Santa Barbara Tax Products Group

March
*** ***
*** *** *** ***
*** ** ***
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on March
17,
In your complaint, you stated that after
filing your taxes,
you were asked to send identification to verify your accountAfter numerous
attempts of sending TPG your forms, you still were unable to receive your
money
If a taxpayer enters a bank account that will not accept the
refund deposit, the transaction is rejected by the receiving bankOften times
this occurs because the taxpayer has entered incorrect bank account information
or the account is closedIn these cases, the receiving bank “rejects” the
transaction and returns the funds to the sender, in this case, TPGTPG has
nothing to do with incorrect account information entered by the taxpayer or the
receiving bank’s decision to reject the funds
Once you were able to speak with a TPG representative, it
was explained that TPG cannot try depositing into the same account twiceThe
representative explained that TPG could issue a Cashier’s Check but your tax
preparer was unable to print it for youTPG emailed you the required forms and
directed you to submit them through the TPG website
On March 23, 2016, you were contacted by TPG’s Compliance
Analyst who sent you the instructions via emailOn the same day, you confirmed
that you submitted the formsTPG was able to process and reverse both refunds,
State and Federal, via direct depositNotification was provided via email and
phone call.
We apologize for the inconvenience this has caused you and
the manner in which your inquiry was handled by our Customer ServiceCustomer
courtesy is an extreme priority for us and in this case, we didn’t meet your
expectationsAll the agents involved have been reminded of their obligation to
always process customer inquiries in a respectful manner
If you have any questions or concerns, please feel free to
contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

February 18,
*** ***
*** *** *** *** *
*** ** ***
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on February
15,
In your complaint, you stated
that your refund was rejected
and you needed to send in your identification to verify your account
Unfortunately, after contacting TPG’s customer service a number of times, you
were given different time spans for when your account would be released from
the holdYou also expressed how some Customer Service agents were rude towards
you
Upon review of your record, a Refund Transfer (RT) was
chosen when your taxes were prepared through Turbo Tax. On February 9, the IRS funded your
federal return; fees were deducted to pay your Turbo Tax user fees of $
and an additional Bank processing fee of $for the RTPlease review the
fee disclosure in your online agreement, a sample copy has been attachedThe
balance was deposited to the account instructed on the *** *** Refund
Processing Agreement. *** rejected
the funds and declared the account an R04/ “Invalid Account Number”. You may contact your bank and provide them
with trace number: *** for further details regarding the rejection
of funds.
If a taxpayer enters a bank account that will not accept the
refund, the transaction is rejected by the receiving bankOften times this
occurs because the taxpayer has entered the wrong account information or the
account is closedIn these cases, the receiving bank “rejects” the
transaction, and returns the funds to the sender, in this case, TPGWhen the
rejected refund was returned, TPG has the opportunity to deliver the refund to
the customer using an alternative delivery method.
On February 18, 2016, TPG released the hold on your account
Please allow hours for the check to process.
Once the check is issued, it may take up to days to be received at
your address on record
On behalf of TPG, I would like to formally apologize for the
poor customer service experience you had when inquiring about your refund
Customer courtesy is an extreme priority for us and in this case, we failed
youAll of the agents involved have been reminded of their obligation to
always process customer inquiries in a respectful manner
If you have any questions or concerns, please feel free to
contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

April 19,
*** ***
*** *** *** *** ** ***
Dear Ms***,
This is in response to your complaint filed against the
Santa Barbara Tax Products Group (TPG) through the Revdex.com on April
10,
In your complaint, you stated that you filed your
taxes on
January and was accepted by the IRS on February When you checked your
account, you found that your refund was not depositedYou called Turbo Tax who
explained that your refund was with TPGOnce you called TPG, you waited a long
time to speak with someoneAs of now, you were given different timeframes for
when your refund would be sent to the IRS
We have experienced large call volumes which correlated to
extremely large funding from the IRSThis unexpected spike in business caused
extreme demands on our resources such as our customer service call center
We apologize for the inconvenience this has caused you and
the manner in which your inquiry was handled by our Customer Service
agents. All the customer agents involved
have been reminded of their obligation to always process customer inquiries in
a respectful manner
On February 9, the IRS funded your
federal returnOn March 16, your funds were placed on an automatic hold due to
risk control triggered by information transmitted in your return TPG began the process of returning your funds
to the IRS, specifically the RISC/IVO Division of the IRS in Fresno, CAOnce
we have returned funds to the IRS it can be several weeks before they
acknowledge receipt and post to your accountIt is recommended that you
contact the IRS at 800-829-*** for further detailsYou may also log onto
IRS.gov to seek assistance from a Taxpayer Advocate in your State.
I spoke with you and explained the
timeframe for TPG sending back your fundsAs discussed in our conversation, if
this timeframe changes, I will contact you with further information
TPG is sorry for any inconvenience that you may have
experiencedIf you have any questions or concerns, please do not hesitate to
contact me directly at 858-550-***, Monday through Friday, am to 4pm
Sincerely,
*** ***
Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I have received correspondence from the IRS which addresses my amount issue, however I am still very displeased with the lack of response from TPG Emails should have been answered before I felt compelled to file a Revdex.com complaint No one should be ignored especially when money is the issue at hand I will consider this complaint resolved However I suggest you improve your customer contact time and methodology *** has lost me as a customer because of this
Regards,
*** ***

*** ***
"margin: 0in 0in 0pt;">*** * *** ***
*** ** ***
RE: Case ***
Dear *** ***,
This is in response to the complaint filed
against Santa Barbara Tax Products Group to the Revdex.com on March
15, 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 25, 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.ARefund Processing AgreementYour Bank rejected the funds
and declared the account an R“Account Frozen”The funds were returned to TPG
on February 27, Please feel free to use trace number *** to
discuss the rejection issue directly with your bank
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
IRSTPG
charges a commercially reasonable processing fee to cover the expenses
associated with processing these items.
Most banks typically charge between $and $for return item feesIn
this case, you were charged a $reprocessing fee for the rejection of
funds and $for the processing to return to IRSThis fee is disclosed in
your online agreement; a sample document has been attached for your review
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 informationFunds returned to the
IRS on March 20, IRS can take several weeks before they acknowledge
receipt and post to your accountWe 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
Please
feel free to contact me at 877-908-7228, Monday through Friday am to pm if
you have any further concerns or questions regarding this complaint
Respectfully,
*** ***
Compliance
Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I did receive a majority of the refund I expected in my bank account today, and I did get personal phone calls which I appreciated end of last week, but it appears it is $short of what my refund amount wasI will also email the company to see what that is about
Regards,
*** ***

*** ***
RE: Case ***
September 17,
Dear
*** ***,
This is in response to the complaint filed against Santa
Barbara Tax Products Group to the Revdex.com on September
16,
regarding service issues.
Upon review of your record, a Refund Transfer (RT) was chosen when your
taxes were prepared through Turbo TaxOn May 27, the IRS funded your
federal return; fees were deducted to pay your Turbo Tax user feesThe balance
was deposited to the account instructed on the Sunrise Banks, N.ARefund
Processing AgreementThe Bank rejected the funds and declared the account an
R“No Account/Unable to Locate Account”The funds were returned to TPG on May
29,
On June 22, you explained that the routing transit
number (RTN) was wrong on your tax returnIf a taxpayer enters a bank account
that will not accept the deposit, the transaction is rejected by the receiving
bankSBTPG charges a processing fee of $to process the rejection of the
fundsSBTPG 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 $and $Please
review the application and agreement for full disclosureA 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 ActDue 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 IRSThis process can take up to 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, The funds were sent back electronically via the FMS
ACH Credit Gateway processPlease allow approximately 10-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 inquiryPlease feel free to
contact me at 877-***, Monday through Friday am to pm, if you have any
further questions or concerns regarding this complaint
Respectfully,
***
***
Compliance
Analyst

June 24,
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*** G***
*** *** ***
*** ** ***
Re: ID#: ***
TPG ID: ***
Dear Ms***,
This email is in response to the complaint filed against Santa Barbara Tax Products Group regarding your stolen tax refund.
Santa Barbara Tax Products Group (TPG) is a third party processor which issued your IRS funding into the card you designated upon filing. You will need to direct all questions or concerns to the card company as we have no access to the deposit information after it was disbursed on February 24, 2014. TPG complied with the initial transfer as requested by you. We have no authority to have funds returned specifically from a prepaid card vendor.
It is recommended that you contact The Bancorp Bank ACH Service line at *** to reach a live agent who will be able to assist you further
Thank you for your inquiry
Respectfully,
*** ***
Compliance Assistant
Santa Barbara Tax Products Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thanks for the update however Again, I did not receive ANY communication from your company that my return was being held until I calledAlso, if there was any question as to my SSN# being compromised then again, I should have been contacted.I also did not agree for your company to have any rights to hold my refund so I and demanding that the processing costs be credited.Also, please answer to the question as to why the operator (***, employee # ***) referenced that the IRS requested verification on my identity when according to the IRS fraud department that was not the case
Regards,
*** ***

*** ***
*** * *** *** ***
0pt;">*** ** ***
Re: Case***
March 12,
Dear *** ***,
This is in response to the complaint filed against Santa
Barbara Tax Products Group to the Revdex.com of San Diego on March
2, regarding your refund direct deposit
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.Your Bank rejected the funds and declared
the account an R“no account/unable to locate account” and the funds were
returned to TPG on February 24,
TPG allows taxpayers the opportunity to correct their
initial mistake and avoid reprocessing until the item is received, which may be
several days or several weeks. TPG
offers a Web site where customers can change their account information. TPG
also notifies the customer, through e-mail, at the time of funding, that the
refund has been received and will be deposited into the bank account. The customer is given TPG Web site and phone
contact information if they have any questions or problems
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 accountWe apologize for this inconvenience,
but please understand it is our obligation to follow these procedures to ensure
the money is forwarded to the lawful owner
Please feel free to contact me at ***, Monday
through Friday am to pm, if you have any further questions or concerns
regarding this complaint
Respectfully,
*** ***
Compliance Analyst

June 7, *** *** *** *** *** *** *** *** ** *** Dear Ms***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on June 2, Your complaint stated that on April 19, 2016, you were
notified by the IRS that your funds would be deposited into your account within daysOn April 5, 2016, you received an email informing you that your refund was sent back to the IRSBy June 2, 2016, you contacted the IRS and learned they did not have a record of your refund and that TPG is still holding your refundTo address your complaint while still protecting your identity we have written you a detailed letter with specific information related to your accountOur letter outlines the timel ine of events and referenced specific dollar amountsTo respond to your Revdex.com complaint, we still summarize the events, but please reference the letter we sent you for additional detailsOn April 12, 2016, TPG received your electronic filing record from *** This means that you used tax software to prepare your own tax return and you elected to utilize a Refund Transfer to pay your software feesTPG received the data file and no monies were transferredThe IRS limits the number refunds electronically deposited into a single financial account or prepaid debit cardOn April, 28, 2016, your refund was automatically placed on hold due to this restrictionTPG is scheduled to release funds to the IRS on Friday, June 10, 2016, specifically the RISC/IVO Division of the IRS in Fresno, CaliforniaOnce we have returned funds to the IRS it can be several weeks before they acknowledge receipt and post to your accountIt is recommended that you contact the IRS at 800-829-for further detailsYou may also log onto IRS.gov to seek assistance from a Taxpayer Advocate in your StatePlease understand that with the heightened fraud in the tax industry, we are required to set up procedures to protect our clients from identity theftWe understand your frustration and apologize for any inconvenience that you may have experiencedSincerely, *** *** Compliance Analyst

February 17,
*** * ***
*** *** ***
*** ** ***
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on February
11,
You contacted TPG’s customer service
regarding your IRS tax
return refundYou stated that the phone lines did not work and our phones hung
up on you at times while trying to inquire about refund
Upon review of your record, TPG has not received your tax
refund from the IRS to dateAdditionally, TPG has contacted your online tax
software provider and it was confirmed that your federal return was accepted on
January but no funds were received from the IRSAs of now, neither TPG nor
your tax preparer received funding from the IRS related to your tax return
There are a number of reasons this may occur, but in order
for TPG to locate your refund, we will need you to personally go through the
IRS website to file a trace requestA trace request is the process the IRS uses
to track your refundYou can call the IRS Refund Hotline at *** and
use the automated system or speak with an employee for a walk-throughBelow, I
have outlined the steps needed to correctly file a trace request
First, you will need to access the IRS.gov website and click
the “Refunds” option at the top of the pageThere is a button located in the
middle of the page, “Where’s my refund”, that you will need to clickYou will
be asked to submit specific information to the IRS in order to access the trace
request pageThe option for a trace request will ask you to provide more
information regarding your returnOnce you provide the correct information,
the IRS will send you a trace number that can be used to locate your refund
Please submit this trace number to TPG and we will use that information to locate
your funds with *** ***
We are expecting 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 resources and
unfortunate delays in processingWe 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 ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

June 7, *** *** *** *** *** *** *** *** ** *** Dear Ms***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on June 2, Your
complaint stated that on April 19, 2016, you were notified by the IRS that your funds would be deposited into your account within daysOn April 5, 2016, you received an email informing you that your refund was sent back to the IRSBy June 2, 2016, you contacted the IRS and learned they did not have a record of your refund and that TPG is still holding your refundTo address your complaint while still protecting your identity we have written you a detailed letter with specific information related to your accountOur letter outlines the timel
ine of events and referenced specific dollar amountsTo respond to your Revdex.com complaint, we still summarize the events, but please reference the letter we sent you for additional detailsOn April 12, 2016, TPG received your electronic filing record from *** This means that you used tax software to prepare your own tax return and you elected to utilize a Refund Transfer to pay your software feesTPG received the data file and no monies were transferredThe IRS limits the number refunds electronically deposited into a single financial account or prepaid debit cardOn April, 28, 2016, your refund was automatically placed on hold due to this restrictionTPG is scheduled to release funds to the IRS on Friday, June 10, 2016, specifically the RISC/IVO Division of the IRS in Fresno, CaliforniaOnce we have returned funds to the IRS it can be several weeks before they acknowledge receipt and post to your accountIt is recommended that you contact the IRS at 800-829-for further detailsYou may also log onto IRS.gov to seek assistance from a Taxpayer Advocate in your StatePlease understand that with the heightened fraud in the tax industry, we are required to set up procedures to protect our clients from identity theftWe understand your frustration and apologize for any inconvenience that you may have experiencedSincerely, *** *** Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Please explain why it has taken you over a month to return the monies to the IRSThis is turning into a big headache because we are getting ready to move and if the funds are not sent out in the next weeks then there is no telling how long it will take to receive my refundIt is ridiculous that it took you over a month to return the funds to the IRS when your company knew you were not going to deposit themWhen we move the USPS will not forward an IRS check and I will still have to go through hell and high water to get my refundI know you have security measures but you need to have better response time in returning money that does not belong to you.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

April 18,
*** ***
*** *** *** ***
*** **
***
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on April 9,
In your complaint, you stated that you filed you taxes in
March with Turbo TaxOn March 23, the IRS approved your refund but due to
unusual activity, TPG placed a hold on your accountTPG requested you to send
in your identification to verify your accountAfter sending your information
to TPG via fax and through the website, you have been unable to receive an
update on the status of your account
We experienced extremely large call volumes correlated to
extremely large funding from the IRSThis unexpected spike in business caused
extreme demands on our resources such as our customer call centerWe apologize
for the inconvenience this has caused you and the difficulty to reach a
customer service agent
Controls are in place to protect our customer from identity
theftOn May 12, TPG was able to verify your identity and released the hold on
your accountTPG processed your refund as a direct deposit on April 12,
On behalf of TPG, I would like to remit $for the
processing fees due to the delay in receiving your refundThank 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,
*** ***
Compliance Analyst

Below is "my story;" from what I can find on the Internet, I am not alone I am a 30-year technology professional, so I can tell you that from my observation, Tax Products Group (TPG) has a serious mess on it's hands It appears to me and a number of customers who are posting online in recent weeks that TPG does not intend to help it's customers accurately track the status of refunds or to assist when something goes wrong
So, here's my story
[Interactions with Intuit; verification at IRS.gov]
- I filed taxes using TurboTax Deluxe on 2/7/
- I received emails from Intuit on 2/& 2/indicating tax returns had been accepted
- I received email from Intuit on 2/18/saying to expect a direct deposit in 1-business days
- I checked and found the IRS website indicated my funds were deposited on 2/18/
- Intuit's email on 2/18/said to email the "Tax Products Group" (TPG) for help; I have done so but have not received an acknowledgement from Tax Products Group that they have received my inquiry
- Intuit's email on 2/18/also indicated that I could reach TPG by phone at 800-717-7228, which I have called with the following results:
[Interactions with Tax Products Group (TPG)]
+ TPG's phone system directed me to enter my SSN# and then told me to call the "Risk Assessment Group" at 800-814-
+ I called the 800-814-number, a recording told me to call 877-908-
+ I called the 877-908-number and my phone call was dropped
+ When I enter my SSN# and refund amount, TPG's website says (per the attached "TPG Taxpayer Dashboard.pdf") that "For security purposes, we are unable to process your refund Please contact the IRS at (800) 829-or irs.gov Allow a minimum of weeks for the IRS to process your refund."
So, it seems that:
= Thousands of dollars of money due to me are not available to me for nearly four months for reasons not clearly explained to me
= Intuit does not provide any meaningful assistance with the last and most important step of filing taxes: receiving the refund!
= I was lied to by Intuit as to the status of my refund; it was not direct deposited
= I was never / will never be notified by TPG or Intuit about the true status of my refund, but if I am willing to run a gauntlet of numbers and login to a third-party website without any reason to trust that site, I can read a terse message suggesting risk to me or my refund ("security purposes") has resulted in my refund taking a MINIMUM of roughly TEN TIMES longer than originally expected
= I have been charged for direct deposits that have not occurred and I have no recourse to recover those charges
At least that's how it seems

I used TPG to process my income tax refund through turbo taxI called when I noticed that the information that they had on file for me is incorrectI inputted the incorrect bank account I was hoping that the account information could be correctedThey told me due to high fraud alerts they no longer do this a check would be mail to me once I verified my informationOn Feb 11, I was told that it takes business days for this to be resolvedOnce those business days passed I held the lines for over minutes and was transferred and hung onI called back and held for over minutes and at that point I was told business daysI waited the four business days and nothing was doneI actually waited til day I called back and now I am being told business daysI have used Turbo tax for several years and never had this issue so it is a little frustrating but I totally understand that the account mix up is my faultThis is ridiculous to treat a honest consumer this wayAt this point I feel that my funds are being held and they are unwilling to helpTo continuously change the amount of time that it will take for them to look at information and verify should not be an burden that is placed on the consumerI am being charged for them to process the refund as well as they say they will charge me an addition $to process a checkTo pay for such horrible service is upsetting to meAt this point I don't know what the hold up is and the representatives are rude and unwilling to helpIf you can afford to pay the fees up front please do so because TPG isn't helpful and Turbo Tax say they can't do anythingThis is a lesson learned for meI will NEVER use them again

February 26,
*** ***
*** *** *** *** ***
*** *** *** ** ***
Dear Mr***,
This is in response to your
complaint filed against Santa Barbara Tax Products Group (TPG) through the
Revdex.com on February 18,
In your complaint,
you stated
that you filed your tax return through ***After learning your
account was placed on hold, you were asked to submit your identification to the
TPG websiteYou attempted to call TPG’s customer service but were unable to
reach a reprehensive to answer your questions
If a taxpayer enters a bank
account that will not accept the refund deposit, the transaction is rejected by
the receiving bankOftentimes this occurs because the taxpayer has entered
incorrect bank account information or the account is closedIn these cases,
the receiving bank rejects the transaction, and returns the funds to the
sender, in this case, TPGTPG has nothing to do with the incorrect account
information entered by the taxpayer or the receiving bank’s decision to reject
the fundsOnce TPG receives the rejected refund, the company has the option of
making another attempt to disburse the funds to the customer or simply
returning the funds to the IRS
Controls are in place to protect
our customers from identity theft and fraudTPG has requested that you provide
your valid personal ID to verify that you are the correct account holder. Your information was being verified and the
hold was released from your accountOn February 23, TPG processed your tax
refund as a check and mailed it to you on the same datePlease allow up to
days for the check to reach your address listed above
We apologize for the inconvenience
in which your inquiry was not 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 and in a respectful manner
If you have any questions or
concerns, please feel free to contact me directly at ***, Monday
through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

April 14,
*** ***
*** *** ***
*** *** ** ***
Dear Ms***,
This is in response to your complaint filed
against Santa Barbara Tax Products Group (TPG) through the RevDex.com on April 7,
In your complaint you stated that you were given
a
wrong timeframe for when to expect your refundYou were told TPG would send
your refund as check via mailSince February you have been waiting to receive
your refund as a check
Upon review of your account, your financial
institution rejected the funds because the specified account number was invalid. Please 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
On February 16, TPG was able to verify your
identity and release the hold on your accountTPG sent your refund as a
Cashier’s Check via regular mail on February Since then, you claimed that
you could no longer receive mail at the address on record but had mail
forwarding completed at USPSYou confirmed you have not received your check
Please fill out the attached Indemnity Bond and send back
via fax or emailPlease note, you will need to have the Indemnity Bond
notarizedOnce you submit the Indemnity Bond back to me, TPG can begin to
process a new Cashier’s CheckTPG Compliance will provide you the form and
instructions via email
Thank you for taking the time to communicate to us
why our service did not meet your expectationsIf you have any other questions
or concerns, please feel free to contact me at 877-908-7228, Monday through
Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst