Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The *** informed me that they sent my refund to Civista, which is SBTPG, on March 1st, 2023. Prior to the *** phone call, I had attempted to check the status of my refund on both the website and also their phone line. Each time it said it couldn't find my account and on the phone, the automated system kept saying my social security number was invalid and kept disconnecting the call. I finally figured out how to get through to someone on Monday, March 6th And since that time, I have spoken to a total of 7 people with one being a supervisor. The first 2 phone calls ended up with the reps giving me a tracing number because they were absolutely sure that they had sent my refund to my bank on the 24th of February (even though the *** said they didn't send it until March 1st). I contacted my bank twice and even escalated the situation with my bank. Still no record of a deposit to my bank. On the third phone call, I finally got to speak with a supervisor who realized that everyone, including herself, had been reading the wrong information and had been relaying information to me from last year's return. She then informed me that she couldn't find a profile for me and that my tax profile for this year hadn't been transmitted and that I would have to contact my tax preparer and have her transmit my file because without my file, they couldn't do anything (even though the *** sent them my funds). I did as she instructed and contacted my tax preparer, one who I have been going to for over 10 years and paying my fees through SBTPG for over 10 years. She contacted them and they told her what was going on. They had her update software because they claimed that was probably the issue. Still nothing. Still unable to find my file and still unable to tell me about my money since they somehow can't pull up my file and they have said there is nothing that they can do. Oh, yeah and still 7 out of the 8 people I talked to read last year's info even after I informed them of it

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  Dear ***********************,
  
  This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Better Business Bureau on March 8, 2023.
  
  We apologize for your experience in contacting TPG Customer Service. 
  
  Your refund was delayed due to circumstances beyond our control. There are certain circumstances where a refund cannot be delivered to a taxpayer as expected. For example, delayed refunds may be due to technical issues within the service, potential fraud, or past taxpayer debt.  Refunds may also be delayed by taxpayer errors such as incorrect information in the tax return or incorrect disbursement information such as mailing address or bank account. Your record falls into one of these categories.
  
  Therefore, we apologize for the delay while diligently working on a resolution. TPG has confirmed that your refund was returned to the *** on March 3, 2023. (Trace number: 044111196895505)
  
  Please contact the *** at ************ or go to www.irs.gov and provide the trace number for further details or seek assistance from a Taxpayer Advocate in your State. Once TPG releases the funds to the ***, we have no visibility over their status.
  
  Respectfully,
  TPG ********************

  Customer Answer

  Date: 03/20/2023

  
  Better Business Bureau:
  
  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,
  
  ***********************
  
   
  

• Initial Complaint

  Date:03/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Marketing Pro Tax is a third-party service offered through SBTPG to tax professionals and I enrolled on Feb 5, 2023 at a cost of $49.99 per month. I completed an onboarding session with a Marketing Pro ******* on Feb 15 and this was initiated by the company. On Feb 24, 2023 I was charged $499.99 for service since Sept 2022 even though I did not enroll until Feb 2023. This charge was debited from my connected bank account. I made numerous attempts to ***************** Pro Tax and SBTPG; the number for support goes to SBTPG and they claim Marketing Pro Tax is third party and they can't help and they cannot provide a number for them. All my attempts to resolve this issue reach a dead end with every number for MPT routing directly to SBTPG. This appears to be a scam by SBTPG to defraud Tax Preparation companies into paying arbitrary and undisclosed fees for a service they own. As a small business owner, I cannot afford to pay random fees. I would like a refund, cancellation of service, and BBB notice of the unethical practices of these businesses.

  Business Response

  Date: 03/14/2023

  March 14, 2023
  
  
  Dear *************************,
  
  This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Better Business Bureau on March 7, 2023.
  
  You have voiced concerns about fees charged to your account from Marketing Pro Tax; a senior member at TPG has confirmed that $499.99 was remitted back to you on 3/10/2023.
  
  We apologize for your experience in contacting TPG Customer Service.  We appreciate your business.
  
  If you have any questions or concerns, please, do not hesitate to contact TPG directly at ************,Monday through Friday, 7:00 am to 4:00 pm.
  
  Respectfully,
  TPG ********************

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my 2022 taxes through TurboTax. I paid upfront with PayPal. My taxes were sent through about Santa Barbara Tax Products Group and they charged me again for filing my taxes and more for using my refund to pay for services which I did not do. It comes to a total of $160.70 I was charged by them for services I paid for with turbo tax. On Feb 10th they emailed me After searching our database, we are unable to locate your account using the information you have provided.It may take up to 48 hours from the time you filed your tax return for us to receive this information.TPG will not process your refund if either of the following are true:~ you e-filed your tax return for free ~ You paid your fees out of pocket at the time you e-filedThey have made no attempt to settle this even though I provided them with receipts where I payed for my taxes to be filed before they received them and charged me another $160.70 to file them and payed that amount by deducting it from my refund.

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  Dear ***********************,
  
  This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Better Business Bureau on February 12, 2023.
  
  In good faith, to show you that we appreciate your business, TPG has issued you a one-time courtesy refund of the ** fee of $39.00.  We hope this helps alleviate any of the issues you have faced.

  
  For issues regarding fees for your tax preparation, you will need to contact Turbo Tax directly.
  

  For questions about prior year tax filings, you should contact ** at TPG-CSsupport@ greendotcorp.com, and their request will be routed to the appropriate department.
  
  Respectfully,
  TPG Complaint Department

• Initial Complaint

  Date:02/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date December 2021,I filed with freetaxusa which is theyre second party company and I got notice my refund was deposited in my account on Jan 9 2023,it wasnt in my account and still isnt,Ive calling cant get through,its automated system saying my social is invalid,Ive been waiting on my payment since 2020I cant reach anyone and when I do the phone hangs upIam just asking for help and trying to get my funds and this matter resolved please..Ive read a lot of bad reviews already about this company and they hold customers funds so please help me with this

  Business Response

  Date: 02/16/2023

  February 16, 2023
  
  
  Dear *************************,
  
  This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through the Better Business Bureau on February 10, 2023.
  
  According to our records, on March 17, 2021, TPG received your electronic submittal through the online do-it-yourself software provider, TaxHawk.com. TPG received the refund for your 2020 tax return from the *** on February 8, 2023.
  
  Due to your tax filing year being a prior year, your funds were returned to the *** on February 8, 2023, with the trace number ***************. Please contact the *** at ************ or go to www.irs.gov and provide the trace number for further details or seek assistance from a Taxpayer Advocate in your State. Once TPG releases the funds to the ***, we have no visibility over their status.
  
  For questions about prior year tax filings, please contact us at TPG-CSsupport@ greendotcorp.com, and their request will be routed to the appropriate department.   
  
  Respectfully,

  
  TPG Complaint Department
  

  
  

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my tax refund through TurboTax and it was accepted by the *** on 2/11/22. I didnt receive my refund within the normal 4 weeks so on week 6, I called TurboTax and my bank to find out that SBTPG is the reason why my refund is taking so long. I call them, get told its IT issues and to call in 2 weeks. So, I do, and get the same story. Then, I call a week later and the options have changed so that you cant input your phone number to wait in line and be called back later. So on 3 separate occasions, I called and was on hold for hours on end. I decide to call as soon as they open, I finally reach someone and she tells me theres nothing she can do. I call again, get the same lady, and again, nothing she can do. I call again on 10/18/22 and speak with ***** (employee ID *****. She tells me she doesnt understand why I dont have my refund and has escalated my case. (Dont know why anyone else couldnt do that). I then go to call to check because I have not heard anything and now, they are giving their hours of operation (7am-2pm PST) and I have called all day and they are closed. This is absolutely unacceptable as I still have no received my tax refund and will no longer be working with Turbo Tax or any of its affiliates. Alls to say, I have done everything possible. I have even called the secretary of treasury to check if I had any possible outstanding payments I didnt know about. All good. I have made an account with the *** and have not received anything in my mail or online for any type of action on my part. I have covered all of my bases and have never had this issue ever before. I even checked my routing and checking number with 3 different people and everything is correct.

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my tax return in February 2021 with online tax service. I have a refund of $2700. The irs sent my refund to my bank but my account closed due to fraud. Tac product group has my refund and is to take out there payment and send me my refund. In error an old address was On record with the tax service. They told me the check would be sent to old address but was not sent. I am requesting for them to send to my new address as I have moved and they are refusing telling me they are sending my money back to the irs and it will take 4 weeks than another 10 weeks for the irs to send it to me. As a single month Dr I am in need of this money. Please help me get my refund sent to my address **************************************************************. I cant wait another 16 weeks.

• Initial Complaint

  Date:10/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of 2022 I filed my tax return with TurboTax, in March of 2022 the *** said it had been paid but I did not have it. For months I tried to lock it with little to no help from the *** and found that it had been paid to a bank and account that I am not affiliated with through TurboTax, it went to Santa Barbara TPG bank. In may I found that TPG had my refund, initially there was $30 missing and in accounted for. I tried to reach them for weeks by calling and opening a case through the TPG website. I spoke to one person on the phone that said my refund was being held indefinitely and they had to answers for the missing money. I opened a case through their website explaining the problem of the balance, and I by it was being held indefinitely. I waited weeks for a response and out of nowhere another $30 was taken, so now $60 unaccounted for and the case was closed. They received my refund immediately in March and have been holding my refund hostage ever since.

• Initial Complaint

  Date:10/12/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed a complaint through here in June. Was told on July 25th that my refund would be sent back to the irs. I called today October 12 and they are still holding my refund. I have reached out to my aunt who is a lawyer in ************* and we will be pursuing legal action. Im my name is ******************************* and I have been patient for long enough.

  Business Response

  Date: 11/14/2022

  November 9, 2022
  
  Dear *******************************,

  This letter is in response to the complaint filed against Santa Barbara Tax Products Group (TPG) through
  the Better Business Bureau on October 13, 2022.

  TPG offers taxpayers an optional tax-refund transfer service through a network of tax preparation
  franchises, independent tax professionals, and online tax preparation providers. The refund transfer
  service (the ** Service) is offered and administered by Santa Barbara Tax Products Group, LLC, with
  ************ providing banking services for the ** Service. The ** Service allows taxpayers to pay their tax
  preparation fees from their federal or state tax refund rather than paying their tax preparation fees at the
  time of filing. With the ** Service, taxpayers authorize a temporary non-interest-bearing deposit account
  to be opened in the taxpayers name at ************ to receive a direct deposit of the taxpayers federal
  and/or state tax refund from the *** or state tax authority. The ************ account is opened when
  ************ receives the taxpayers federal or state tax refund. When ************ receives the federal or
  state tax refund (whichever arrives first), TPG makes deductions from the tax refund to pay the tax
  preparation fees and associated upfront fees. ************ disburses the refund balance to the taxpayer
  pursuant to the taxpayers instruction. You electronically agreed to these terms and conditions through
  your ** Service Agreement.

  According to our records, on February 26, 2021, TPG received your electronic submittal through the online
  do-it-yourself software provider, TurboTax.com. This means that the option to utilize a Refund Transfer
  to pay the software fees was elected in lieu of paying via credit card at the time of filing. When TPG
  received your refund from the *** on May 3, 2022, it was deposited into a temporary, non-interest-bearing
  account; we deducted the fees for the tax preparation and deposited the remaining balance to the
  account you designated at the time of filing (Routing Number: *********, Account Number:
  **********). You may reference the Disbursement Methods section 7 of your Refund Transfer
  Agreement to confirm the account information you submitted.

  Unfortunately, your financial institution, ***** *********** rejected the funds, declared the account an
  R02/Account Closed, and returned your funds to TPG. Therefore, TPG began the process to make a
  second attempt to disburse funds. Please keep in mind if a taxpayer enters a bank account that will not
  accept the refund deposit, the transaction is rejected by the receiving bank. Once TPG received the
  rejected refund, TPG made another attempt to disburse funds to you via a Cashiers Check mailed to your
  address on record (***************************************************** 94025).

  On June 7, 2022, the check number: ******** was returned as undeliverable. After multiple failed
  attempts, TPG cannot disburse the refund to you successfully. TPG will not process any address or account
  changes to disburse your tax refund due to the risk of fraudulent diversion of tax refunds. The refund will
  need to be returned to the ***.
  
  TPG will process your tax return with the next batch of items approved to be wired to the ***, which may
  take up to sixteen weeks or longer. Once the *** approves your funds to be returned, they will provide
  TPG with an *** lead number. TPG will forward the lead number to your email address,
  **************************. You may contact the *** directly at ************ and provide the lead
  number to check the status of your refund or go to www.irs.gov for further details or seek assistance from
  a Taxpayer Advocate in your State.

  If you have any further 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,
  TPG Complaint Department

• Initial Complaint

  Date:10/10/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used TurboTax to file my taxes on 2/13/2022 and they have yet to give me my taxes. I contacted the *** and had two traces conducted and they confirmed that they had no response. I got in contact with some representatives via email May 17th that who stated that my check would be sent out twice and they never provided me with details of the payment information once it was redelivered. I contacted them again on June 15, via email no response and called for a week straight no response. I spoke to a representative via phone on September 15th, and they confirmed the check was returned to them on September 9th, 2022. I spoke with the *** to update my address and to place another trace on the funds on September 15th and thats when I got notified that they did not respond to the *** request either. I called again today October 10, 2022 to check on the status and now they are stating they havent received the check yet. The Managers are never available.

• Initial Complaint

  Date:10/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my taxes with freetaxusa and while waiting on the return to be processed my bank account closed so I waited 5wks because I was told that it would go back to the irs but that has not happened yet . I have been fighting with them since april after i had waited five weeks already only for them to tell me it would take 90 days before it would be sent out so we waited 90 days then *************************** told me that she had sent the check back so the i was calling the irs everyday I put a trace on the refund and still nothing eight months later.. it's almost time for taxes again...when I call the bank they hang up on and talk crazy..and they have and account in my name which i did not authorize when I questioned this they lied and said the system was updating it self.. ut why do they even have account with that bank with my name on it...I did not authorize it..i cant find any corporate office number or nobody over these people and over this company...i still have no refund and it oct already.. i have emails where *************************** lied and said the irs had the refund straight out lies...