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
I don't feel I should incur anymore charges, which means taking time and paying a notary is more chargesI paid for direct deposit that never happened and now you want to take out another fee and pay for a notary...? I will pay for notary if you reimburse me
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

February 16, 2016
*** ***
*** *** *** ***
*** ** ***
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Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) with the Revdex.com on February
11,
You contacted TPG’s customer service regarding your refund
amountYour complaint stated that you received a lower amount that you
expected from your refund
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 *** ***
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 spoke to "ceo " *** *** suppose to mail friday .we will see
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,
*** ***

***
***
*** *** ***
*** ** ***
RE: Case ***
Dear ***
***,
This is in response to the rebuttal to the complaint
filed against Santa Barbara Tax Products Group to the Revdex.com of
San Diego on March 13, regarding your refund direct deposit
Controls
are in place to protect our customers from identity theft and fraud*** 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 they
designated. The customer is given the *** website and phone contact information if they have any questions or
problems*** allows taxpayers the opportunity to correct their initial mistake
and avoid reprocessing until the item is reprocessed, which may be several days
or several weeks. *** offers a website
where customers can change their account information***’s customer service
efforts are highly successful as customers each year utilize the web to change
account information prior to IRS funding
If a
taxpayer enters a bank account that will not accept the refund deposit, the
transaction is rejected by the receiving bank.
Often times this occurs because the taxpayer has entered incorrect bank
account information or the account is closedYour Bank rejected the funds and declared the account an
R“no account/unable to locate account” and the funds were returned to *** on
February 26, 2015. *** 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
*** 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
*** 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
We apologize if our attempts at obtaining your personal information were
perceived as rude, but please understand it is our obligation to investigate
these matters thoroughly to ensure the money is forwarded to the lawful owner
We thank you for the inquiryIf you have any further
concerns or questions regarding this complaint, please feel free to contact me
at ###-###-####, Monday through Friday am to pm
Respectfully,
***
***
Compliance
Analyst

February 26,
*** ** ***
*** ** *** ***
class="MsoNormalCxSpMiddle" "text-align:justify">*** ** ***
Dear Mr***,
This is in response to your
complaint filed against Santa Barbara Tax Products Group (TPG) through the
Revdex.com on February 18,
Your complaint stated that after
filing your taxes, your account was placed on holdYou tried contacting TPG to
resolve the issue but were unable to get through to a representative
If a taxpayer enters a bank
account that is incorrect or associated with other issues at the receiving financial
institution, the transaction is rejected by the receiving bank and the funds
are sent back 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 fundsYou mentioned in your complaint that your bank
had no record of a deposit attempt into your accountThis is consistent with a
possibility that the routing number could have been entered incorrectly, in
which case the bank would have no record of a deposit attemptOnce 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 holder
After speaking with you on
February 19, TPG 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 or around the same datePlease allow up to days for the
check to reach your address listed
If you have any more questions or
concerns, please feel free to call me at ***, Monday through Friday,
7am to 4pm
Sincerely,
*** ***
Compliance Analyst

February 29,
*** ***
*** *** *** ***
*** ** ***
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on February
19,
Your complaint stated that after
learning your refund was
directed to TPG on February 2nd, you were told that instead of a
direct deposit, TPG was going to send you the check via mail, which would take
daysAfter two weeks, you still have not received your check
Upon review of your record, a
Refund Transfer (RT) was chosen when your taxes were prepared through Turbo Tax. On February 2, the IRS funded your federal return; fees were deducted to
pay your Turbo Tax user fees and an additional Bank processing fee for the RT
The balance was deposited to the account instructed on the *** *** ***
Refund Processing Agreement. Your
financial institution rejected the funds and declared the account an
R04/“Invalid Account Number”You may contact your financial institution and
provide them with trace number: *** for further details regarding the rejection of fundsThe funds
were returned to TPG on February 5,
If a taxpayer enters a bank
account that is closed, incorrect, or associated with other issues at the
financial institution, the transaction is rejected by the receiving bankIn
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 was able to verify your
information and release the hold from your accountOn February 8th,
TPG processed your tax refund as a check and mailed it to you on or around the
same dateYour account confirms that the check was received and cashed on
February 25,
If 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,
*** ** ***
*** ** *** ***
*** ** ***
Dear Mr***,
This is in response to your
complaint filed against Santa Barbara Tax Products Group (TPG) through the
Revdex.com on February 18,
Your complaint stated that after
filing
your taxes, your account was placed on holdYou tried contacting TPG to
resolve the issue but were unable to get through to a representative
If a taxpayer enters a bank
account that is incorrect or associated with other issues at the receiving financial
institution, the transaction is rejected by the receiving bank and the funds
are sent back 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 fundsYou mentioned in your complaint that your bank
had no record of a deposit attempt into your accountThis is consistent with a
possibility that the routing number could have been entered incorrectly, in
which case the bank would have no record of a deposit attemptOnce 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 holder
After speaking with you on
February 19, TPG 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 or around the same datePlease allow up to days for the
check to reach your address listed
If you have any more questions or
concerns, please feel free to call me at ***, Monday through Friday,
7am to 4pm
Sincerely,
*** ***
Compliance Analyst

May 5, *** *** *** *** *** ***
*** ** ***
Dear Ms*** We are writing in response to your complaint filed against Santa Barbara Tax Products Group (TPG) and *** *** Bank (Bank) on April 22, To give you some background and help you appreciate our role in
your complaint, we would like to explain TPG’s relationship with *** *** BankTPG is a third party processor for the BankThrough this relationship, *** *** is able to offer tax products which are sold through TPG through a network of tax preparation franchises, independent tax professionals and online tax preparation servicesThe product you have used through TPG, called the “Refund Transfer”, allowed you to pay for your tax software or your tax preparation fees directly out of your tax refundThis saved you the difficulty of paying these fees upfront to your tax preparer or Software CompanyYour complaint stated you received an email on March 31, stating that your tax refund was placed on a hold due to suspicious activity. The email explained that you would need to upload your Driver’s License or passport in order to release the hold on your accountYou attempted to upload your documents through TPG’s websiteYou did not receive a notification from TPG indicating that TPG received your documents after you waited the suggested timeframeTo address your complaint while protecting your identity, we have written you a detailed letter with specific information related to your accountOur letter outlines the timeline of events and referenced specific dollar amountsTo respond to your Revdex.com complaint, we will summarize the events, but please reference the letter we sent you for additional detailsIn summary, on February 26, 2016, TPG received your electronic filing record from *** TaxThis 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 transferredOn March 8, 2016, TPG received your tax return from the IRS. Due to certain fraud filters your transaction was placed on hold in a non-interest bearing account for additional verificationThis account hold was placed on March 8, (the same day payment was received from the IRS)In order to provide us comfort that your transaction is not fraudulent, we ask that you submit an unexpired government identification, such as a driver’s license or passport, to validate your identityYou received an email with instructions on how to release the account holdOn April 12, 2016, TPG successfully received your identification. You were told it would take up to days to verify your documents. On April 18, 2016, your refund was released by TPG after the Risk Department was able to verify your identification. Your refund was direct deposited into your account on April 18, Please understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients from identity theftWe understand your frustration and apologize for and inconvenience that you may have experienced Sincerely, *** *** Compliance Analyst

February 29, 2016
*** * ***
** *** *** *** *
*** *** ** ***
Dear Mr***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on February
19,
Your complaint stated that
the IRS funded your return and
directed it to TPG on February 17, but the funds were rejected on the February
by your bank. Your refund was consequently
placed on a holdYou provided TPG with the appropriate identification to
verify your account but were unable to receive your refund
Upon review of your record, a
Refund Transfer (RT) was chosen when your taxes were prepared through *** ***. On February 17, the IRS funded your federal return; fees were deducted to pay
your *** *** user fees and an additional Bank processing fee for the RTThe
balance was deposited to the account instructed on the *** *** Refund
Processing Agreement. Your financial
institution rejected the funds and declared the account an “R17”You may
contact your financial institution and provide them with trace number: ***
for further details regarding the rejection of fundsThe funds were returned
to TPG on February 18,
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
“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 return the funds to the
IRS
Controls are in place to protect our customers from identity
theft and fraudTPG was able to verify your identity and released the hold
from your accountOn February 22, TPG issued your checkPlease allow up to
days for the check to reach your address on file
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
12,
Your complaint stated that you contacted TPG’s customer
service numerous times regarding your tax refundYou were inquiring when the
hold on your account would be lifted in order for your check to be processed,
but had difficulty receiving an answerThank you for your feedback and
valuable input.
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 an 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
On February 18, I was able to speak with you directly to
explain that the hold was released from your accountThe check will be
processed within the next hours and expect about days for the check to
reach you at your address on record
If you have any questions or concerns, please feel free to
call me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

February 8, 2017*** ***
*** * *** ***
*** *** ** ***
Dear *** ***,We are writing in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on February 2, 2017.To address your complaint, we have listed the timeline
of events below:According to our records, on January 12, 2017, TPG received your electronic filing record from Turbo TaxThis 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 transferredOn January 31, 2017, your refund was approved by the IRS and payment was made to TPGOn January 31, 2017, TPG deducted the fees related to your Refund Transfer and made payment to the bank account you indicated on your tax return.Upon receipt of your complaint, TPG’s Compliance Department contacted *** *** & Trust Company and spoke to an agent who confirmed the funds were received and disbursed on February 2, into the account you designated on your tax returnPlease contact *** *** & Trust Company at 800-774-if you wish to locate your funds.If you have any other questions or concerns, please do not hesitate to contact TPG at 877-908-7228, Monday through Friday, 7:am to 4:pm. Respectfully,Santa Barbara Tax Products Group

I have been waiting on my refund check since it was mailed out to me on February Not only was there an extra $dollars taken off of the check total they gave me After faxing in the indemnity bond ( taxpayer) paperwork timesI'm being told that they never got the paperwork I got so stressed out by dealing with these peopleI had a miscarriage & they told me to have my doctor FAX in the indemnity bond paperwork I have never been treated so bad

March 3,
*** * ***
*** *** ***
*** *** ** ***
Dear *** ***,
This is in response to your complaint filed
against Santa Barbara Tax Products Group (TPG) through the RevDex.com on February 23,
Your
complaint stated that after your refund
funded on 2/17/16, you were notified to contact TPG because you did not receive
your refund in a timely mannerYou called TPG a number of times and were
unable to reach a TPG representative
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 February 25, TPG was able to verify your information and
released 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 productWe have every desire
to address your needs and provide the best solution available to resolve your
issue as soon as possible. We hope the
points listed above offered a fair explanation and solution
If you have any other questions or concerns, please feel
free to contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

February 24,
*** ***
*** *** *** *** *
*** ** ***
Dear *** ***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on February
16,
Your complaint stated that you
have been in contact with TPG
trying to get updated on your refund timeframeSince February 3, you were
unable to receive the answers you wanted regarding your refund
Our sincere apologies, I agree that this should not have
happened. The information you were given
should have been consistent and your refund should have been issued in a timely
mannerI reviewed your case with the Manager and the team in order to clarify
procedures and provide further training.
We appreciate you bringing this to our attention and thank you for your
input and feedback
Upon review of your record, TPG was able to verify your
information and mailed your check on February 5, Your account shows that the
check was cashed on February 20,
If you have any questions or concerns, please feel free to
contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

June 27, Annette Parker
Shepherd Oaks RdLakeland, FL
Dear Ms***
This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on June 21, Your complaint stated the following:
You filed your taxes on March and have yet to receive your refundYou contacted TPG multiple times and were told that your refund was being sent back to the IRS
The IRS has not received your fundsTo give you some background and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with Green Dot BankTPG is an affiliate of the BankThrough this relationship, Green Dot is able to offer tax products which are sold through TPG through a network of tax preparation franchises, 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 software and tax preparation fees directly out of your tax refundThis saved you the difficulty of paying fees upfront to your tax preparer or Software Company
To address your complaint, we have listed the timeline of events below:
According to our records, on March 10, 2016, TPG received your electronic filing record from Turbo TaxThis 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 transferred
On April 5, 2016, your refund was approved by the IRS and payment was made to TPG in the amount of $
On April 5, 2016, TPG deducted the fees related to your Refund Transfer in the amount of $and made payment of $to the bank account you indicated on your tax return
On April 7, 2016, your financial institution rejected the funds and declared the account frozenYou may contact your financial institution and provide them with trace number: for further details regarding the rejection of fundsOn April 7, 2016, your refund was rejected, it was sent back to TPG and a hold was placed in a non-interest bearing account
To remove an account hold, we ask customers to simply provide us a copy of their unexpired government issued identification, such as a driver’s license or passport. This allows us to verify your identity and remove the hold from your account. If TPG does not receive the customer identification, the tax refund is sent back to the IRS.
On May 9, 2016, you called TPG inquiring about your refundA TPG representative notified you of our verification procedures and advised that you submit your SSN, ID and Wto be validatedThey also explained to you that once TPG receives the specified documents, it would take TPG business days for processing and once approved, TPG would disburse your funds as a Cashier’s Check via regular mailYou refused to submit a copy of your photo identification
On May 23, 2016, you called TPG asking for an update on your returnYou stated that you wanted your funds returned to the IRS
On June 17, 2016, TPG sent your refund to the IRSPlease allow the IRS 10-weeks to credit the account and reflect the fundsPlease contact the IRS at 800-829-if you have additional questions regarding your refundTPG is very sorry for any inconvenience you 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 theft. If you have any questions or concerns, please do not hesitate to contact me directly at 877-908-7228, Monday through Friday, 8:am to 4:pm
Respectfully,
Cathy Kissinger
Senior 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 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,
*** ***

Dear ***
***,
This
email is in response to the complaint filed against Santa Barbara Tax Products
Group to the RevDex.com on February 20, regarding funds never
received.
Upon
review of your record, a Refund Transfer (RT) was chosen when your taxes were
prepared through Turbo Tax. On February 6,
the IRS funded your federal return; fees were deducted to pay your Turbo
Tax user fees and an additional Bank processing fee. The balance was deposited to the account
instructed on The *** Banking Company Refund Processing AgreementYour
Bank rejected the funds and declared the account an R03/“No Account/Unable to
Locate Account”. From your Revdex.com statement
it appears that you submitted an incorrect account number and therefore your
Bank rejected the funds. The funds were
returned to TPG on February 10, 2014.
According to your contract, TPG issued a Cashier’s Check on February 10,
and mailed it to the address on record.
The check was returned as “undeliverable”.
As
notated on your record, you contacted TPG and were advised to submit an Account
Change form with supporting documents.
The form and verification documents were received in full and processed today,
February 25, 2014. Please allow hours
for your funds to post at your financial institution.
Please
feel free to contact me at ###-###-####, Monday through Friday am to pm PST
if you have any further concerns or questions regarding this complaint.
Respectfully,
*** ***
Compliance
Assistant
Santa Barbara Tax Products Group

March 2, 2016
*** ***
*** *** ***
*** ** ***
Dear Ms***,
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on February
22,
You complaint stated that after
TPG put a hold on your
account, you tried contacting TPG’s customer service to learn why there was a
holdSince then, you were unable to speak to a representative regarding your
account
We are experiencing extremely large call volumes which correlates
to extremely large funding from the IRS. This unexpected spike in business
has caused extreme demand on our resources and unfortunate delays in processing.
We apologize for the inconvenience this has caused you
Controls are in place to protect our customers from identity
theft and fraudTPG was able to verify your information and release the hold
from your accountOn February 22, TPG was able to verify your information and
release the hold from your account
Thank you for taking the time to communicate to us why our
service did not meet your expectations.
We have every desire to address your needs and provide the best solution
available to resolve your issue as soon as possible. We hope the points listed above offered a
fair solution
If you have any other questions or concerns, please feel
free to contact me at ***, Monday through Friday, 7am to 4pm
Sincerely,
*** ***
Compliance Analyst

August 19, *** ***
*** *** ***
*** *** ** *** Dear Ms***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on August 8, Your complaint
stated that you applied to use TPG’s Refund Transfer (RT) product for the sole purpose to have fees deducted electronicallyYou were not notified that TPG received your funds nor were you notified there was a hold placed on your fundsAfter conducting your own investigation, you learned of the hold placed on your accountYou called TPG and a representative notified you of our verification procedure in order to release your refundTPG explained that it would take 7-days to verify and release the hold once your identification was receivedAdditionally, you were informed that if you did not send your identification within a timely manner, your refund would be sent back to the IRS and you would have to wait another months to receive 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 timeline 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 March 18, 2016, TPG received your electronic filing record from Turbo TaxThis 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 transferredOn August 2, 2016, your refund was approved by the IRS and payment was made to TPGDue to certain fraud filters, the transaction was placed on hold in a non-interest bearing account for additional verificationAs stated in the *** Bank Refund Processing Agreement you received on the Turbo Tax website, when TPG opens a Deposit Account for you for the purpose of receiving your IRS federal tax refund or if you apply for one of our products, we will ask for your name, address, date of birth, and other information that will allow us to identify youWe may also ask for your driver’s license information or information from other identifying documents of yoursYou electronically agreed to these governing terms and conditions through the software applicationOn August 11, 2016, you submitted your identification to TPG in order to release the hold on your accountOn August 12, 2016, TPG’s Risk Department was able to successfully verify your identity and release the hold on your accountOn the same day, TPG deposited your refund into the account you designated when you filed your tax returnTPG sent you an email that informed you that your refund was released and successfully deposited into your accountPlease 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 experiencedIf you have any questions or concerns, please feel free to contact TPG at 877-908-7228, Monday through Friday, 7am to 4pmSincerely, *** *** Compliance Analyst