Santa Barbara Tax Products Group

March 14, 2016
 
[redacted]
 
Dear Mr. [redacted],
This is in response to your complaint filed against Santa
Barbara Tax Products Group (TPG) through the Revdex.com on March 1,
2016.
As a risk control,...

rejected transactions are placed on hold
until TPG can verify the taxpayer’s identity, at which time a Cashier’s Check
is issued.  On February 20, 2016, TPG was
able to verify your information and released the hold on the account.  The refund was reissued as a Cashier’s
Check. 
You called TPG and claimed that you did not receive the
check due to an incorrect address.  TPG
requested that you file an Indemnity Bond to stop payment on the original Cashier’s
Check and to authorize us to send a new check to the correct address. You
submitted the Indemnity Bond, but TPG could not validate the notary used on the
form.  They are not a valid notary in the
state of Maryland.   
We have called and left you messages regarding the notary issue.
Please ensure that you go to a legitimate notary, banks usually have this
service available to its clients, and have them fill out the form.  Submit the form back to TPG to validate.   
If you have any questions or concerns please feel free to
call us back at [redacted], and ask for [redacted] in the Compliance
Department.
 Sincerely,
[redacted]
Compliance Analyst

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dear Santa Barbara Tax Product Group I do not except your apology , you can keep it I don't want it! I will gladly accept a full refund for the RT fee as well as the state fees that were charged from my tax refund. From Feb 7th- Feb 28th 2017 I received absolutely zero emails in my regular inbox as well as my spam/junk mail from [redacted] stating that my account had been placed on hold due to activity linked to fraud. If I had never did research into contacting [redacted] and the IRS that in which both pointed in the direction [redacted] , then I would have never been notified of this issue and my refund would have been sent back to the IRS further delaying my refund being sent to me. Your company has all of my information on file including my full name, address , email address phone number and it was no excuse for me to not be contacted in a timely manner. To whomever is charge of the [redacted] you need to take drastic measures in improving your customer relations because the service tactics that are being deployed is running your business into the ground! If you take a look at the number of complaints here on the Revdex.com this company has a 97% in negative reviews and 3 % Neutral with 0% in positive reviews. Even a blind man can see that this company is failing pile of garbage! As of today on March 3rd 2017 I finally received some type of communication in a email from you [redacted] informing me that my account has been taken off of hold and I also received a phone call as well but it took almost a month for you to do your job properly. As of today on March 3rd 2017 my tax refund has still not been direct deposited into my checking account that I had selected on Feb 7th 2017 to have my refund sent to me. I was told to wait 2 -3 business days to see the refund post to my account. If I do not see my tax refund posted to my checking account on March 7th 2017 you will be hearing from my attorney by March 10th 2017. Please beware that I have contacted the Consumer Financial Protection Bureau (C.F.P.B) due to this financial inconvenience as well as you states local Attorney Generals office to look into your companies business practices.
Regards, [redacted] L [redacted]   
[redacted]

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Dates do not coincide with Bank information on rejected return, bank advised that they reject funds on 2/23/2017 not March 1, 2017.  This puts my refund almost two months in arrears, I understand this is partially my fault however, TPG is known to delay returns of funds, I am now pushing over 2 months since filing.  I find it odd that the funds were suddenly returned on 4/10/2017. Every interaction could not provide me with any information as to when the funds would be returned. I would like some form of verification that my funds have been returned to the IRS]
Regards,
[redacted]

Dear [redacted],   This letter is in response to your complaint filed against Santa Barbara Tax Products Group (TPG) through the Revdex.com on February 24, 2017. In the complaint received, you state when the IRS approved your refund, $4398 was to be deposited in your checking...

account. However, after only receiving $3,332 you called your bank and were told TPG made this deposit, not the IRS. Furthermore, you do not have an account or contract with TPG and they did not have consent to take any fees out of your return. TPG owes you $656 and you have documentation to prove so. To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted]. TPG, on behalf of [redacted] (Bank), offers tax related financial products through a network of independent tax professionals and online tax preparation providers. These products provide the taxpayer a method of having their tax preparation fees deducted from their tax refund without paying any upfront fees. When your taxes were prepared through the offices of [redacted], you chose a Refund Transfer (RT) product. When the taxpayer selects an RT, they direct the IRS to deposit their tax refund into a temporary account at the Bank. When the Bank receives the IRS refund, the Bank makes deductions from the refund to pay the tax preparation fees and Bank fee. The balance of the refund is then disbursed to the taxpayer by way of deposit to an account designated by the taxpayer. According to our records, on January 29, 2017, TPG received your electronic filing record from [redacted]. This means that you used a tax professional to prepare your tax return and elected to utilize a “Refund Transfer” (RT) to pay for your tax preparation fees. 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 obligations. Offsets 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 checks. Refund 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 offset. If 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 offset. FMS sends taxpayers offset notices if it applies any part of their refund to non-tax debts. Taxpayers 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 offsets. If taxpayers need further clarification, they may call the Treasury Offset Program Call Center at ([redacted]-[redacted].  To keep you informed about the status of your refund payment, please use the following tools, which are updated in real time: •             Please utilize the “Where’s My Refund” tool at the IRS to check on the status of your refund - https://www.irs.gov/refunds including any notices of refund reductions. •             Please log into your TPG account on our website to get up-to-date information about your Refund Transfer filing.  Additional information is available through our help center and automated phone center. On February 22, 2017, TPG received payment from FMS. On that same day, a deduction for the TPG Refund Transfer fee and [redacted]’ tax preparation fee were made. TPG then made a payment to the account indicated on your tax return. Please refer to the detailed client letter mailed to the address on file for the payment details. The RT paperwork provided will establish that our fees and references to the Bank were adequately disclosed to you prior to the transmission of your tax return by your tax preparer and as required by banking regulations.  The taxpayer signs this application and disclosure document before the refund product is offered. TPG provided the service which we were contracted to provide in deducting the applicable fees and making payment to the tax preparer which you directed on the agreement.  We hope this clarifies any questions you may have related to your refund and fees. If you have any questions or concerns, please do not hesitate to contact TPG directly at [redacted], Monday through Friday, 7:00 am to 4:00 pm. Sincerely,   [redacted] Compliance Analyst

March 10,
2016
[redacted] 
Dear Ms.
[redacted],This letter is in
response to the complaint filed by the above referenced consumer with the RevDex.com against Santa Barbara Tax Products Group (TPG). Upon review of your...

record, an RT was chosen when your
taxes were prepared through Turbo Tax. On February 2, 2016 the IRS funded the federal return; fees were deducted to pay
the Turbo Tax user fees and an additional Bank processing fee for the RT. The
balance was deposited to the account instructed on the [redacted] Refund
Processing Agreement. Your financial institution rejected the funds because they
were unable to locate the specified account. You may contact the ACH Department for your
financial institution at [redacted] and provide them trace #: [redacted],
disbursement date and amount for further details regarding the rejection of
funds. 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 March 2, 2016, the refund was reissued as a
Cashier’s Check. Please allow 7 business days for the check to be delivered to
the address on record. No interest is earned on your deposit and your deposit
is not being used by any financial institution during the processing of your
refund.TPG is sorry for
any inconvenience that you may have experienced. If you have any questions or concerns, please
do not hesitate to contact me at [redacted],
Monday through Friday 7:00 am to 3:00 pm.
 Respectfully,
[redacted]
Compliance Analyst

May 6, 2016 [redacted]   Dear Jonah [redacted], We are writing in response to your complaint filed against Santa Barbra Tax Products Group (TGP) on April 28, 2016. Your complaint stated that you filed your taxes through [redacted] Tax and...

elected to have the fees deducted from your refund.  Santa Barbara Tax Products Group (TPG) deducts these fees for you. On April 15, 2016, TPG informed you that your refund was on hold due to suspicious activity.  TPG did not define why your refund was on hold but provided you instructions to release the hold. To release your account hold, you submitted identification to TPG on 04/16/2016.  You were told it would take 7 days to release the hold. Your account is still on hold as of 04/28/2016 and you are unable to reach a supervisor at TPG.  You are unhappy with the service provided. To address your complaint while still protecting your identity, we have written you a detailed letter with specific information related to your account. Our letter outlines the timeline of events and referenced specific dollar amounts. To 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 April 5, 2016, TPG received your electronic filing record from [redacted] Tax. 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 fees. TPG received the data file and no monies were transferred. On April 12, 2016, your refund was approved by the IRS and payment was made to TPG. Due to certain fraud filters your transaction was placed on risk hold in a non-interest bearing account for additional verification.  Please understand that we are unable to tell you the specific reason for the risk hold but need to have processes in place to protect our customer accounts.  The account hold was placed on April 12, 2016 (the same day payment was received from the IRS).  You were sent an email to the address on file with instructions for how to verify your account. On April 16, 2016, you submitted your unexpired government issued ID to TPG for verification.  You were told that it takes up to nine (9) business days for TPG to review your documentation.  Unfortunately, due to upload error, TPG did not receive your documentation.  You called TPG to inquire about the status of your refund on 04/27/2016.  Your account was immediately escalated to the Risk Department.  As a courtesy to you, TPG risk analysts manually reviewed your account rather than asking you to re-upload your identification.  Your tax refund was paid to the account on file on April 29, 2016. Please understand that with the heightened fraud in the tax industry, we are required to set up processes to protect our clients from identity theft. We understand your frustration and apologize for any inconvenience that you may have experienced. Sincerely, [redacted], Compliance Analyst

March 10,
[redacted]
[redacted]
class="MsoNormal" "margin-bottom:0in;margin-bottom:.0001pt">[redacted]
[redacted]
Dear Ms
[redacted],
This letter is in
response to the complaint filed by the above referenced consumer with the RevDex.com against Santa Barbara Tax Products Group (TPG).
Upon review of your record, an RT was chosen when your
taxes were prepared through Turbo TaxOn February 2, 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 [redacted] Refund
Processing AgreementYour financial institution rejected the funds because they
were unable to locate the specified accountYou may contact the ACH Department for your
financial institution at [redacted] and provide them trace #: [redacted],
disbursement date and amount for further details regarding the rejection of
fundsPlease note, as a risk control, rejected transactions are placed on hold
until TPG can verify the taxpayer's identity, at which time a Cashier's Check
is issuedOn March 2, 2016, the refund was reissued as a
Cashier's CheckPlease allow business days for the check to be delivered to
the address on recordNo interest is earned on your deposit and your deposit
is not being used by any financial institution during the processing of your
refundTPG is sorry for
any inconvenience that you may have experiencedIf you have any questions or concerns, please
do not hesitate to contact me at [redacted],
Monday through Friday 7:am to 3:pm
Respectfully,
[redacted]
Compliance Analyst

February 24, 2016 
[redacted]
Dear [redacted],
This is in response to your complaint against Santa Barbara
Tax Products Group (TPG) through the Revdex.com on February 16,
2016.
Your complaint stated you entered the...

wrong account
information while filing your taxes with [redacted]. Upon realizing this, you
tried calling TPG to correct your initial mistake.
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 the incorrect bank information or
the account is closed. In these cases the receiving bank “rejects” the
transaction and returns the funds to the sender, in this case, TPG. Once TPG
receives the rejected refund, the company has the option of making another
attempt of sending it to the customer.
Upon review of your record, you have already taken the
necessary steps to verify your account information with TPG. TPG was able to release
the hold on your account. Your refund check was issued on February 17. Please
allow up to 7 days for your check to be delivered to your address on record.
If you have any questions or concerns, please feel free to
contact me at [redacted], Monday through Friday, 7am to 4pm.
Sincerely,
[redacted]
Compliance Analyst

March 31, 2016[redacted]Dear Ms[redacted]
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[redacted] to confirm delivery of funds.  It is recommended
that you contact the IRS at 800-829-0922 for further details. You may also log
onto IRS.gov to seek assistance from a Taxpayer Advocate in your State. Sincerely,Melissa GainesCompliance Analyst

Dear Ms. [redacted],This letter is in response to a complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on March 1, 2018.In the complaint, you state there are issues regarding the fees deducted from your refund. You were unaware of TPG’s involvement and did...

not authorize them to collect a fee of $39.90. To resolve this issue, you would like TPG to refund the $39.90.To give you some background information and help you appreciate our role in your complaint, we would like to explain TPG’s relationship with [redacted] Bank (Bank). TPG is a third-party processor for the Bank. Through this relationship, [redacted] is able to offer tax products which are sold through TPG through independent tax professionals and online tax preparation services. The 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 refund. This service is optional. This saved you the difficulty of paying these fees upfront to the software provider.According to our records, on February 19, 2018, TPG received your electronic filing record from [redacted]. 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 and RT processing fees. On February 26, 2018, your refund was approved by the IRS and payment was made to TPG in the amount of $178.00. On that same date, TPG deducted the software tax preparation fee of $44.90, the RT processing fee of $39.95 and deposited the remaining balance of $93.15 to the bank account indicated on your tax return.The SAMPLE screen shots and RT paperwork, enclosed the letter mailed to the address on record, will establish that our fees and references to the Bank are adequately displayed throughout the [redacted] website as required by banking regulations. The fees are noted in two separate sections: on the RT application and the RT fee disclosure. You electronically signed this application and disclosure document before the refund product is transmitted. Therefore, you agreed to these governing terms and conditions through the software application.TPG has provided the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreement; therefore, we must deny your request for your fee reimbursement.If you have any other questions or concerns, please feel free to contact TPG at 877-908-7228, Monday through Friday between 7:00am to 4:00pm (PST). Respectfully, [redacted]Program Operations Analyst

Dear Mr. [redacted],   This letter is in response to the complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on April 16, 2018.   You have voiced concerns over TPG holding your funds, and while we understand your frustration with the process, we hope you can understand that with the heightened fraud in the tax industry, TPG is required to set up processes to protect our clients and help limit identity theft. As explained previously, March 26, 2018, TPG sent an email notification to inform you of the hold placed on your account. TPG apologizes if you did not receive this email. It is suggested for you to check your spam mailbox in the event you may have filters placed on incoming mail. Please keep in mind, this notification was sent 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 delays. Unfortunately, TPG did not receive your identification prior to the IRS funding your account. On April 10, 2018, your refund was approved by the IRS and TPG received payment related to your 2017 federal refund. On that same date, TPG deducted the software fee ($24.99), RT fee ($39.99) related to the Refund Transfer and the balance ($49,399.02) remained on hold in a non-interest-bearing account for ID verification.   Since April 17, 2018, you have attempted to submit ID verification, but unfortunately, TPG was not able to validate and authenticate the documentation received and you were asked to resubmit. On April 20, 2018, as a courtesy, your case was escalated to TPG’s Risk Department to conduct a manual review. At that time, TPG was able to validate your identity, released the account hold and deposited the funds related to your return in the amount of $49,399.02 to the bank account you designated on your tax return. Please reference the detailed client letter mailed to the address on records for information regarding account numbers and tracking.   TPG has provided the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreement. The SAMPLE screen shots and RT paperwork mailed to the address on record will establish that our fees and references to the Bank are adequately displayed throughout the Turbo Tax website as required by banking regulations. Additionally, we have included a copy of your Refund Transfer Application and Agreement, provided by Turbo Tax, for review. Please reference sections 1, 3, 4 and 6 for the disclosure of the RT Processing fee. You electronically agreed to these governing terms and conditions through the software application,   therefore we must deny the reimbursement of the RT in the amount of $39.99. Furthermore, TPG has no authority to reimburse fees charged by the software provider. You will need to contact Turbo Tax directly for fees associated with your tax preparation.   If you have any questions or concerns, please, do not hesitate to contact TPG directly at 877-908-7228, Monday through Friday, 7:00 am to 4:00 pm.   Respectfully,   [redacted] Program Operations Analyst

Dear [redacted],   This letter is in response to the complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on April 24, 2018.   To give you some background information and help you appreciate our role in your complaint, we would like to...

explain TPG’s relationship with [redacted] Bank (Bank). TPG is a third-party processor for the Bank. Through this relationship, [redacted] can offer tax products which are sold through TPG through independent tax professionals and online tax preparation services. The 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 refund. This service is optional. This saved you the difficulty of paying these fees upfront to the software provider.   First and foremost, we would like to apologize for your experience with TPG Customer Service. We take this complaint very seriously and are committed to providing you a positive experience with our company.    To address your complaint, we have listed the timeline of events below: According to our records, on January 30, 2018, TPG received your electronic filing record from Turbo Tax. This 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 fee. On March 20, 2018, your refund was approved by the IRS and payment was made to TPG. On that same date, TPG deducted the fees related to your Refund Transfer and made payment via direct deposit to the account you designated on your return. On March 22, 2018, your financial institution rejected the funds and declared the account an R03 No Account / Unable to Locate Account, and the funds were returned to TPG. It is suggested for you to contact the ACH Department for [redacted] at 866-271-[redacted] for further details regarding this rejection and provide them the following trace number, [redacted].When a taxpayer enters a bank account that does not accept the refund deposit, the transaction is rejected by the receiving bank. Once the bank returns the rejected refund to TPG, TPG makes another attempt to disburse funds to the customer by mailing a Cashier’s Check to the customer’s address of record. We feel that this is a better option for our customers rather than rejecting the funds back to the IRS. You may also reference the RT Application and Agreement for these terms.  On March 22, 2018, TPG made a second attempt to disburse funds related to your return via a Cashier’s Check mailed to the address on record. However, on April 3, 2018, you called TPG and  requested to place a stop payment on your check and have the funds returned to the IRS since you were unable to cash it due to an address change. Therefore, TPG began the process to return funds associated with your tax return filing back to the Internal Revenue Service, specifically the RICS/IVO Division of the IRS in Fresno, CA. Please keep in mind this process can take 2-4 weeks. On April 25, 2018, TPG returned funds related to your refund to the IRS. Please note that this process can take 10-12 weeks before the IRS acknowledges receipt and posts to your account. It is suggested for you to contact the IRS directly at 800-829-1040 for further details.   We understand your frustration and apologize for any inconvenience that you may have experience. Please 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, do not hesitate to contact TPG directly at 877-908-7228, Monday through Friday, 7:00 am to 4:00 pm.     Respectfully,       [redacted] Program Operations Analyst

Dear Mr. [redacted],   This letter is in response to the rebuttal complaint filed through the Revdex.com against Santa Barbara Tax Products Group (TPG) on March 29, 2018.   TPG understands your frustration regarding the receipt of your 2017 Federal Tax Refund. However, TPG has provided the service which we were contracted to provide in deducting the applicable fees and depositing the funds into the account which you directed on the online agreement.   Unfortunately, the account information you provided to have your funds deposited at the time of filing was inaccurate. As a second attempt, TPG disbursed funds related to your return via a Cashier’s Check mailed to the address on record. However, that check was returned as undeliverable. Following that, as a courtesy, TPG made a final attempt in offering an Indemnity Bond which would place a stop payment on the lost/stolen Cashier’s Check and issue a replacement check. At that time, you decided not to proceed with the Indemnity Bond and requested TPG to return your funds to the IRS.   We realize this letter is not the answer you were hoping for, but per your request, on March 21, 2018, TPG began the process to have your funds returned to the Internal Revenue Service (IRS), specifically the RICS/IVO Division of the IRS in Fresno, CA. As a courtesy, TPG will expedite the process to have your funds returned to the IRS via Check. Once the check has been issued, TPG will provide you with a check copy and tracking information to the email address on record.   If you have any questions or concerns, please, do not hesitate to contact TPG directly at 877-908-7228, Monday through Friday, 7:00 am to 4:00 pm.   Respectfully,     [redacted] Program Operations Analyst

[redacted] [redacted]
"Arial","sans-serif"">
RE: Case [redacted]
Dear
[redacted],
This
email is in response to the complaint filed against Santa Barbara Tax Products
Group to the Revdex.com on February 22, regarding service
issues
We
realize that you personal confidential information has been compromised and
your tax refund, in effect, has been stolen. Be assured that the [redacted] has
a process available to provide restitution for taxpayers who have had their
identity compromised and their refund stolen. We will help you as a
victim get restitution from the [redacted]. Unfortunately this process will take
some time and restitution won't be immediate. We will supply some forms
and information to help you initiate the process. Additionally, you
should take measures to enhance the security of your confidential personal
information in all areas. We have performed analytics and are confident
that this breach did not occur at TPG or your online tax provider and
unfortunately it is likely that the breach occurred through one of the large
national data breaches that has been publicized in the past 12months or through
a phishing scheme directed to one of your personal devices
We
are working with you to help you resolve this issue in a more timely manner. [redacted] with our office has contacted you
with a suggestion that we believe will resolve your issue completely. If you are not satisfied with Mr[redacted]'s
suggestion, please let us know.
As
a victim of identity theft, you should take immediate steps to protect your
personal information
File a report with the local policeFile a complaint with the [redacted] or the [redacted] at [redacted] or TTY [redacted]Contact one of the three major credit bureaus to place a ‘fraud
alert' on your credit records:
[redacted], [redacted]
[redacted], [redacted]
[redacted], [redacted]
Close any accounts opened without your permission or tampered
with It is recommended you take
these additional steps:
Respond immediately to any [redacted] notice; call the number providedComplete [redacted], [redacted]Use a fill-able
form at [redacted], 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 paperIf you previously contacted the [redacted] and did not have a
resolution, contact the [redacted] at [redacted]
Respectfully,
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.The issue was resolved however, the response is vague and misleading. They did not send my check immediately after verification nor did they verify in the 48hrs. I had to call several times to have it approved.
Regards,
[redacted]

[redacted]
"margin: 0in 0in 0pt; text-align: justify;">[redacted]
RE: Case
[redacted]
Dear [redacted],
This is in response to the complaint filed
against Santa Barbara Tax Products Group to the Revdex.com on
February 19, regarding funds never received
Upon review of your record, a Refund Transfer
(RT) was chosen when your taxes were prepared through [redacted]On
February 6, the [redacted] funded your federal return; fees were deducted to pay
your [redacted] user feesThe balance was deposited to the account
instructed on [redacted] Refund Processing AgreementYour
Bank rejected the funds and declared the account an R"No account/Unable to
locate account"The funds were returned to [redacted] on February 10, 2015. 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. [redacted] issued a Cashier's Check on February 23,
and mailed to the address on recordPlease allow business days for
receipt of your check
Please feel free to contact me at
[redacted], Monday through Friday am to pm if you have any further
concerns or questions regarding this complaint
Respectfully,
[redacted]

February 24, 2016
[redacted]
Dear Ms. [redacted],
This is in response to your complaint against
Santa Barbara Tax Products Group (TPG) through the Revdex.com on
February 16, 2016.
In your complaint, you stated that...

your account
was on hold after you opted for an [redacted]. After
contacting TPG, you were unable to receive the information you needed regarding
the whereabouts of your refund.
Upon review of your account, your account was
placed on hold because the account information you entered was invalid. On February
9, 2016 the IRS funded your federal
return; fees were deducted to pay your [redacted] user fees and an
additional Bank processing fee for the RT. The balance was deposited to the
account instructed on the [redacted] Refund Processing Agreement. Your
financial institution rejected the funds and declared the account as an R03/“No
Account/Unable to locate account”.  You
may contact your financial institution and provide them with trace number:
[redacted], date of deposit and amount
for further details regarding the rejection of funds. TPG confirmed the
attempted deposit and rejection with [redacted] at [redacted] ext.
[redacted] The funds were returned to TPG on February 11, 2016.
TPG was able to verify your information allowing
TPG to take the hold off your account. Your check has been processed on
February 20. Please allow up to 7 days for the check to reach your address on
file.
Please note there is no interest is earned on your
deposit and your deposit is not being used by any financial institution during
the processing of your refund.
If you have any questions or concerns, please feel
free to call me at [redacted], Monday through Friday, 7am to 4pm.
Sincerely,
[redacted]
Compliance Analyst

[redacted]
"margin: 0in 0in 0pt; text-indent: 31.5pt; -ms-text-autospace:">
[redacted]
RE: Case
[redacted]
Dear [redacted],
This is in response to the complaint
filed against Santa Barbara Tax Products Group to the Revdex.com on
February 21, regardingcustomer service issues
Upon review of your record, a Refund
Transfer (RT) was chosen when your taxes were prepared through Turbo TaxOn
February 18, the IRS funded your federal return; fees were deducted to pay
your Turbo Tax user feesThe balance was deposited to the account instructed
on the Sunrise Banks, N.ARefund Processing AgreementYour Bank rejected the
funds and declared the account an R"Invalid Account Number"The funds were
returned to TPG on February 19, 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 as an ACH direct
deposit on February 23,
Thank you for bringing this matter to
our attention. We apologize for the
inconvenience this has caused you and the manner in which your inquiry was
handled by our Customer Service agents.
Be assured that our team was made aware of the issue and addressed
it. TPG is solely a third party
processor, no interest is earned on your deposit and your deposit was not being
used by any financial institution during the processing of your refund.
Please feel free to contact me at
[redacted], Monday through Friday am to pm if you have any further
concerns or questions regarding this complaint
Respectfully,
[redacted]
Compliance Analyst

[redacted]
"">[redacted]
Ave
[redacted] OH [redacted]
Re: Case [redacted]
May 21,
Dear [redacted],
This is in response to the
complaint filed against Santa Barbara Tax Products Group (TPG) to the RevDex.com of San Diego on May 19, regarding service issues
Upon review of your record, a Refund Transfer (RT) was
chosen when your taxes were prepared through Turbo TaxOn February 10,
the IRS funded your federal return; fees were deducted to pay your Turbo Tax
user fees and an additional bank deposit product feeThe balance was deposited
to the account instructed on The Citizens Banking Company Refund Processing
AgreementYour Bank rejected the funds and declared the account an R"Account
Closed"The funds were
returned to TPG on February 13,
TPG notifies the customer,
through e-mail, at the time of funding, that the refund has been received and
will be deposited into the bank account.
The customer is given the TPG website and phone contact information if
they have any questions or concernsTPG 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. Customers may utilize the TPG website to
change their account information.
However, no attempt was ever
made relating to your account
In regards to fees, TPG charges a commercially reasonable
processing fee to cover the expenses associated with reprocessing these items
Most banks typically charge between $and $for return item feesIn this
case, you were charged a $reprocessing fee for the rejection of funds and
an additional legal processing fee of $to return funds back to the IRSNo
interest is earned on your deposit and your deposit is not being used by any
financial institution during the processing of your refundThis process along
with the associated fees is disclosed in different sections of the Turbo Tax
Refund Transfer application
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 Fresno, on March The
funds were sent back electronically via the FMS ACH Credit Gateway process
Please allow approximately 10-weeks from the date for the IRS to acknowledge
receipt of fundsIt is recommended that you contact the IRS at [redacted]
for further details
Please feel free to contact me at [redacted], Monday through
Friday am to pm, if you have any further questions or concerns regarding
this complaint
Respectfully,
[redacted]
Compliance
Analyst