Santa Barbara Tax Products Group

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

[redacted] Roman" size="3"> [redacted] RE: Case [redacted] Dear [redacted] , This is in response to the complaint filed against Santa Barbara Tax Products Group to the Revdex.com on February 26, in regards to customer service issues and fees Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared through Turbo TaxOn February 20, the IRS funded your federal return; fees were deducted to pay your Turbo Tax user fees and an additional Bank deposit product feeThe balance was deposited to the account instructed on the Sunrise Banks, N.A Refund Processing AgreementYour Bank rejected the funds and declared the account an R“credit entry refused by receiver”The funds were returned to TPG on February 23, TPG has nothing to do with the receiving bank’s decision to reject the fundsOnce 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 IRSBecause 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 IRSThis process can take up to business daysPlease be advised that once we have returned funds to the IRS it can be several weeks before they acknowledge receipt and post to your account TPG charges a commercially reasonable processing fee to cover the expenses associated with reprocessing these itemsMost banks typically charge between $and $for return item feesIn this case, you were charged a $reprocessing fee for the rejection of funds and an additional legal processing fee of $to return funds back to the IRSPlease review the attached application and agreement for full disclosure We thank you for the inquiryIf you have any further concerns or questions regarding this complaint, please feel free to contact me at 877-908-7228, Monday through Friday am to pm Respectfully, [redacted] Compliance Analyst

April 25, [redacted] Dear Mr [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on April 16, In your complaint, you stated that after you filed your tax return through [redacted] Tax, you learned TPG placed a hold on your account and you needed to send in a copy of your identificationYou state that you will not send in your identification due to ID fraudUpon review of your account, a Refund Transfer (RT) was chosen when your taxes were prepared through [redacted] TaxOn April 2, your funds were placed on an automatic hold due to risk control triggered by information transmitted in your returnTPG initiated an identity verification process to ensure it was submitting funds to the appropriate personOn April 8, the IRS funded your federal returnAs the bank’s processor, we are required to take reasonable steps to ensure we are sending funds to the lawful owner to ensure that the process is not part of a fraudulent scheme Asking for identification is a reasonable and necessary step to limit identity theftIn order for TPG to release the hold on your account, you were asked to submit a valid form of identification to be verified through our website, www.sbtpg.comTo date, TPG has not received any documents from you to verify your identityIn this case, a manual review was conducted and your funds were released via the disbursement option you originally requested through [redacted] TaxPlease allow up to hours to post to your financial institutionThank you for taking the time to communicate to us why our service did not meet your expectationsIf you have any other questions or concerns, please feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

[redacted] size="3"> [redacted] RE: Case [redacted] Dear [redacted] ***, This is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) to the Revdex.com on March 23, regarding service issues My sincere apologies, I agree that this should not have happened, the information you were given should have been consistent and process definedI reviewed your case with the Manager and the team in order to clarify procedures and provide further trainingI appreciate you bringing this to my attention and thank you for your input and feedback We have spoken on the phone, and are working together as agreed in order to find resolution to your complaint Please feel free to contact me at [redacted] , Monday through Friday am to pm if you have any further concerns or questions regarding this complaint Respectfully, [redacted] Compliance Analyst

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.SDepartment 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 am to pm PST Respectfully, [redacted] Compliance Assistant Santa Barbara Tax Products Group

February 15, [redacted] Dear Ms [redacted] , This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the RevDex.com on February 12, In your complaint, you stated that were not satisfied with the amount you received with your refundYou expected to be refunded more than what was given to you For purposes unknown to TPG, the Financial Management Service (FMS) intercepted your refund before it was received at TPG FMS offsets taxpayers’ refunds through the Treasury Offset Program (TOP) to pay off past-due child support, federal agency non-tax debts such as student loans and state income tax obligationsOffsets to non-tax debts occur after the IRS has certified the refunds to FMS for payment but before FMS makes the Direct Deposits or issues the paper checksRefund offsets reduce the amount of the expected Direct Deposit or paper check but they do not delay the issuance of the remaining refund (if any) after offsetIf taxpayers owe non-tax debts they may contact the agency they owe, prior to filing their returns, to determine if the agency submitted their debts for refund offsetFMS sends taxpayers offset notices if it applies any part of their refund to non-tax debtsTaxpayers should contact the agencies identified in the FMS offset notice when offsets occur if they dispute the non-tax debts or have questions about the offsetsIf taxpayers need further clarification, they may call the Treasury Offset Program Call Center at [redacted] If you have any questions or concerns, please feel free to contact me at [redacted] , Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [i tried the number 858-908-and it is not a usable number, then I tried to call the main 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 14, [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 4, In your complaint, you stated that you filed your taxes through [redacted] ***Under unfortunate circumstances, your wife passed away and TPG required you to send your identification and her death certificateYou have not heard about your refund since you sent TPG your information Thank you for forwarding your information to TPGOn March 9, 2016, TPG was able to verify the information you provided and released the hold on the accountThe refund was reissued as a Cashier’s Check on March 10, As a courtesy, TPG also remitted the processing fee via checkThe refund is currently processing and is in pending statusPlease allow up to 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 expectationsWe hope we were able to offer a fair solution to your complaintIf 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.Why was I not contacted when my bank rejected the deposit? Why when after I verified my account numbers which I pulled off of last years return would they not retry the direct deposit when I asked? Why does their site say business days to verify and yet it took ten business days? I asked for my check to be overnighted due to mr and my family being inconvienced and waiting a full extra month on our return now i'm waiting seven business days for a check And finally on top of all of this I've been charged a dollar reprocessing fee This is absolutly the worst customer service I have ever seen Regards, [redacted] ***

March 23, [redacted] ***> Dear [redacted] ***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 16, In your complaint, you stated that on February the IRS funded your tax return, but your deposit did not show up when you checked on March After contacting [redacted] .com, they informed you about TPGAfter logging on to TPG’s website, you learned there was an issue with your account and followed the procedures to verify your information in order to release the hold on your accountYou waited the full days for your identification to be approved, but your refund was still not released Upon review of your record, an RT was chosen when your taxes were prepared through [redacted] .comOn February 23, the IRS funded the federal return; fees were deducted to pay the [redacted] .com user fees and an additional Bank processing fee for the RT The balance was deposited to the account instructed on the Civista Bank Refund Processing AgreementYour financial institution rejected the funds because the specified account could not be locatedThe funds were returned to TPG on February 25, If a taxpayer enters a bank account that will not accept the refund deposit, the transaction is rejected by the receiving bankOften times this occurs because the taxpayer has entered incorrect bank account informationIn these cases, the receiving bank “rejects” the transaction and returns the funds to the sender, in this case TPGYou may contact the ACH Department of your financial institution and provide them with trace number: for further details regarding the rejection of fundsPlease note, as a risk control, rejected transactions are placed on hold until TPG can verify the taxpayer’s identity, at which time a Cashier’s Check is issued You uploaded your identification as per TPG’s requestTPG was able to validate your identification on March allowing TPG to release the hold on your accountThe refund was reissued as a Cashier’s Check on March 21, Please allow up to days for your check to reach your address on file Please also note that there is no interest earned on your depositYour deposit is not being used by any financial institution during the processing of your refund Thank you for taking the time to communicate to use why our service did not meet your expectationsIf you have any questions or concerns, please feel free to contact me at 877-908-7228, Monday through Friday, 7am to 4pm Sincerely, [redacted] Compliance Analyst

February 17, [redacted] ***Dear Mr***,This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 12, 2016.You stated that you have not received your refund yet after it was rejected by your bankOnce you learned it was rejected, you contacted TPG’s customer service again to inquire about your refund.Thank you for your feedback, we appreciate you telling us of your experienceWe are experiencing extremely large call volumes which correlates to an extremely large, and unexpected, funding from IRSThis unexpected spike in business has caused extreme demand on our resourcesWe understand your frustration with the delay in processing your refund Initially, your bank rejected the transaction and returned the funds back to TPG Additionally, controls are in place to protect our customers from identity theft and fraud and therefore you had to go through a process to verify your identityWe 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 ownerAll the customer agents involved have been reminded of their obligation to always process customer inquiries in a respectful manner Once your personal information was verified with TPG, your refund was converted into a Cashier’s Check and mailed to you on February 12, to the address on recordPlease allow up to days for the check to be received.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

Dear Mr***, This letter is in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on May 3, Please allow me to explain the role of TPG in this matterTPG, on behalf of Green Dot Bank (Bank), offers tax related financial products through a network of tax preparation franchises, independent tax professionals and online tax preparation providersThese products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront feesWhen you prepared your taxes through the software provider, Turbo Tax, you chose a Refund Transfer (RT) productThis service is optionalWhen the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund, the Bank makes deductions from the refund to pay the tax preparation fees and RT processing feeThe balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayer In the complaint received, you state there were issues surrounding the receipt of your refundYou submitted TPG’s requested documentation multiple times and the hold on your account has not been releasedAdditionally, you’ve been unable to reach a live customer service agent at TPGTo resolve your issue, you would like your funds released, a call back and an apology from TPG First and foremost, we would like to apologize for your experience with TPG Customer ServiceWe take this complaint very seriously and are committed to providing you a positive experience with our company To address your complaint, we have listed the timeline of events below: According to our records, on March 7, 2018, TPG received your electronic filing record from Turbo TaxThis means that you used tax software to prepare your own tax return and elected to utilize a Refund Transfer to pay your software and RT processing feeOn March 12, 2018, due to certain fraud filters, your account was placed through enhanced due diligence at TPG to protect your account from fraudPlease understand that as a financial services business we are required to perform reasonable monitoring procedures to ensure fraud, such as ID theft, has not occurred through our business processesPlease keep in mind, TPG notified you, via email on that same date, which was before funding, to process authentication and allow the refund to be deposited into the account once it is funded by the IRS without any further delaysUnfortunately, TPG did not receive your identification prior to the IRS funding your account o Due to industry requirements and company policy, if an account is flagged for unusual activity we are required to perform additional account due diligence in order to authenticate the identity of the taxpayerMany companies, including most banks, feel that tax refunds with suspicious account attributes are high risk and rather than trying to perform additional due diligence they simply return the funds to the IRS TPG feels a better option for their valued customers is to try to perform additional steps to validate accounts and release the holds o Please note: Rather than rejecting the funds received by the IRS, which can delay your refund up to weeks, we allow our customers to submit an unexpired government issued photo ID and go through ID authenticationTPG’s verification process can take up to business days to review the IDOnce we can validate that you are the taxpayer associated with the tax return filed, we release all funds received by the Government agencyFunds are held in a non-interest bearing account while we are waiting for the customer to respond to our enhanced due diligence requestIf the customer does not respond to our request within a timely manner, we return the funds to the IRSOn April 17, 2018, your refund was approved by the IRS and payment was made to TPGOn that same date, TPG deducted fees related to the Refund Transfer and the balance remained on hold in a non-interest bearing account awaiting ID verification TPG received your submissions on April 25th and 30th, however, TPG was not able to validate and authenticate the documentation received and you were asked to resubmitOn May 1, 2018, TPG received your final submission and began the review processOn May 8, 2018, TPG was able to validate your identity and released the account holdOn May 9, 2018, TPG deposited the funds to the bank account designated on your tax returnPlease reference the detailed client letter mailed to the address on record for RTN, DAN, ACH contact and tracking informationOn May 9, 2018, TPG Risk Department attempted to contact you via phone, but was unable to reach youHowever, a voicemail was left with a direct call back number for you to reach a live agent On behalf of TPG, we would like to apologize for any inconvenience that you may have experiencedPlease understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients and help limit identity theftWe realize your frustration with the verification process, but please understand TPG was able to issue your refund within the allotted business days of receiving a legible source of IDHowever, as a courtesy we have refunded the TPG feeA direct deposit in the amount of $will be disbursed to the bank account on record within business daysIf you have any additional questions or concerns, you may contact TPG directly at 877-908-7228, Monday through Friday, 7:am to 4:pm Respectfully, [redacted] Program Operations Analyst

March 3, Dear [redacted] , This letter is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 24, In the complaint received, you state that you received no disclosure of fees when selecting TPG’s service on the [redacted] website Furthermore, you do not have an account or contract with TPG and they did not have consent to take any fees out of your return To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] ***TPG, on behalf of [redacted] (Bank), offers tax related financial products through a network of independent tax professionals and online tax preparation providersThese products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront feesWhen your taxes were prepared through [redacted] ***, you chose a Refund Transfer (RT) productWhen the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund, the Bank makes deductions from the refund to pay the tax preparation fees and Bank feeThe balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayerAccording to our records, on February 1, 2017, TPG received your electronic filing record from [redacted] ***This means that you used an online software provider to prepare your tax return and elected to utilize a “Refund Transfer” (RT) to pay for your tax preparation feesOn February 14, 2017, your refund was approved by the IRS and payment was made to TPG On that same date, TPG deducted the fees related to your Refund Transfer and [redacted] user fees and made payment to the bank account you indicated on your tax returnDetails will be provided in the letter mailed to your address on recordFor purposes unknown to TPG, the IRS offset your expected refund to pay off past-due tax obligationsRefund offsets reduce the amount of the expected Direct Deposit or paper check but they do not delay the issuance of the remaining refund (if any) after offsetThe IRS sends taxpayers offset notices if it applies any part of their refund to tax debtsTaxpayers should contact the IRS when offsets occur if they dispute the tax debts or have questions about the offsetsIf taxpayers need further clarification, they may call the IRS Call Center at [redacted] To keep you informed about the status of your refund payment, please use the following tools, which are updated in real time: • Please utilize the “Where’s My Refund” tool at the IRS to check on the status of your refund including any notices of refund reductions - https://www.irs.gov/refunds• Please log into your TPG account on our website to get up-to-date information about your Refund Transfer filing Additional information is available through our help center and automated phone centerThe RT paperwork provided will establish that our fees and references to the Bank were adequately disclosed to you prior to the transmission of your tax return by [redacted] and as required by banking regulationsThe taxpayer electronically signs this application and disclosure document before the refund product is offered We hope this clarifies any questions you may have related to your refund and feesIf you have any questions or concerns, please do not hesitate to contact TPG directly at [redacted] , Monday through Friday, 7:am to 4:pm Sincerely, [redacted] Program Operations Specialist

Dear [redacted] , This letter is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 22, Please allow me to explain the role of TPG in this matterTax Products Group (TPG) has multiple fraud filters aimed to detect and prevent fraud Transactions that meet specific criteria are placed on hold until the taxpayer can authenticate their identityDue to industry requirements and company policy, if an account is flagged for unusual activity we are required to perform additional account due diligence in order to authenticate the identity of the taxpayerAs we previously explained, On February 7, 2017, your account was placed through enhanced due diligence at TPG to protect your account from fraudPlease understand that as a financial services business we are required to perform reasonable monitoring procedures to ensure fraud, such as ID theft, has not occurred through our business processesCertain factors in your tax return caused your account to be flagged as potentially suspiciousOnce the necessary steps of ID upload were completed, TPG notified you that the hold on your account would be releasedNo interest is earned on your deposit and your deposit is not being used by any financial institution during the processing of your refundThe accounts held at TPG are not accruing interest, but instead placed on hold until verification is completePlease note that TPG uses the same process of many other financial institutions for the uploading and verification of identity documentation Sincerely, [redacted] Compliance Analyst

Dear Mrs [redacted] , This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on April 5, In the complaint received, you state your refund was significantly lower due to miscellaneous and unexplained fees chargedAdditionally, you were overcharged for the initial tax preparation services used onlineTo resolve your issue, you would like a refund in the amount of $for the additional fees charged To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] Bank (Bank)TPG is a third-party processor for the BankThrough this relationship, [redacted] can offer tax products which are sold through TPG through independent tax professionals and online tax preparation servicesThe product you have used through TPG, called a “Refund Transfer”, allowed you to pay for your tax preparation fees and RT processing fee directly out of your tax refundThis service is optionalThis saved you the difficulty of paying these fees upfront to the software provider, [redacted] Tax To address your complaint, we have listed the timeline of events below: According to our records, March 14, 2018, TPG received your electronic filing record from ***TaxThis means that you used tax software to prepare your own tax return and elected to utilize a Refund Transfer to pay your software feesOn March 27, 2018, your refund was approved by the IRS and payment was made to TPG in the amount of $On that same date, TPG deducted the software tax preparation fee of $94.98, the RT processing fee of $and deposited the remaining balance of $to the bank account you designated on your tax returnOn February 28, 2018, your financial institution rejected the funds and declared the account an, R/ No Account / Unable to Locate Account, and the funds were returned to TPGPlease reference the detailed client letter mailed to the address on record for ACH Bank contact, RTN/DAN, and trace numbers regarding the rejected depositWhen a taxpayer enters a bank account that does not accept the refund deposit, the transaction is rejected by the receiving bankOnce the bank returns the rejected refund to TPG, the taxpayer is charged a $reprocessing fee and TPG makes another attempt to disburse funds to the customer by mailing a Cashier’s Check to the customer’s address of recordWe feel that this is a better option for our customers rather than rejecting the funds back to the IRSYou may also reference the RT Application and Agreement for these terms On February 29, 2018, TPG made a second attempt to disburse funds via a Cashier’s Check mailed to the address on record TPG has 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 agreementThe SAMPLE screen shots and RT paperwork enclosed with this letter will establish that our fees and references to the Bank are adequately displayed throughout the [redacted] Tax website as required by banking regulationsAdditionally, we have mailed a copy of your Refund Transfer Application and Agreement, provided by [redacted] Tax, for reviewPlease reference sections 1, 3, and for the disclosure of the RT Processing feeYou electronically agreed to these governing terms and conditions through the software application, therefore we must deny the reimbursement of the RT in the amount of $Furthermore, TPG has no authority to reimburse fees charged by the software providerYou will need to contact [redacted] Tax directly for fees associated with your tax preparation However, as a one-time courtesy TPG will remit and refund the reprocessing feeTPG will process a Cashier’s check in the amount of $to the address on recordIf you have any other questions or concerns, please feel free to contact TPG at 877-908-7228, Monday through Friday between 7:00am to 4:00pm (PST) Respectfully, [redacted] Program Operations Analyst

March 2, [redacted] class="MsoNormalCxSpMiddle">Dear Mr***, This is in response to your complaint filed against Santa Barbara Tax Products Group through the Revdex.com on February 22, 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 holdYou 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 IRSThis 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 fraudOur Risk Department has contacted your wife, [redacted] ***, on February to discuss your complaintTPG was able to verify her information and release the hold from your accountYour 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

I have used turbo tax for or years with no problem, until nowFor the whole time the only thing that has changed was my address years agoAll of a sudden they have my account number wrong, which I think is crazythe irs released my money feb 10, 2016, it is now feb 21,and no moneyI have been on hold for a total of hours and mins today I did finally get someone on the phone twice and they told me it was the wrong department and give me another number to callI know this is some kind of gimmick to get a reissuance fee or something along those linesI'm very angry about the whole situation, and at minimum I will never use turbo tax ever againmost likely will be getting an attorney

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.They are lying through their teethI was locked out of the account long before they even received my refund and tried for weeks to have it unlocked by submitting my wife and I's documentation.The first time I faxed my documentation and waited hours, I called and was told that it was lostThe 2nd time I was told to again wait 48hrs and still my account remained locked for verification They passed me around from representative to representative for weeks until I finally told them that If they did not believe that I am who I say I am, I would prefer for the money to be returned to the IRS I rather deal with the USA government than continue to play this game with SBTGAt that point I was told that the money would be returned upon receipt(February 19th), then I was told it would go out in the next "batch", then I was given various different dates of when the money was supposedly returned to the IRS I was extremely patient with these people despite facing hardship and needing my funds I absolutely do not accept this response because it is 100% false Regards, [redacted]

March 14, [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 1, As a risk control, rejected transactions are placed on hold until TPG can verify the taxpayer’s identity, at which time a Cashier’s Check is issued On February 20, 2016, TPG was able to verify your information and released the hold on the account The refund was reissued as a Cashier’s Check You called TPG and claimed that you did not receive the check due to an incorrect address TPG requested that you file an Indemnity Bond to stop payment on the original Cashier’s Check and to authorize us to send a new check to the correct addressYou submitted the Indemnity Bond, but TPG could not validate the notary used on the form They are not a valid notary in the state of Maryland We have called and left you messages regarding the notary issue Please ensure that you go to a legitimate notary, banks usually have this service available to its clients, and have them fill out the form Submit the form back to TPG to validate If you have any questions or concerns please feel free to call us back at [redacted] , and ask for [redacted] in the Compliance Department 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.THIS IS THE SECOND TIME I AM FILING A COMPLAINT WITH THE SANTA BARBARA BANK AND TRUSTI BEEN DEALING WITH THIS PROCESS SINCE FEBRUARY OF THIS YEARMY TAX RETURN WAS NOT SENT TO MY ACCOUNT BECAUSE I MISTAKENLY PUT THE ACCOUNT INFORMATION IN WRONG (FEBRUARY)I WAS TOLD MY SBBT TO FAX OVER SPECIFIC INFORMATION SO I CAN GET IT MAILEDI DIDN'T GET IT IN THE MAIL BECAUSE I WAS TOLD MY FED EX THAT SBBT DIDN'T PUT MY CITY IN AND THAT WAS IN APRIL OF THIS YEARI CALLED BACK SBBT IN THE MIDDLE OF APRIL AND I WAS TOLD THAT IT WOULD BE SENT BACK TO THE IRS IN WEEKSWELL WEEKS PASSED AND I CALLED THE IRS IN WHICH THEY HAVEN'T RECEIVED MY REFUND BACK BECAUSE I PUT A REFUND TRACE ON MY CHECK (JULY 9,2015)I BEEN GIVING THE RUNAROUND FOR THE PAST MONTHS AND SOMETHING NEEDS TO BE DONE IMMEDIATELY BEFORE I TAKE THIS TO THE NEWSI WANT MY REPLACEMENT CHECK SENT TO MY ADDRESS IMMEDIATELY AFTER MONTHS OF WAITING I DESERVE THAT MUCH Just today I was on the phone with a young lady by the name of Chrissy from compliancePretty much after being on the phone with her for hours she proceeded to hangup in my face without even starting to talk with the IRS about my refundI found that very rude and disrespectfulDesired Resolution: Finish the Job Regards, [redacted]