: 2-23-2016 for further details regarding the rejection of funds. The funds were returned to TPG on February 25, 2016.
Controls are in place to protect our customers from identity theft and fraud. On February 29, TPG was able to verify your information, released the hold from your account and as contracted, mailed a check to your address on record. Our records show that your check was verified on March 3, 2016.
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 explanation and 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

[redacted]

size="3">
[redacted]
[redacted] Blvd Apt [redacted]
[redacted]
AZ [redacted]
 
Re:
Case [redacted]
 
April
21, 2015
 
Dear
[redacted],
 
This
is in response to the complaint filed against Santa Barbara Tax Products Group
to the Revdex.com of San Diego on April 12, 2015 regarding service issues
Upon review of your record, a Refund Transfer
(RT) was chosen when your taxes were prepared through Turbo Tax. On February
13, 2015 the IRS funded your federal return; fees were deducted to pay your
Turbo Tax user fees and an additional bank deposit product fee. The balance was
deposited to the account instructed on the [redacted], N.A. Refund
Processing Agreement. Your Bank rejected the funds and declared the account an
[redacted] “No Account/Unable to Locate Account”. You may contact your bank and provide them with trace
number [redacted] to discuss the rejection of funds. The funds were returned to TPG on February 19, 2015.
According to your contract, TPG issued a Cashier’s Check on February 19, 2015
and mailed it to the address on record. The cashier’s check was returned
to our office on March 6 as “undeliverable”.
 
You
state in your complaint that an Indemnity Bond was filed for a reissue of the
cashier’s check. This form came in after we initiate the process of returning
your funds to the IRS. This was explained to you on March 11 and again on March
18.
 
In regards to fees, TPG charges a
commercially reasonable processing fee to cover the expenses associated with
reprocessing these items. Most banks typically charge between $25 and $35 for
return item fees. In this case, you were charged a $20.00 reprocessing fee for
the rejection of funds and an additional legal processing fee of $25 to return
funds back to the IRS. No
interest is earned on your deposit and your deposit is not being used by any
financial institution during the processing of your refund. This process along
with the associated fees is disclosed in 4 different sections of the Turbo Tax
RT application. Please review
the attached application and agreement for full disclosure.
TPG
has returned your funds to the IRS on March 26, 2015. Please be advised that
the IRS can take several weeks before they acknowledge receipt and post to your
account. It is recommended that you contact the IRS at 800-829-1040 for further
details.
Please feel free to contact me at
[redacted], Monday through Friday 7 am to 3 pm, if you have any further
questions or concerns regarding this complaint.
 
Respectfully,
 
[redacted]
Compliance Analyst

[redacted]
Dear Mr. [redacted]
Banks are free to use
anything as an account number.  Most bank account numbers range from 4-17
digits long.  Payroll services are usually the only ones to initiate
direct deposit in order to ‘prenote’ the account (validate it by performing a
no-op ACH transaction).  Otherwise, most companies do not validate and/or
verify account numbers.
Once 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 IRS. TPG
delivered the refund to you through an alternative delivery method, which is a
paper check mailed to your address of record. 
We are currently evaluating
how we can enhance our process and avert this problem from occurring again in
the future. We appreciate you bringing this to our attention and thank you for
your input and feedback. If you have any other questions or concerns, please
feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pm.
[redacted]
Senior Compliance Analyst

February 29, 2016
[redacted]
[redacted]
[redacted]
class="MsoNormal">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, 2016.
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 TPG. After 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 reliable. Your 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 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 this 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 returning the funds to
the IRS.
Controls are in place to protect our customers from identity
theft and fraud. TPG was able to verify your information and released the hold
from your account. On February 20, TPG issued and mailed your tax refund as a
check. Your account establishes that on February 27 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

Hello [redacted],
 
Yes, in the case of [redacted] we have addressed and responded to the complaint. We cannot further assist in the matter, [redacted] will need to contact IRS as we suggested.
 
Kind regards,
 
[redacted]
 
Compliance Analyst:  Tax Products Group
[redacted] N [redacted] Rd, Suite [redacted]  :  [redacted]  :  CA [redacted]
www.[redacted].com  :  TF [redacted]  :  O [redacted]

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

Dear Mr.
[redacted],
This
email is in response to the complaint filed against Santa Barbara Tax Products
Group to the Revdex.com...

on February 24, 2014 regarding service
issues. 
In
accordance with your online contract, a temporary account was opened to receive
and process your income tax refund and pay your tax preparation fees from your
refund.  Upon review of your record, the
IRS funded your federal return on February 11, 2014.  TPG attempted to deposit the balance to the
account instructed on the Sunrise Banks N.A. Refund Processing Agreement.  The funds were rejected by the financial
institution.  Your statement on the
complaint confirms this event.
Controls
are in place to protect our customers from identity theft and fraud.  On two separate occasions you were advised that
two forms of unexpired government-issued ID and a bill with your current
address needed to be submitted in order to release your funds.  You stated on February 19, 2014 that you were
unhappy with our process and you didn’t want to forward your personal and
confidential information to TPG.  Because
we were unable to obtain the personal information from you in order to verify
your identity, we couldn’t proceed any further in our efforts. 
TPG has
begun the process of returning your funds to the IRS per your request.  Once TPG receives indemnification from the IRS,
your funds will be returned via Cashier’s Check.  This process can take up to 10 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. It is recommended that you contact the IRS at
800-829-1040 for further detailed information regarding your tax return and
refund after March 13, 2014. You may contact our Risk Analysis Department at
(800)814-0401 between 8am and 4pm PST if you would like to discuss this matter
with a representative. We 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 owner. 
We thank
you for the inquiry. If you have any further concerns or questions regarding
this complaint, please feel free to contact me directly at 877-908-7228, Monday
through Friday 8 am to 4 pm PST.  
Respectfully,
Cathy
Kissinger
Compliance
Assistant
Santa
Barbara Tax Products Group

Hello Ms. [redacted],
My sincere...

apologies, I agree that this should not have happened.  The information you were given should have been consistent and the check should not have been released until your address was corrected.  I reviewed your case with the Manager and the team in order to clarify procedures and provide further training.  I appreciate you bringing this to my attention and thank you for your input and feedback. 
When we spoke on the phone, you confirmed that you had possession of the check and were the one to cash it.  Per your request, your address has been updated and corrected in our system.  Also as discussed, I will remit your fees for a total of $49.99 via Cashier’s Check to the updated address on record.     
 
We thank you for your patience.  If you have any further concerns or questions regarding this complaint, please feel free to contact me at 877-908-7228, Monday through Friday 8 am to 4 pm PST.
Respectfully,
[redacted]
Compliance Assistant
Santa Barbara Tax Products Group

[redacted]

size="3">
 
RE:       Case [redacted]
 
 
September 17, 2015
 
Dear
[redacted],
 
This is in response to the complaint filed against Santa
Barbara Tax Products Group to the Revdex.com on September 16, 2015
regarding service issues. 
 
Upon review of your record, a Refund Transfer (RT) was chosen when your
taxes were prepared through Turbo Tax. On May 27, 2015 the IRS funded your
federal return; fees were deducted to pay your Turbo Tax user fees. The balance
was deposited to the account instructed on the Sunrise Banks, N.A. Refund
Processing Agreement. The Bank rejected the funds and declared the account an
R03 “No Account/Unable to Locate Account”. The funds were returned to TPG on May
29, 2015.
 
On June 22, 2015 you explained that the routing transit
number (RTN) was wrong on your tax return. If a taxpayer enters a bank account
that will not accept the deposit, the transaction is rejected by the receiving
bank. SBTPG charges a processing fee of $20.00 to process the rejection of the
funds. SBTPG provided the service which we were contracted to provide in
deducting the applicable fees and depositing the money into the account which
you directed on the online agreement. 
Most banks typically charge between $25 and $35. Please
review the application and agreement for full disclosure. A sample of the
online agreement has been attached for your review.
 
Our regulators require that we follow Customer Identification Program
(CIP) and Know Your Customer (KYC) procedures, which are part of the statute of
the USA Patriot Act. Due to our regulatory obligation to protect every consumer
there are times when enhanced due diligence is required.  On June 22, SBTPG began the process of
returning your funds to the IRS. This process can take up to 15 business days.
 
TPG returned funds associated with your tax return filing back to the
Internal Revenue Service, specifically the RICS/IVO Division of the IRS in
Fresno, on July 10, 2015. The funds were sent back electronically via the FMS
ACH Credit Gateway process. Please allow approximately 10-12 weeks from the
date for the IRS to acknowledge receipt of funds.
 
We apologize for the
inconvenience this has caused you and the manner in which your inquiry was
handled by our Customer Service agents. 
Customer courtesy is an extreme priority for us and in this case, we
apparently failed you.  All the customer
agents involved have been reminded of their obligation to always process
customer inquiries in a respectful manner. 
 
We hope this satisfies your inquiry. Please feel free to
contact me at 877-[redacted], Monday through Friday 7 am to 3 pm, if you have any
further questions or concerns regarding this complaint.
 
 
Respectfully,
 
[redacted]
Compliance
Analyst

March 14, 2016
 
[redacted]
[redacted]
[redacted]...

[redacted]
 
Dear [redacted],
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on March 4,
2016.
In your complaint, you stated that after filing your taxes
with Taxslayer, you entered the incorrect routing number for your account. As a
result, you needed to upload your identification to TPG for verification. You
tried calling TPG’s customer service for updates on your account but either was
unable to speak to someone or could not reach someone.
We have experienced extremely large call volumes which
correlates to extremely large funding from the IRS. This unexpected spike in
business caused extreme demand on our resources such as out call center. We
apologize for the inconvenience this has caused you and the inability for you
to reach live customer support.
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 March 4, 2016, TPG was
able to verify your information and released the hold on the account. The
refund was reissued as a Cashier’s Check on March 7, 2016.  Please allow up to 7 days for the check to reach
your address on record.
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 [redacted], Monday through
Friday, 7am to 4pm.
 
Sincerely,
[redacted]
Compliance Analyst

April 18, 2016
[redacted]
class="MsoNormal">Dear Mr. [redacted],
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on April 5,
2016.
In your complaint you stated that after having your tax
return approved by the IRS on February 17, you were not informed that there was
an issue regarding your account. You followed TPG’s procedures to release the
hold by uploading the correct documentation but still did not receive it. You
also read that there was interest being collected while TPG holds your funds.
Upon review of your account, TPG held your refund because
the account number you submitted was to an account that was frozen. 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.
TPG requested you to send a valid form of identification in
order to release the hold on your account. On March 22, TPG was able to verify
your identity and released the hold on your account. This allowed TPG to
process your refund as a Cashier’s Check and send it to your address on record.
You were given a 5-7 business day timeframe for when to expect to receive it.
Unfortunately, you did not receive your check within the
timeframe. You contacted TPG and explained you did not receive your check. TPG
explained that in order to have a new check reissued, you would have to fill
out an Indemnity Bond.
After speaking with you, I explained the Indemnity Bond
process to you more in depth. You were able to successfully complete and send
the Indemnity Bond to TPG. TPG processed the Indemnity Bond that same day and
reissue a new check to you.  Certified
ground mail confirmed that the check was delivered on April 16, 2016 and signed
by [redacted].
TPG does not collect interest while holding funds. No
interest is earned on your deposit and your deposit is not being used by any
financial institution during the process of your refund.
On behalf of TPG, I want to apologize for not informing you
about any issues that arose causing TPG to place a hold on your account. TPG
has implemented a new policy that informs our customers about any issues that
will cause a hold to be placed on their accounts.
TPG is sorry for any inconvenience that you may have
experienced.  If you have any other
questions or concerns, please feel free to contact me at 877-908-[redacted], Monday
through Friday, 7am to 4pm.
Sincerely,
[redacted]
Compliance Analyst

We are formally requesting an extension regarding this complaint.  Our Legal Department is handling the issue but requires more time.
Thank you,
[redacted]

[redacted]
 
RE:          Case [redacted]
 
04.02.2015
 
Dear [redacted],
 
My sincere
apologies, I agree that someone should have contacted you with the [redacted] trace
number.
Customer courtesy is an extreme priority for us and in this case, we apparently
failed you.  All the customer agents
involved have been reminded of their obligation to always process customer inquiries
in a respectful manner.
 
TPG’s customer service efforts are highly
successful as customers each year utilize the Web to change account
information. Thank you for your valuable input and
recommendations which will be addressed in our annual review. Regular
assessments such as these ensure our ability to continue to deliver quality
service. 
 
Please feel free
to contact me at ###-###-####, Monday through Friday 7 am to 3 pm if you have
any further concerns or questions regarding this complaint.
 
Respectfully,
 
 
[redacted]
Compliance Analyst

March 2, 2016
[redacted]
class="MsoNormalCxSpMiddle">Dear Mr. [redacted],
This is in response to your complaint filed against Santa
Barbara Tax Products Group through the Revdex.com on February 22,
2016.
Your complaint stated that once you learned your account was
placed on hold, you tried speaking with TPG’s customer service to learn why
there was a hold. You were unable to speak to someone after calling a number of
times which is why you filled a Revdex.com complaint.
We are experiencing extremely large call volumes which
correlates to an extremely large, and unexpected, funding from 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. 
Controls are in place to protect our customers from identity
theft and fraud. Our Risk Department has contacted your wife, [redacted], on
February 26 to discuss your complaint. TPG was able to verify her information
and release the hold from your account. Your refund will be direct deposited
into your account the same day your wife has spoken with us.
If you have any other questions or concerns, please feel
free to contact me at [redacted], Monday through Friday, 7am to 4pm.
 
Sincerely, 
[redacted]
Compliance Analyst

[redacted]th Street,
*rd Floor
[redacted], **...

[redacted]
Re: Case [redacted]
November 16, 2015
Dear Ms. [redacted],
This letter is in response to the complaint filed against
Santa Barbara Tax Products Group (TPG) to the Revdex.com on November
11/10/2015 regarding your funds.
Upon review of your record, when your taxes were prepared
through Jackson Hewitt, you chose a Refund Transfer (RT) product. When a taxpayer
selects an RT, they direct the IRS to deposit their tax refund into a temporary
account. When the IRS refund is received, deductions are taken from the refund
to pay the tax preparation fees and RT fee. The balance of the refund is then
disbursed to the taxpayer by way of deposit to an account designated by the
taxpayer, in your case, into a personal bank account.
On behalf of TPG, I would like to formally apologize for any
trouble or confusion that was caused with receiving your refund. On October 20,
2015, the IRS funded your federal return; fees were deducted to pay your tax
preparation fees and an additional RT fee. Due to the account being closed, the
funds were sent to you as a Cashier’s Check to the address on record.  On Thursday, November 12, 2015, TPG received
and processed your Indemnity Bond. TPG issued the cashier’s check on Friday,
November 13, and it was overnighted for your convenience. The check should
arrive on Monday, November 16.
We hope this satisfies your inquiry. If you have any
questions or concerns, please feel free to contact me at 877[redacted], Monday
through Friday, 7am to 4pm.
Respectfully,
[redacted]
Compliance Analyst

May 5, 2016 [redacted]
[redacted]   Dear Mr. [redacted] We are writing in response to your complaint filed against Santa Barbra Tax Products Group (TGP) on April 25, 2016. To give you some...

background and help you appreciate our role in your complaint, we would like to explain TPG’s role with Civista Bank (Bank). TPG is a third party process for the Bank. 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 refund. This saved you the difficulty of paying these fees upfront to your tax preparer or Software Company. Your complaint stated that on January 21, 2016, you filed your taxes through Turbo Tax. You received a notification from the IRS indicating that your taxes needed further information, which delayed your refund 12-16 weeks.  You constantly checked the IRS website for any new updates regarding your refund. On April 20, 2016, the IRS informed you that your refund would be deposited to your bank. Unfortunately, you were unaware of an email TPG sent you in February requesting you to submit your identification through TPG’s online portal. You attempted to call TPG to learn more information regarding your refund, but was unable to get through to someone. Once you did, you spoke with a representative named Rochelle, who would not provide you with the information you needed regarding your account. 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, TPG received your refund from the IRS on April 19, 2016.  Due to certain fraud filters your transaction was placed on hold in a non-interest bearing account for additional verification.  This account hold was placed on April 19, 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.  TPG requested that you submit a valid form of identification in order to validate your account. This validation process allows TPG to release the hold on your account and deposit your refund into your account. On April 26, 2016, TPG was able to validate your identification and release the account hold. Your refund was deposited into your account on April 26, 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

minor-latin;"> 
 
 
[redacted]
 
RE:       Case[redacted]
 
 
03.20.2015
 
Dear
[redacted],
 
This is in response to the complaint filed
against Santa Barbara Tax Products Group to the Revdex.com on March
16, 2015 regarding customer service issues.
 
Upon review of your record, a Refund Transfer
(RT) was chosen when your taxes were prepared through Turbo Tax. On January 29,
2015 the IRS funded your federal return; fees were deducted to pay your Turbo
Tax user fees and an additional Bank deposit product fee. The balance was
deposited to the account instructed on The Citizens Banking Company Refund
Processing Agreement. Our regulators require that we follow Customer
Identification Program (CIP) and Know Your Customer (KYC) procedures, which are
part of the statute of the USA Patriot Act. Once you were verified as the
lawful owner of the funds, your refund was released as a Cashier’s Check on March
19, 2015.
 
Thank you for bringing this matter to our
attention.  We apologize for the
inconvenience this has caused you and the manner in which your inquiry was
handled by our Customer Service agents. 
Be assured that our team was made aware of the issue and have addressed
it. 
Please feel free to contact me at [redacted], Monday through Friday 7 am to 3 pm if you have any further
concerns or questions regarding this complaint.
 
Respectfully,
 
 
[redacted]
Compliance Analyst