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 called multiple times and whoever this is that responded is not being honest with her answer, when I told them I was waiting since February someone personally called me and said TPG NEVER sent the check in February they sent it in MarchI called and asked about the indemnity prior and was told I could not do that cause I did not qualifySo at this point I want my funds done alternatively as they advertised.
Regards,
*** ***

Dear Mr***, This letter is in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on April 27, Please allow me to explain the role of TPG in this matterTPG, on behalf of Civista Bank (Bank), offers tax related
financial products through a network of tax preparation franchises, independent tax professionals and online tax preparation providersThese products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront feesWhen you prepared your taxes through the software provider, Turbo Tax, you chose a Refund Transfer (RT) productThis service is optionalWhen the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the BankWhen the Bank receives the IRS refund, the Bank makes deductions from the refund to pay the tax preparation fees and RT processing feeThe balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayer In the complaint received, you state TPG is holding over $26, of your refund for bogus reasonsIn order to resolve your issue, you would like to have your funds released To help you understand our process we have listed out the events associated with your account as follows: According to our records, on March 24, 2018, TPG received your electronic filing record from Turbo TaxThis means that you used tax software to prepare your own tax return and elected to utilize a Refund Transfer to pay your software and RT processing feeOn March 28, 2018, due to certain fraud filters, your account was placed through enhanced due diligence at TPG to protect your account from fraudPlease understand that as a financial services business we are required to perform reasonable monitoring procedures to ensure fraud, such as ID theft, has not occurred through our business processesPlease keep in mind, TPG notified you, via email on that same date, which was before funding, to process authentication and allow the refund to be deposited into the account once it is funded by the IRS without any further delaysUnfortunately, TPG did not receive your identification prior to the IRS funding your account.Due to industry requirements and company policy, if an account is flagged for unusual activity we are required to perform additional account due diligence in order to authenticate the identity of the taxpayerMany companies, including most banks, feel that tax refunds with suspicious account attributes are high risk and rather than trying to perform additional due diligence they simply return the funds to the IRS. TPG feels a better option for their valued customers is to try to perform additional steps to validate accounts and release the holds. Please note: Rather than rejecting the funds received by the IRS, which can delay your refund up to weeks, we allow our customers to submit an unexpired government issued photo ID and go through ID authenticationTPG’s verification process can take up to business days to review the IDOnce we can validate that you are the taxpayer associated with the tax return filed, we release all funds received by the Government agencyFunds are held in a non-interest bearing account while we are waiting for the customer to respond to our enhanced due diligence requestIf the customer does not respond to our request within a timely manner, we return the funds to the IRS.On April 10, 2018, your refund was approved by the IRS and payment was made to TPGOn that same date, TPG deducted fees related to the Refund Transfer and the balance remained on hold in a non-interest bearing account awaiting ID verification. On April 27, 2018, TPG received multiple attempts of your submissionUnfortunately, TPG was not able to validate and authenticate the documentation received and you were asked to resubmitOn that same date, TPG escalated this case to the Risk Department to conduct a manual reviewAt that time, TPG was able to validate your identity and released the account holdOn April 30, 2018, TPG deposited the funds to the bank account designated on your tax return, please reference the detailed client letter mailed to the address on record for your Bank account, Bank ACH contact and Tracking numbers We understand your frustration and apologize for any inconvenience that you may have experiencedPlease understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients and help limit identity theftFor any questions or concerns, you may contact TPG directly at 877-908-7228, Monday through Friday, 7:am to 4:pm PST Respectfully, *** *** Program Operations Analyst

August 26, *** *** West Juniata Parkway ***, ** *** Dear Ms***, This is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on August 17,
Your complaint stated that you used *** *** to file your tax return*** *** advised you to call TPG regarding your tax returnTPG explained that your refund was deposited into your bank account, but your bank rejected your refundWhen you spoke with your bank, you were advised that TPG sent incorrect information to your bank which caused your refund to be sent back to TPGTPG mailed your check to your address on file, but you did not receive itTPG charged you an additional fee to process the checkTPG advised you to have an Indemnity Bond notarized, which you are worried would incur more chargesTo 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 April 18, 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 user feesTPG received the data file and no monies were transferredOn April 26, 2016, the IRS approved your refund and payment was made to TPGOn April 27, 2016, your refund was rejected by your bank because it was deemed as an “R03: No Account/Unable to Locate Account”Once your refund was rejected, it was sent back to TPG and placed on a hold in a non-interest bearing accountOn April 28, 2016, TPG mailed your refund to the address you entered when you filed your tax returnUnfortunately, you did no receive the check in the mail nor was it returned to TPGOn August 5, 2016, a TPG representative emailed you an Indemnity Bond to your preferred email addressAn Indemnity Bond would authorize a stop payment on the first Cashier’s Check sent to you and allow TPG to reissue a new checkYou stated that you did not want to pay a notary fee for the Indemnity Bond to be validatedIn order for TPG to reissue a new check for you, you will need to have the Indemnity Bond notarizedIf you choose not to have the Indemnity Bond notarized, TPG will have to send your refund back to the IRSThis process can take the IRS 10-weeks to process your refundTPG will have to charge you $for a reprocessing fee if your refund is sent back to the IRSIf you complete your Indemnity Bond and send the form to TPG, TPG can reissue a new check and send it to you within weeks from the time TPG receives itPlease 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

Dear Mr
***,
This
email is in response to the complaint filed against Santa Barbara Tax Products
Group to the Revdex.com
on February 27, regarding customer service
issues.
Upon
review of your record, a Refund Transfer (RT) was chosen when your taxes were
prepared through Turbo Tax. On February 7,
the IRS funded your federal return; fees were deducted to pay your online
user fees and an additional Bank processing fee. The balance was deposited to the account
instructed on the Sunrise Banks N.ARefund Processing AgreementBancorp Bank
rejected the funds and declared the account an R17/“File Record Edit
Criteria”. You may contact Bancorp Bank
and provide them with trace number: *** for further details
regarding the rejection of funds. The
funds were returned to TPG on February 10, 2014.
As part
of routine audits we undertake in cooperation with the IRS, rejected
transactions are held in order to verify the identity of each record
holder. These controls are in place to
protect our customers from identity theft and fraud. 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 Act, by requesting and
processing copies of your unexpired government-issued picture ID, Social
Security card and other supporting documents to verify your identity. Once you were verified as the lawful owner of
the funds, your refund was released. TPG
issued a Cashier’s Check on February 28, and mailed it to the address on
record. Please allow business days
for receipt of your check
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 directly at ###-###-####, Monday
through Friday am to pm PST.
Respectfully,
*** ***
Compliance
Assistant
Santa Barbara Tax Products Group

Dear *** ***,
TPG has returned funds associated with your tax return filing back to the Internal Revenue Service, specifically the RISC/IVO Division of the IRS in Fresno, CA on March 9, The funds were sent back via Cashier’s Check; please use USPS certified tracking number: *** *** *** *** *** to confirm delivery of fundsIt is recommended that you contact the IRS at *** for further detailsYou may also log onto *** to seek assistance from a Taxpayer Advocate in your State
Respectfully,
*** ***
Senior Compliance Analyst

***
***
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RE:
Case ***
August 24,
Dear
*** ***,
This is in response to the complaint
filed against Santa Barbara Tax Products Group to the Revdex.com on
August 13, regarding service issues.
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. The *** *** *** 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 (TPG) is a third party processor for the Bank and is providing a response
on behalf of its partnerThe Bank provides 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
If a taxpayer enters a bank account that
will not accept the refund deposit, the transaction is rejected by the
receiving bankThe Bank charges a commercially reasonable processing fee to
cover the expenses associated with processing this bank product. Most banks typically charge between $and
$TPG never intervenes prior to the funds being sent to the receiving bank
and rejected by the receiving bank
Controls are in place to protect our
customers from identity theft and fraudYour funds were held for further
review to ensure that the funds were being released to the lawful ownerOnce
you were identified as the rightful owner, TPG issued a Cashier’s Check and
mailed it to the address on recordI have waived the $reprocessing fee;
please allow to business days for the cashier’s check to reach you
We hope this satisfies your inquiry
Please 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

*** J ***
"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 February 26, 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. Sunrise Banks, N.Aoffers tax related
financial products through a network of tax preparation franchises, independent
tax professionals and online tax preparation providers. Santa Barbara Tax Products Group (TPG) is a
third part processor for the Bank and is providing a response on behalf of its
partner Sunrise Banks, N.A. Sunrise
Banks N.A., provides 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 Turbo Tax, 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 *** *** *** ** *** ** *** ***
Contact one of the three major credit bureaus to place a ‘fraud
alert’ on your credit records:
*** ***
*** ***
*** ***
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 paperPlease
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

Dear Mr
***,
This
email is in response to the complaint filed against Santa Barbara Tax Products
Group to the Revdex.com of San Diego on
February 12, regarding customer service
issues.
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 Sunrise Banks N.ARefund Processing AgreementYour Bank
rejected the funds and declared the account an R03/“No Account/Unable to Locate
Account”. The funds were returned to TPG on February 7, 2014.
According to your contract, TPG issued a Cashier’s Check on February 7,
and mailed it to the address on record. Please allow business days for
receipt of your check.
TPG has
nothing to with the account information entered by the taxpayer on the Turbo
Tax software or the receiving bank’s decision to reject the funds. Once TPG receives the rejected refund, the
company has the option of making another attempt to disburse funds to the
customer or simply returning the funds to the IRS. When the rejected refund was returned, TPG
made a good faith attempt to deliver the refund to you through an alternative delivery
method, which was a Cashier’s check
As a
courtesy, I’ve enclosed a sample copy of the Refund Transfer online agreement for your
review. TPG provided the service which we were contracted to provide in
deducting the applicable fees and depositing the monies into the account which
you directed on the online agreementThere is a charge to TPG for reprocessed
items, there are staffing costs for handling the items, and there are costs
printing and mailing checksTPG charges a commercially reasonable processing
fee to cover the expenses associated with processing these items. Most banks typically charge between $and
$for return item feesYour electronic signature on the return authorized
the deduction of all applicable fees and processing of the Cashier’s Check. In this case, you were charged a $
reprocessing fee for the rejection of funds
You
indicated in your complaint “but the direct deposit routing number from the previous tax
return overrided what I type in for the account number which was glitched
acknowledged by Turbotax”.
When I reviewed your records for and 2014, the account information is
different from prior year 2013. It
doesn’t appear that there was an overwrite since the account information is
different from last year, otherwise the account information for would
match what was submitted in 2013. We are
researching the matter further with Turbo Tax but at this time because we
provided the contracted services found in your agreement, we are denying your
request for fee reimbursement. If it is
discovered that Turbo Tax was in error, I will send another email to advise you
of our findings and forward reimbursement via check to the address on record If you would like to update your account information with TPG, please submit the attached form If reimbursement is provided, we can also disburse the fees via direct deposit
If you
have any further concerns or questions regarding this complaint please feel
free to contact me at 858-334-6493, Monday through Friday am to pm
PST.
Respectfully,
*** ***
Compliance Assistant
Santa Barbara Tax Products Group

March 31, 2016*** ***
*** *** *** *** **
*** *** ** ***Dear Ms* ***
TPG has
returned funds associated with your tax return filing back to the Internal
Revenue Service, specifically the RISC/IVO Division of the IRS in Fresno, CA on
March 30, 2016. The funds were sent back via Cashier’s Check; please use
USPS certified tracking number* *** to confirm delivery of funds. It 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. Sincerely,*** ***Compliance Analyst

I want to thank the representative who responded to me in regards to this complaint! She did an excellent job in resolving this issue! SBTPG was acquired by the Green DOT company (the same company that I use for my banking products) earlier this last yearI certainly understand that Green dot is very very large company and sometimes finding money that is missing can be difficult unfortunatelyI have used card for about years now for various different purposes including my paychecks and tax returnsI personally love the products and the service that I have always received but this particular case just went down hill very quickly with an incorrect account numberplease allow me to explainI am a truck driver usually away from home for long periods of timeLast year my wife attempted to send me some money to my regular green dot card from home however she ended up purchasing a whole new cardwe used the card only once then discarded it as we didn't have any further use for itThis year when my tax return came in it had an incorrect account number as previously mentioned so green dot was not able to route the money correctly to my regular card but did find that I had the other card in my name that as I mentioned had been discarded and placed the money thereI have talked to at least a half a dozen representatives on the *** money card side of *** *** to look for the money including the research departmentNo one even looked to see about a second card and I had forgotten about that cardThe representative from SBTPG though was able to do a very good investigation including a trace from them to the federal reserve then back to *** *** to finally reach *** money card and found the moneyI was then able to call walmart money card myself and report that card lost or stolen and they are mailing me a new card which should arrive in about weeksHad the funds of been returned I am afraid that it may have taken the original time frame of several months to resolve and without the representatives assistance following this complaint I am not completely sure that the money could have been foundShe really did awesome in helping me very polite and friendly the entire time even when I was trying to drive though a snow storm in MO last week lolGreen dot and turbo tax will continue to receive my business following this resolution.
Regards,
*** ***

Problem: This business is ran by criminals and liarsThey had problems with my tax return, which took them weeks to "resolve." I then filed a complaintThey immediately decided to reject my return and send it back to the IRS; this lasted for about a week, before they changed their mind (WITHOUT my permission) and decided they would keep itTwo weeks ago, they claimed it was mailedA week ago, they again claimed it was mailedI have received absolutely nothingWhen I call them, they lecture me about how important they are and how much worse they could make this for meThis is unacceptableThey are holding MY moneyI want it ASAP, and I want my charges that they took from my return refundedI will never again do business with *** as long as they associate themselves with these criminal buffoons. Desired Outcome:GIVE ME MY MONEY

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
[Provide details of why you are not satisfied with this resolutionPlease respond in this space ONLY]
Regards,
*** ***

May 6, *** ***
size="3"> *** *** *** *** *
Chicago, IL
Dear *** ***,
We are writing in response to your complaint filed against Santa Barbara Tax Products Group (TPG) on April 26, Your complaint stated when you filed your taxes, you elected to have your tax software fees deducted from your tax refund. On February 10, 2016, you received notification indicating that your refund was paid. You contacted TPG to tell them that your bank closed your account and asked that your refund be returned to you or to the IRS. You were not informed that you needed to send in your identification in order to allow TPG to release your refund to youOn March 31, 2016, you received an email stating your refund was returned to the IRSAfter speaking an agent at the IRS, you were informed that they haven’t received your refund nor was there an attempt made by TPG until April 19, To address your complaint while protecting your identity we have written you a detailed letter with specific information regarding your accountPlease refer to tracking number *** *** ***. Our 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 details
In summary, on January 19, 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 (RT) to pay your software feesTPG received the data file and no monies were transferred. On February 9, 2016, your refund was approved by the IRS and payment was made to TPG. On February 9, 2016, TPG made payment to the bank you indicated on your tax returnUnfortunately, the account you designated your refund to be deposited into was closed which caused your bank, The Fifth Third Bank, to reject the transaction on February 12, 2016. Your return was sent back to TPG and placed on hold in a non-interest bearing account
On February 25, 2016, you called TPG inquiring about your refund statusA TPG representative informed you that your account was placed on a hold and provided you instructions to remove the hold. You requested that your funds be returned to the IRSTPG sent your refund, back to the IRS, as per your request.
Please understand that due to heightened fraud in the tax industry we need to have validation procedures in place to verify the identity of transactions that meet certain criteriaSince your payment was rejected from your bank, we require that you help us validate your account by providing identification. We understand your frustration and apologize for any inconvenience that you may have experienced
Sincerely,
*** ***
Compliance Analyst

Hello Ms***,
See attached files. I also spoke with taxpayer to clarify some issues. I responded to both her and her husband's complaints and she was satisfied with $remittance of reprocessing fee.
Dear Ms***,
/>
This email is in response to the complaint filed against Santa Barbara Tax Products Group to the
Revdex.com on March 18, regarding service issues.
When your taxes were prepared through Turbo Tax, you chose to deduct your 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 to
days from the filing date), the Bank makes deductions from the refund to pay the tax preparation
fees and Bank feeThe balance of the refund is then disbursed to the taxpayer by way of deposit
to an account designated by the taxpayer (either a personal bank account or prepaid card).
Upon review of your record, a Refund Transfer (RT) was chosen when your taxes were prepared
through Turbo TaxOn March 6, 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
RTThe balance was deposited to the account instructed on The Citizens Banking Company
Refund Processing AgreementStAnne’s Credit Union rejected the funds and declared the
account an R03/“No Account/Unable to Locate Account”You may contact your bank and
provide them with trace number: *** for further details regarding the rejection of
fundsThe funds were returned to TPG on March 10, According to your contract, TPG
issued a Cashier’s Check on March 10, and mailed it to the address on record which you state
is in your possession
TPG has nothing to 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 returning the funds to the IRSWhen the rejected refund was returned, TPG
made a good faith attempt to deliver the refund to you through an alternative delivery method,
which was a Cashier’s checkTPG 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 fundsThis fee is disclosed in your online agreement; please review the sample application
attached for details.
The SAMPLE screen shots provided will establish that our fees and references to the Bank are
adequately displayed on the Turbo Tax application for as required by banking regulations.
Our fee is located in five (5) different webpages ensuring the customer if fully aware of all bank
feesThe customer authorizes the deduction of fees upon selecting “I Agree” to the Refund
Transfer Application and AgreementIf the customer changes their mind, they may select the
“Back” or “I Don’t Agree” button to return to the payment options pageThe customer is not
obligated to select the bank product; they may choose to pay via credit cardYou may refer to the
screen shots for clarification
As a courtesy, the reprocessing fee of $will be remitted via Cashier’s check to your
address on record since it appears it was an error on your part to input the correct account
informationFor future reference, please verify your banking information for the deposit of your
refundFor direct deposit, the taxpayer’s name must be on the accountFor a joint return, some
Thank you,
***

February 26,
*** ***
** *** ***
"text-align:justify">*** ** ***
Dear Mr***,
This is in response to your
complaint filed against Santa Barbara Tax Products Group through the RevDex.com on February 19,
In your complaint you stated that
after providing your identification for TPG to verify your account, you were
given an array of different time frames for when your verification will be
processed
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 you to provide
your state license and social security number in order to verify that you are
the correct account holderYour information was then verified and the hold on
your account releasedOn February 20, 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 listed address
If you have any other 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 belowI'm actually highly confused by thisWas this supposed to be a resolution? Because in no way, shape, or form am I satisfiedNot even closeThe IRS says that they still have not released my tax return back to them, despite it being over two weeks since it was sent to youThey still have received absolutely no word from youOther than my complaint to the Revdex.com, I have no received no contact from youWho thinks it is acceptable to steal money from someone? I will NEVER again due business with *** if they continue to do business with SBTPGFortunately, from my talks with ***, it appears that your contract will not be renewed next year.
I will not be satisfied until I receive my money, IN FULL, as soon as possible.
Regards,
*** ***

*** R ***
PO Box ***
*** GA ***
RE: Case ***
Dear *** R
***,
This letter
is in response to the complaint filed against Santa Barbara Tax Products
Group
(TPG) to the Revdex.com of San Diego on June 9, regarding your tax refund
deposit.
Upon review of
your record, a Refund Transfer (RT) was chosen when your taxes were prepared through
Turbo TaxOn February 5, 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 Sunrise Banks, N.A
Refund Processing AgreementYour Bank rejected the funds and declared the
account an R“Account Frozen”The funds were returned to TPG on February 9,
TPG has nothing to with incorrect account
information entered by the taxpayer or the receiving bank’s decision to reject
the funds. Once TPG receives the
rejected refund the company has the option of making another attempt to
disburse funds to the customer or simply returning the funds to the IRS. This second attempt to deliver the refund to
the customer is for the benefit of the customerTherefore, when the rejected
refund is returned, TPG makes a good faith attempt to deliver the refund to the
taxpayer through an alternative delivery method; a Cashier’s Check was mailed to the address on record on February 9,
In the scenario described in your complaint
you tried to change your mailing address but TPG would not update it. 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
ActTo
ensure that nobody but you can change your personal and confidential
information we asked that you submit a clear copy of your IDs and a utility
bill for address verificationThese items came across too dark to obtain the
personal information we needed to make changes to your accountBecause 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 returned your
funds to the IRS on April 15, Please allow approximately 10-weeks from
the date for the IRS to acknowledge receipt of fundsIt is recommended that
you contact the IRS at 800-829-*** for further details
Please 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

*** ***
*** *** *th Street,
*rd Floor
***, ** ***
Re: Case ***
November 16,
Dear Ms***,
This letter is in response to the complaint filed against
Santa Barbara Tax Products Group (TPG) to the Revdex.com on November
11/10/
regarding your funds
Upon review of your record, when your taxes were prepared
through Jackson Hewitt, you chose a Refund Transfer (RT) productWhen a taxpayer
selects an RT, they direct the IRS to deposit their tax refund into a temporary
accountWhen the IRS refund is received, deductions are taken from the refund
to pay the tax preparation fees and RT feeThe balance of the refund is then
disbursed to the taxpayer by way of deposit to an account designated by the
taxpayer, in your case, into a personal bank account
On behalf of TPG, I would like to formally apologize for any
trouble or confusion that was caused with receiving your refundOn October 20,
2015, the IRS funded your federal return; fees were deducted to pay your tax
preparation fees and an additional RT feeDue to the account being closed, the
funds were sent to you as a Cashier’s Check to the address on record. On Thursday, November 12, 2015, TPG received
and processed your Indemnity BondTPG issued the cashier’s check on Friday,
November 13, and it was overnighted for your convenienceThe check should
arrive on Monday, November
We hope this satisfies your inquiryIf you have any
questions or concerns, please feel free to contact me at 877***, Monday
through Friday, 7am to 4pm
Respectfully,
*** ***
Compliance Analyst

March 23,
*** ***
*** ** *** *** *** *
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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 March
17,
In your complaint, you stated that when you did not receive
your tax refund, you logged on to TPG’s website and uploaded your
identificationSince then, you did not receive any information about your
refund or when a check will be issued to you
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 incorrect bank account informationIn
these cases, the receiving bank “rejects” the transaction and returns the fund
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 requestTPG
was able to validate your information and released the hold on your accountOn
March 21, 2016, TPG was able to reissue your refund as a Cashier’s Check
Please allow up to days for the 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 concerns,
please feel free to contact me at ***, Monday through Friday, 7am to
4pm
Sincerely,
*** ***
Compliance Analyst

Dear Ms***, This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on March 29, To give you some background information and help you appreciate our role in your complaint, we would like to explain
TPG’s relationship with *** *** Bank (Bank)TPG is a third-party processor for the BankThrough this relationship, *** *** is able to offer tax products which are sold through TPG through independent tax professionals and online tax preparation servicesThe product you have used through TPG, called a “Refund Transfer”, allowed you to pay for your tax preparation fees and RT processing fee directly out of your tax refundThis service is optionalThis saved you the difficulty of paying these fees upfront to the software provider, *** Tax First and foremost, we would like to apologize for your experience with Customer Service at TPGWe take your complaint very seriously and are committed to providing our customers a positive experience with our company According to our records, on February 2, 2018, TPG received your electronic filing record from *** TaxThis means that you used tax software to prepare your own tax return and elected to utilize a Refund Transfer to pay your software feesOn March 13, 2018, your refund was approved by the IRS and payment was made to TPGOn that same date, TPG deducted the fees related to your Refund Transfer and made payment via direct deposit to the account indicated on your RT Application and Agreement On March 13, 2018, your financial institution, *** Bank, blocked the deposit of your tax refund into your *** Bank account and returned the funds to TPGWe apologize for any inconvenience or hardship this has caused you, but you can be assured that neither TPG, nor your tax preparation service, *** Tax, contributed in any way to the decision to block your tax refund from being deposited into your *** Bank account and your refund being returned to the IRS. The decision to return your tax refund was exclusively initiated by *** Bank. *** Bank has flagged your account as an Rfor suspicion of fraud and directed that your refund be returned directly to the IRSDue to laws which govern electronic payments, TPG cannot refuse to honor the instructions of *** Bank or intervene on your behalf. Please reference the detailed client letter mailed to the address on record for details regarding, account information, bank contact and trace numbers On March 14, 2018, TPG began the process to have the funds returned to the Internal Revenue Service (IRS), specifically the RICS/IVO Division of the IRS in Fresno, CAPlease be advised this process can take several weeks for TPG to process back to the IRSOnce we have returned funds to the IRS it can take 10-weeks before they acknowledge receipt and post to your accountIt is recommended that you contact the IRS at 800-829-for further details On April 4, 2018, you called TPG inquiring about the status of your refundTPG explained that funds related to your refund were in process to being returned to the IRSDuring that call, TPG advised that you would be provided tracking information once the funds have been returned TPG is very sorry for any inconvenience you may have experiencedPlease understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients and help limit identity theft and fraudIf you have any questions or concerns, please, do not hesitate to contact TPG directly at 877-908-7228, Monday through Friday, 7:am to 4:pm Respectfully, *** *** Program Operations Analyst