Santa Barbara Tax Products Group

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 meHowever I am disappointed that I reviewed no communication from TPG regarding the hold on my account and the actions I needed to take to resolve the issueIf I had not gone online and logged into my account I never would have known that further verification was required and my refund would have been returnedI feel that your preparedness for the season was seriously lackingI will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

*** ***
"margin: 0in 0in 0pt;">*** ***
Street
*** FL
***
RE: Case ***
July 21,
Dear ***
***,
This
is in response to the complaint filed against Santa Barbara Tax Products Group
(TPG) to the Revdex.com on July 18, regarding identity
theft.
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. *** ***, N.A(Bank)
offers tax related financial products through a network of tax preparation
franchises, independent tax professionals and online tax preparation
providers. Santa Barbara Tax Products
Group is a third part processor for the Bank and is providing a response on
behalf of its partner *** ***, N.A.
*** *** N.Aprovides a product known as the Refund Transfer
(RT). The RT 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 *** ***, they can
choose to deduct their fess 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 less than days from the filing date), the Bank makes deductions
from the refund to pay the software user fees and deposit product 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 prepaid card). TPG is simply a third party processor which
serves as an intermediary between the IRS and the taxpayer and has no direct
access to the tax preparation event or the transmittal of the return to the
IRS
The return was
acknowledged and verified by the IRS, TPG has no reason to question the information
providedWe had to assume that the application sent to us was sent by the
taxpayer and that the sensitive personal and confidential information provided
therein was your account information
From
your inquiry, it appears that you may be a victim of identity theftIt is
recommended you take immediate steps to protect your personal information
File a report with the local policeFile a complaint with the Federal Trade Commission or the FTC
Identity Theft Hotline at 1-877-438-or TTY 1-866-653-Contact one of the three major credit bureaus to place a ‘fraud
alert’ on your credit records:
Equifax, 1-800-525-Experian, 1-888-397-TransUnion, 1-800-680-Close any accounts opened without your permission or tampered
with It is also recommended you
take these additional steps:
Respond immediately to any IRS notice; call the number providedComplete IRS Form 14039, Identity Theft AffidavitUse a fill-able
form at IRS.gov, print, then mail or fax according to their instructionsFor your convenience, I have also
included a copy of this formContinue to pay your taxes and file your tax return, even if you
must do so by paperAs a courtesy, the legal processing
fee of $25, and the bank fee will be remitted back to the IRS for
processingThis may take several days to several weeks and is dependent on IRS
processing timesPlease feel free to contact me at
877-908-7228, Monday through Friday am to pm, for further details relating
to the refund and return transaction
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[k1]
Respectfully,
***
***
Compliance
Analyst
[k1]Redundant. Keep one or combine

March 14,
*** ***
*** *** *** ***
*** ** ***
Dear *** ***
This is in response 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 tax refund
through *** *** on February but knew there was going to be an issue due to
a mistake you made during the processYou claim that there were automatic ACH
and bank withdrawal charges that totaled to $You are requesting a refund
for this amount
In this scenario described in your complaint, you have
chosen a Do-It-Yourself (DIY) tax preparation software package through *** ***The taxpayer is entirely responsible for the information provided to the
software including the disbursement account where the refund will be deposited
If a taxpayer enters a bank account that will not accept the
refund deposit, the transaction is rejected by the receiving bankOften time
this occurs because the taxpayer has entered incorrect bank account information
or the account is closedTPG 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 funds to the customer or simply return the
funds to the IRS
Section of the online agreement clearly establishes the
following:
Note: To
ensure that there are no delays in receiving your refund, please contact your
financial institution to confirm that you are using the correct RTN (routing)
and account numberIf you or your
representative enter your account information incorrectly and your deposit is
returned to BANK, the Deposit Account balance minus a $returned item
processing fee will be disbursed to you via a cashier’s check mailed to your physical address of
recordThe 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 $Processing fees will be
paid by BANK to Processor
On February 26, 2016, TPG was able to process your Cashier’s
Check and mail it to the address on recordTPG confirmed that the check
negotiated on March 4,
TPG is sorry for any inconvenience you may have experienced
If you have any other questions or complaints, please feel free to contact me
at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

March 15,
*** ***
class="MsoNormal" "margin-bottom:0in;margin-bottom:.0001pt">*** * *** ***
*** ** ***
Dear Ms***,
This
is in response to the complaint filed against Santa Barbara Tax Products Group
(TPG) through the Revdex.com on March 7,
According to your complaint, you filed your tax
return; however, the account number was entered incorrectly and your refund was
sent back to TPG by your financial institutionYou stated days passed since
you uploaded your ID and have yet to resolve this matter
Upon review of your record, an RT was chosen when you
taxes were prepared through Turbo TaxOn February 23, the IRS funded the federal return; fees were deducted to pay
the Turbo Tax user fees and an additional Bank processing fee for the RTThe
balance was deposited to the account instructed on the *** *** Bank Refund
Processing AgreementThe financial institution rejected the 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
On March 1, 2016, you contacted TPG to inform TPG
that you sent the appropriate documents to identify yourself as the account
holder. You were advised it would take
up to seven business days to verify your informationPlease note, due to the
volume during the same time frame, TPG extended the review period
On March 8, 2016, TPG was able to verify your
information and released the hold on the account. The refund was reissued as a Cashier’s Check
on March 8, TPG confirmed that the check was verified on March 14, Based on the USA Patriot Act, TPG is required to take
reasonable steps to ensure it is sending a check to the appropriate person to
ensure that the process is not part of a fraudulent scheme. Asking for
identification is a reasonable and necessary step to limit identity theft
It is unfortunate that it does take several days for
the process but most taxpayers appreciate knowing that reasonable safeguards
are in place to prevent someone from committing identity theft and stealing a
taxpayer’s refund in this manner.
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
***, Monday through Friday 7:am to 3:pmRespectfully,
*** ***
Senior Compliance Analyst, SBTPG

February 26,
*** ***
*** *** ***
class="MsoNormalCxSpMiddle" "text-align:justify">*** ** ***
Dear Ms***,
This is in response to your
complaint against Santa Barbara Tax Products Group (TPG) through the RevDex.com on February 17,
You stated that after filing your
taxes through TPG, you have been notified that there was an issue with your
accountWhen you spoke with TPG, you were asked to send in identification to
verify your account
Upon review of your record, the
reason your account was placed on a hold was because the account you directed
the refund to go to was closedIf a taxpayer enters a bank account that is
closed or incorrect, the transaction is rejected by the receiving bank the
funds are returned 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 fundsOnce the funds are returned to TPG, the taxpayer
can authenticate her/his identity through our websiteIf a current, valid
government-issued photo ID is successfully uploaded the return can be released
to the taxpayerDuring this process, your account was flagged as potential ID
theftFor the protection of our valued customers, TPG’s policy is to return
all funds possibly associated with ID theft to the IRSWe apologize for any
inconvenience this has caused you
If you have any questions or
concerns about TPG’s process, please feel free to contact me at ***,
Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

***
***
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*** Dr
*** GA
***
Re: Case
***
May 7,
Dear
*** ***,
This is in
response to the complaint filed against Santa Barbara Tax Products Group (TPG)
to the Revdex.com of San Diego on May 5, regarding service issues
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.
Upon review of your record, a Refund Transfer (RT) was
chosen when your taxes were prepared through On Line Taxes IncOn February 25,
the IRS funded your federal return; fees were deducted to pay your On Line
Taxes Inc tax preparation fees and an additional bank deposit product feeThe
balance was deposited to the account instructed on The Citizens Banking Company Refund Processing
AgreementYou stated in your complaint that your bank rejected the funds
because your “tax preparer mixed up
numbers on your bank account”
TPG allows
taxpayers the opportunity to correct their initial mistake until the item is
reprocessed, which may be several days or several weeks. TPG offers a website where customers can
change their account information. Once
TPG receives the rejected refund the 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 to the customer is for the benefit of the customer. If the funds were returned directly to the
IRS the refund would be delayed for an extended period of time to allow the IRS
to reprocess the funds and post to the taxpayer account. Therefore, when the rejected refund is
returned, TPG makes a good faith attempt to deliver the refund to the taxpayer
On
separate occasions you attempted to change your banking account information and
failedBefore you can make any changes to your original record, you are
required to answer a few questions which are meant to be difficultYou may
even need your records to answer themThey are used to ensure that nobody but
you can change your personal and confidential informationBecause we were
unable to obtain the personal information from you in order to verify your
identity, we couldn’t proceed any further in our efforts
TPG begun
the process of returning your funds to the IRS on March it was acknowledged
on March 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 FresnoThe funds were sent back electronically via the FMS ACH Credit
Gateway processPlease allow approximately 8-weeks from March for the
IRS to acknowledge receipt of funds
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

*** ***
class="MsoNormal" "text-align:justify">
RE: Case ***
October 26,
Dear ***
***,
This is in response to the complaint
filed against Santa Barbara Tax Products Group (TPG) to the RevDex.com of San Diego on October 19, regarding service issues
TPG,
on behalf of our 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
out-of-pocket costsWhen you prepared your tax return through Turbo Tax, you
chose to deduct fees from your refundWhen the taxpayer selects our bank
product, they direct the IRS to deposit their tax refund into a temporary
account at the BankWhen the Bank receives the IRS refund (usually less than
days from the filing date), the Bank makes deductions from the refund to pay
the tax preparation fees and Bank fee
In
your complaint you asked why TPG never contacted youTPG notifies the
customer, through e-mail, at the time of funding, that the refund has been
receivedThe customer is given the TPG website and phone contact information
if they have any questions or problems
Controls
are in place to protect our customers from identity theft and fraud in
cooperation with the IRSAccording to the contract, funds are held to allow
the customer ample time to contact us regarding their refund and to verify
their identity in order to release the funds through another disbursement
methodSince the funds went unclaimed, TPG is obligated to forward monies back
to the IRSTPG 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 October 9, 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
Please
feel free to contact me at 877-***, Monday through Friday am to pm if
you have any further concerns or questions regarding this complaint
Respectfully,
***
***
Compliance
Analyst

February 16,
*** ***
*** *** ** ***
*** *** **
***
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 an
error with the routing number you enteredYou stated that you provided your
wire transfer routing number instead of your direct deposit routing number
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
informationIn these cases, the receiving bank “rejects” the transaction and
returns the funds to the sender, in this case TPGTPG will then re-disburse
your funds via check
Your refund was rejected by the receiving bank which
allowed TPG to reprocess your refund and mail it to the address on recordYour
check was mailed on February 11, Please allow up to days for the check
to reach your address
We are experiencing extremely large call volumes
which correlates to an extremely large, and unexpected, funding from
IRS. This unexpected spike in business has caused extreme demand on our
resources and unfortunate delays in processing. We apologize for the
inconvenience this has caused you and the manner in which your inquiry was
handled by our Customer Service agents.
If you have any questions or concerns, please feel
free to contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
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 may have explained my dissatisfaction with your business and my experience incorrectlyI understand that my bank declined the bank transfer and the funds were sent back to your companyWhen I found your site and put in my information as for my drivers license after I submitted that your website informed me to allow business days and that I would receive an email or phone call within that time for the status of my accountWhen I logged back on the site it stated that my account was still on hold and to submit this information again, this was on Thursday, Friday, Monday Feband 16thWhen I called on Monday, Febthe lady that I spoke with said that she would sent my information to her supervisor and they would send it up to the people that review the identification and that my check would be printed the next day which was Tuesday, Feb16thI was upset that it was clearly after the business days that your site stated and I had not received any information prior regarding that your company needed to verify my identityOn Tuesday when I called I spoke to a lady who informed me that my check was not yet printed and should be printed within hoursThis is very upsetting because no one provided me any exact information and was only guessing at when my check would be sent to meI called back on WedFeb17th and at this point I was very upsetI had been transferred several times one in which I had already left a voicemail to speak with a supervisor this was done on Thursday and no one called me backI then spoke with *** rep id *** and asked that my check be sent overnight due to all the problems that I had with your company she told me that she could not and that I can speak with her supervisor but the person that I spoke to before her said that she was the supervisor she *** transferred me to *** rep id *** who then started to say "we do not have to hold your money we can send them back to the IRS and then you would be waiting business days or more for your money"*** was very rude and disrespectful to me when I began to express to him the trouble and frustration that I was going through just getting information from your companyWhen I asked *** to please listen to me and hear me out he started talking over me and then hung the phone up on me while I was talkingI have worked in Customer Service for over years and NEVER does a team lead or supervisor ever hang up on a customer! This really is ridiculous that your team leads conduct themselves like this and it should never be doneI was hold before that I would be able to check my status online but it never updates and says that my account is still on holdThe only person that listened and tried to help me was *** (I may have spelled her name wrong) her rep id is *** she heard me out and understood and at least provided me a tracking number and called me the following day to provide the tracking number to me*** provided me horrible customer service and I hope that he is coached on this
Regards,
*** ***

March 14,
*** ***
*** *** *** *** ***
*** **
***
Dear Ms***,
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
online but did not receive your checkInstead your funds went to TPGYou were
advised to send your identification to be able to receive your checkAfter
uploading your identification twice, you still did not receive your check
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
informationIn these cases, the receiving bank “rejects” the transaction and
returns the funds to the sender, in this case TPGPlease 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
request but when TPG was validating your ID, it came up blurry and unreadable
Fortunately, TPG was able to validate your ID using other methods and released
the hold on the account. The refund was
reissued as a Cashier’s Check on March 10, Please allow up to days for
your check to reach your address on file
Thank you for taking the time to communicate to us
why our service did not meet your expectationsIf you have any questions or
comments, please feel free to contact me at ***, Monday through
Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

*** * ***
*** *** ***
"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 of San Diego on March
3, 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 3, the
IRS funded your federal return;fees were deducted to pay your Turbo Tax user
fees and an additional deposit product feeYour Bank rejected the funds and
declared the account an R“File Record Edit Criteria” and the funds were
returned to TPG on February 4, According
to your contract, TPG issued a Cashier’s Check on February 4, and mailed
to the address on recordThe check was returned to our office as
“undeliverable” on February 24, 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 ActOnce you were verified as the lawful owner of the funds, your
refund was released on March 9, and mailed to the address on record Please allow business days for receipt of
your check
Please feel free to contact me at 877-908-7228, Monday
through Friday am to pm, if you have any further questions or concerns
regarding this complaint
Respectfully,
*** ***
Compliance Analyst

September 7, *** ** *** *** * *** ***
*** **
*** *** ** *** Dear Mr***, We sincerely apologize for the unpleasant experience that you have had. As we previously explained, we were unable to process your tax refund using the account number you provided. Your direct deposit was rejected by your bank and was returned to TPG on 06/17/due to a closed bank account. To help you, TPG also sent you a check on 6/17/to the address listed on your tax return, which was returned back to TPG on 7/05/due to an address marked 'undeliverable'. Please understand that identity theft is common for tax refunds and therefore, per TPG company policy, if a customer’s refund is rejected back to TPG twice, we are not allowed to send any more disbursements to that customer to help with fraud prevention Your tax refund was sent back to the IRS on 8/03/ Please speak to a tax advocate who can help you track your refund at the IRS: https://www.irs.gov/advocate/local-taxpayer-advocateFor your convenience, feel free to call your local IRS Advocate at 336-574-or toll free at 877-777-We appreciate you as a customer and apologize for any inconvenience this might have caused you. Under circumstances we would only be able to refund you the Refund Transfer fee, which is our product fee of $34.99. The other fees charged in the amount of $were charged by the software company for using their tax software to prepare your filing. However, as a onetime courtesy to you, and to keep you happy as a valued customer, we will refund the additional $for your software fee. We are happy to send you payment related to total fees charged of $but we do not have a valid payment method on file for you. Can you please provide us your current mailing address or bank account information so that we may remit the fee payment to you? If you have any questions or concerns, please feel free to contact me at 800-779-7228, Monday through Friday, 7am to 3pm Sincerely, Tax Products Group

*** ***
"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 of San Diego on March 12, regarding service issues
In
accordance with your online contract, a temporary account was opened to receive
and process your income tax refund and pay your tax preparation fees from your
refundTPG has nothing to do with incorrect account information entered by the
taxpayer or the receiving bank’s decision to reject the funds
On March
9, 2015, the IRS funded your federal return; fees were deducted to pay your
Turbo Tax user feesYour Bank rejected the funds and declared the account an
R“no account/unable to locate account” and the funds were returned to TPG on
March 12,
TPG never
intervenes prior to the funds being sent to the receiving bank and rejected by
the receiving bank. Please feel free to
use trace number *** to discuss the rejection issue directly with
your bank.
The Bank
charges a commercially reasonable processing fee to cover the expenses
associated with processing this bank product.
Most banks typically charge between $and $
Please feel
free to contact me at ***, Monday through Friday am to pm if you
have any further concerns or questions regarding this complaint
Respectfully,
*** ***
Compliance
Analyst

*** ***
">
RE: Case ***
October 26,
Dear ***
***,
This is in response to the complaint
filed against Santa Barbara Tax Products Group (TPG) to the RevDex.com of San Diego on October 19, regarding service issues
TPG,
on behalf of our 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
out-of-pocket costsWhen you prepared your tax return through Turbo Tax, you
chose to deduct fees from your refundWhen the taxpayer selects our bank
product, they direct the IRS to deposit their tax refund into a temporary
account at the BankWhen the Bank receives the IRS refund (usually less than
days from the filing date), the Bank makes deductions from the refund to pay
the tax preparation fees and Bank fee
In
your complaint you asked why TPG never contacted youTPG notifies the
customer, through e-mail, at the time of funding, that the refund has been
receivedThe customer is given the TPG website and phone contact information
if they have any questions or problems
Controls
are in place to protect our customers from identity theft and fraud in
cooperation with the IRSAccording to the contract, funds are held to allow
the customer ample time to contact us regarding their refund and to verify
their identity in order to release the funds through another disbursement
methodSince the funds went unclaimed, TPG is obligated to forward monies back
to the IRSTPG 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 October 9, 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
Please
feel free to contact me at 877-***, Monday through Friday am to pm if
you have any further concerns or questions regarding this complaint
Respectfully,
***
***
Compliance
Analyst

serif;">
June 17,
*** ***
*** ** *** *** *** **
*** ** ***
Re: ID#: ***
TPG ID: R***
Dear Ms***,
This email is in response to the complaint filed against Santa Barbara Tax Products Group regarding fraudulent charges on your Diamond Plus Card.
Thank you for bringing this issue to my attention. I’m sorry that you had that experience and have yet to receive your reimbursement for disputed charges. Santa Barbara Tax Products Group (TPG) is a third party processor which issued your IRS funding into the card you designated upon filing. Once you receive your card, you would need to direct all questions or concerns to the card company as we have no visibility to any of the transactions or your personal information.
It appears that you are disputing a number of transactions totaling $for unauthorized or fraudulent use. It is recommended that you contact the Diamond Plus Card Customer Service line at ###-###-####, select option 4, select your language option, and select option to reach a live agent who will be able to assist you further. You may also contact them via email at [email protected].
Respectfully,
*** ***
Compliance Assistant
Santa Barbara Tax Products Group

March 10,
*** ***
*** *** *** *** *** ***
*** **
***
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on March 2,
Your complaint stated that you filed your tax return on
February 3, Due to the unfortunate events that occurred in your life, you
needed the refund money as soon as possibleYou tried contacting TPG a number
of times only to be told that you needed to upload your identification to
verify your accountAfter following the procedures, TPG did not verify your
account
Controls are in place
to protect our customers from identity theftAfter speaking with you on March
7, I was able to have your identification verified and the hold released from
your accountOn the same day, TPG was able to process your check and mail it
to your address on filePlease allow up to days for the check to reach your
address
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 ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

February 26,
*** ***
*** ** *** ***
class="MsoNormalCxSpMiddle" "text-align:justify">*** ** ***
Dear Ms***,
This is in response to your
complaints filed against Santa Barbara Tax Products Group (TPG) through the
Revdex.com on February 19,
Your complaint stated that your
refund was sent back to TPG because there was an issue with your account
numberAfter contact TPG’s customer service, you were unable to receive solid
information for when your refund would be sent to you
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
the incorrect bank account information or the account is closedIn these
cases, the receiving bank 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 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 you provide your
current, valid, government-issued photo identification through our website in
order to verify you are the correct account holderTPG was able to verify your
information and release the hold from your accountOn February TPG
processed your tax refund as a check and mailed it to you on the same date
Please allow up to days for the check to reach your address listed
If you have any other questions
or concerns, please feel free to contact me at ***, Monday through
Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

March 9,
*** ***
*** *** ***
Bartlett, IL
class="MsoNormal">
Dear Mr***,
This is in response to your complaint filed
against Santa Barbara Tax Products Group (TPG) through the RevDex.com on February 29,
Your complaint stated you did not receive notification
there was a hold on your account and you experienced long waits or no responses
to your email inquiries from customer service
We experienced extremely large call volumes which correlates
to extremely large funding from the IRS. This unexpected spike in business
caused extreme demand on our resources such as our call center. We
apologize for the inconvenience this has caused you and the inability for you
to reach live customer support
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 fraudTPG feels this is the most prudent
course of action to protect taxpayers given the current environmentTPG 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 reviewOn March 1, 2016, TPG was able to verify your information and
release the hold on your accountYour return was direct deposited into the
account you provided when filing your taxes.
Thank you for taking the time to communicate to us why our
service did not meet your expectations. Additionally,
we thank you for your loyalty in using our bank productAs a one-time
courtesy, we have reimbursed your refund processing feePlease allow hours
to post to the account on recordNo interest is earned on your deposit and
your deposit is not being used by any financial institution during the
processing of your refund
We hope the points listed above offered a fair explanation
and solutionIf you have any other questions or concerns, please feel free to
contact me at 877-908-7228, Monday through Friday, 7am to 4pm
***
*** ***
Compliance Analyst

April 14,
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*** *** ***
*** *** ** ***
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

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
Regards,
*** ***