Santa Barbara Tax Products Group

[redacted]...

[redacted]
RE:      Complaint ID [redacted]
Hello Mrs. [redacted],
This email is in response to the complaint filed against Santa Barbara Tax Products Group to the Revdex.com of San Diego on May 28, 2014 regarding funds never received. 
Please allow me to discuss who we are and what products we offer to taxpayers in order for you to gain a better understanding of our role in processing your tax return refund. Our bank product provides the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any out-of-pocket costs. When the taxpayer prepares their taxes through Turbo Tax, they can choose to deduct their fees from their refund. When the taxpayer selects our bank product, they direct the IRS to deposit their tax refund into a temporary account at the Bank. When the Bank receives the IRS refund (usually 10 to 21 days from the filing date), the Bank makes deductions from the refund to pay the tax preparation fees and Bank fee. The balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayer (either a personal bank account or a prepaid card).
Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo Tax. When the IRS funded the federal return; fees were deducted to pay the Turbo Tax user fees. The balance was deposited to the designated account. 
Your account information was changed online prior to IRS funding. The person would have needed sufficient confidential and personal history information to pass a number of security questions in order to change the routing and account number. When I contacted US Bank they stated that these funds went into a prepaid loadable card but would not provide any further information.  It is recommended that you contact US Bank at 800-937-6310 for further details surrounding the deposit of these funds. You may be victims of identity theft and/or fraud and it would be advisable to use the Letter of Research provided to file a police report to investigate this matter more thoroughly and to locate your refund. 
If you have any further concerns or questions regarding this complaint, please feel free to contact me at [redacted], Monday through Friday 8 am to 4 pm PST.
Respectfully,
[redacted]
Compliance Assistant
Santa Barbara Tax Products Group LLC

March 2, 2016
[redacted]
class="MsoNormalCxSpMiddle">RE:          Complaint
ID: [redacted]
                Complaint
ID: [redacted]
Dear Ms. [redacted],
This is in response to the complaints filed against Santa
Barbara Tax Products Group through the Revdex.com on February 22,
2016 by you and your spouse.
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 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 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 contacted you on February 26 to discuss
your complaint. TPG was able to verify your information and released the hold on
your account. Your refund was direct deposited into your account.
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

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]

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.Well I am only rejecting because they are still lying
it sounds like they heard the recorded phone conversation I had with the
Supervisor and are now trying hide the fact why my refund was returned. It was
not because of any fraud according to their Supervisor it was because he felt I
cussed him out. Like I said this guy was not trying to ask many questions at all
there was never any mention of details of my return. Since they are continuing
to lie I will take this up with the US attorney General these is are
reporting false information most unprofessional thing I have ever seen from any
US company.
Regards,
[redacted]

March 14, 2016
[redacted]
[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 March 8, 2016.
Please allow me to explain the role of TPG in this
matter and clarify the information provided to you by [redacted]. 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 [redacted], 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.
Despite your history with us, your account was flagged for
further review. On March 14, TPG was able to verify your information and
released the hold on your account. Your refund has been direct deposited into
the account you provided when filing your taxes.  The RT fee will also be refunded and mailed
as a Cashier’s Check to the address on record.  
Thank you for taking the time to communicate to us why our
service did not meet your expectations and the additional feedback to serve our
customers notification of these holds to provide better service.
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

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]
P.S.   Thank you very much.   This company would not respond to me as it pertains to an actual Fed. Income Tax Fraud case.   Once I contacted the Revdex.com and you made contact with them they contacted me immediately.  I really appreciate your assistance as I am now in contact with them in order that they can return monies received falsey to the FED. IRS.   [redacted] J. [redacted]    [redacted]

March 14, 2016
 
[redacted] [redacted]
class="MsoNormalCxSpMiddle"> 
Dear Ms. [redacted],
This is in response to your complaint filed
against Santa Barbara Tax Products Group (TPG) through the RevDex.com on March 4, 2016.
Your complaint stated that you filed your taxes on
January 27 but did not receive your refund. You called TPG and was given a
number of different dates as to when you should receive your tax refund.
Upon review of your record, it shows that the
account you tried depositing your refund into was closed. 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 incorrect bank account information or the account is closed. In
these cases, the bank “rejects” the transaction, and returns the funds to the
sender, in this case, TPG.
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.  TPG was able
to verify your information and released the hold on the account. The refund was
reissued as a Cashier’s Check on February 29, 2016.  TPG confirmed that the check was negotiated
on March 9, 2016. 
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

March 10, 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
29, 2016.
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 TPG. When 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 10 days. After 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 IRS. This unexpected spike in business
caused extreme demands on our resources such as our call center. We 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 fraud. On February 26, TPG was able to verify your identity and
released the hold on the account. The refund was reissued as a Cashier’s Check
and mailed it to your address on record. TPG confirmed that the check was
negotiated on March 5, 2016.
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

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]

March 21, 2016
[redacted]...

[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 10, 2016.
Your complaint stated that TPG held your tax
return for two weeks. You were able to upload your identification for
verification and asked to wait 7 days for TPG to process it. After waiting the
7 days, you called TPG to learn your identification had not been approved yet.
You also claimed TPG’s customer service was rude towards you during your
conversation.
We apologize for the inconvenience you experienced
and the manner in which you felt our customer service agents handled your
inquiry. We have spoken with the customer service representatives regarding
your complaint and reminded them 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 March 11, TPG was able to approve your
identification and release the hold from your account. On the same date, TPG
was able to process your refund as a Cashier’s Check and mail it to the address
you provided. Please allow up to 7 days for your Cashier’s Check to reach your
address. Due to the volume during the same timeframe, TPG needed extra time to
process your documents. 
Thank you for taking the time to communicate to us
why our service did not meet your expectations. 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 2, 2016
Dear [redacted],
This is in response to the rebuttal filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 29, 2016.
We experienced 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 caused you in having your funds released in the timeframe given to you. TPG 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 product. The taxpayer is entirely responsible for the information provided to the software including the disbursement account where the refund will be deposited. DIY 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 funds. 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. Once 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 Number. I recommend that you contact the ACH Department for [redacted] at [redacted], option 0. Please provide tracking #: [redacted], disbursement date 2/9/16 and amount of $6,049.23 to help them track the attempted deposit. On March 2, I confirmed with a [redacted] representative that this was attempted and rejected back to TPG. Please 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 account. I 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 account. The code we were given for your account was an R04 – Invalid Account Number.
TPG discloses our process along with the associated fees which is clearly described in 4 different sections of the Turbo Tax RT application as identified below. The 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 4 and 7 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 taxes. You also authorize BANK to deduct twenty dollars ($20) as a returned item processing fee from your Deposit Account in the event that your deposit is returned or you provide incorrect bank account or routing information, as set forth in the Note in paragraph 7 below.”
Section 6: “We will also charge a Return Item Fee of $20 if the refund cannot be delivered as directed in Section 4 of this application. An Account Research and Legal Processing fee of $25 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 $20 returned item processing fee will be disbursed to you via a cashier’s check mailed to your physical address of record. The 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 $25. 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 agreement. The taxpayer signs this application and disclosure document before the refund product is offered. TPG provided the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreement.
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 website. I would be happy to review the documentation you attached. You 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 expectations. We 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

Maryanne
[redacted]

size="3">
 
Re: Case [redacted]
 
September 22, 2015
 
Dear [redacted],
 
This is in response to the complaint filed
against Santa Barbara Tax Products Group (TPG) to the Revdex.com of
San Diego on September 18, 2015 regarding
service issues
 
Upon
review of your record, a Refund Transfer (RT) was chosen when your taxes were
prepared through Turbo Tax. On April 21, 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] Company Refund Processing Agreement. Your Bank rejected
the funds and declared the account an R02 “Account Closed”. The funds were returned to TPG on April 23, 2015.
 
TPG has nothing to with incorrect account information entered by
the taxpayer. Once TPG receives the rejected refund our company has the option
of making another attempt to disburse funds to the customer or simply returning
the funds to the IRS.  This second
attempt to deliver the refund through an alternative delivery method, which is
a paper check, was returned to our office on June 5, 2015 as “undeliverable”.
 
No interest is earned on your deposit and
your deposit is not being used by any financial institution during the
processing of your refund. Since we could not proceed any further in our
efforts, TPG has 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 June 11, 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 thank
you for the inquiry. If you have any further concerns or questions regarding
this complaint, please feel free to contact me at 877-[redacted], Monday through
Friday 7 am to 3 pm.
 
 
Respectfully,
 
 
[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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

February 29, 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 February
19, 2016.
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 18
by your bank.  Your refund was consequently
placed on a hold. You 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, 2016 the IRS funded your federal return; fees were deducted to pay
your [redacted] 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 “R17”. You may
contact your financial institution and provide them with trace number: [redacted]
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 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 return the funds to the
IRS.
Controls are in place to protect our customers from identity
theft and fraud. TPG was able to verify your identity and released the hold
from your account. On February 22, TPG issued your check. Please allow up to 7
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

February 24, 2016
[redacted]
class="MsoNormalCxSpMiddle">Dear Ms. [redacted],
This is in response to your complaint against
Santa Barbara Tax Products Group (TPG) through the Revdex.com on
February 16, 2016.
In your complaint, you stated that your account
was on hold after you opted for an [redacted]. After
contacting TPG, you were unable to receive the information you needed regarding
the whereabouts of your refund.
Upon review of your account, your account was
placed on hold because the account information you entered was invalid. On February
9, 2016 the IRS funded your federal
return; fees were deducted to pay your [redacted] 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 as an R03/“No
Account/Unable to locate account”.  You
may contact your financial institution and provide them with trace number:
[redacted], date of deposit and amount
for further details regarding the rejection of funds. TPG confirmed the
attempted deposit and rejection with [redacted] at [redacted] ext.
[redacted] The funds were returned to TPG on February 11, 2016.
TPG was able to verify your information allowing
TPG to take the hold off your account. Your check has been processed on
February 20. Please allow up to 7 days for the check to reach your address on
file.
Please note there is no interest is earned on your
deposit and your deposit is not being used by any financial institution during
the processing of your refund.
If you have any questions or concerns, please feel
free to call me at [redacted], Monday through Friday, 7am to 4pm.
Sincerely,
[redacted]
Compliance Analyst

April 18, 2016
[redacted]
[redacted]
[redacted]
class="MsoNormal">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,
2016.
In your complaint, you stated that you filed your tax return
through Turbo Tax and chose the direct deposit option. On February 17 you
received a notification from the IRS approving your refund. After 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 refund. You
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 invalid. In the scenario
described in your complaint you have chosen a do-it-yourself (DIY) tax
preparation software package such as Intuit’s popular [redacted] product. The
taxpayer is entirely responsible for the information provided to the software
including the disbursement account where the refund will be deposited. If 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 closed. In these
cases, the receiving bank “rejects” the transaction and returns the fund to the
sender, in this case, TPG. TPG has nothing to do with incorrect account
information 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 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 $25 and $35 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 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.
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 day. Please allow up to 7
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 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

Dear
Ms. [redacted],
Yesterday,
banks industry-wide experienced unusual IRS funding patterns impacting a
significant number of...

taxpayers. Funding arrived a day late for taxpayers that
had an expected refund date of February 6th. The IRS website indicates that refunds were sent to
the taxpayer’s bank on February 6th, however most funds will not be available
until February 7th due to the IRS releasing funds one day later than expected. Taxpayers
in this group that requested an ACH direct deposit should see the refund in
their bank account today or Monday for those that have confirmed deposit by the
IRS.  We assure you that Tax Products Group disburses funds
immediately as they are received from the IRS.
According to the IRS website, “your refund was sent to your bank on February
6, 2014 for direct deposit” and “if your refund is not
credited to your account by February 11, 2014, check with your bank
to find out if it has been received”.  The IRS is allotting 5 days to allow your
financial institution to post the funds into your personal account. 
Upon
review of your TPG record, your funds were disbursed via ACH direct deposit on
February 6 to your banking institution.  It
is recommended that you contact your bank to discuss details regarding this
transaction and to inquire when the pending funds will be accessible to you.
You also stated in your complaint that the IRS “said they sent pre authorizations prior to 02/06/2014”.  Even though pre authorizations were sent,
funds were not available to draw down from the Federal Reserve until February
6, 2014.  TPG processed these monies
immediately that same day.  TPG also
provided notification of the delay to all affected customers via message on our
customer service line as well as on our website.       
We
apologize that our customer service line was busy and you were unable to get
through until later that day.  Our call
volume is extremely high during tax season. 
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 ###-###-####,
Monday through Friday 8 am to 4 pm PST.  
Respectfully,
[redacted]
Compliance
Assistant
Santa
Barbara Tax Products Group

March 2, 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 February 22, 2016.
Your complaint stated that after filing your
taxes, you learned that TPG placed a hold on your account. After contacting
customer service, you learned that you needed to upload your driver’s license
and then wait 2 weeks for the check to be mailed to you.
Historically, we have no record of you in our
system in 2015.  It is recommended that
you follow up with the IRS at [redacted] relating to your complaint that no
direct deposit was made from your 2015 tax return.
Upon review of your 2016 record, a Refund Transfer
(RT) was chosen when your taxes were prepared through [redacted]. On February 9, 2016 the IRS funded your federal
return; fees were deducted to pay your [redacted] 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 the ACH Department for [redacted] Federal Savings
Bank at [redacted] and provide them with trace number: [redacted]8,
amount: $2,500.13 and disbursement date of 2-9-2016 for further details regarding the rejection of funds. The funds
were returned to TPG on February 10, 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 returning the funds to
the IRS.
Controls are in place to protect our customers
from identity theft and fraud. After speaking with you on February 23, TPG verified
your information and released the hold from your account. On February 23, TPG issued
your tax refund as a check and mailed it to you on the same date. Your account
establishes that the check cleared today, March 1, 2016.
Thank you for taking the time to communicate to us
why our service did not meet your expectations. We hope that the points listed above
offer a fair explanation and addressed your needs. 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

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.
Regards,
[redacted]
Because as always they are trying to blame someone else for a mistake instead of trying to make a mends that trying to assign blame on a glitch that happen. I want both of the fees reimbursed.

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 7 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 20 dollar reprocessing fee.  This is absolutly the worst customer service I have ever seen
Regards,
[redacted]