Ugh. That response is unnecessary and unkind. Nobody thinks their refund is the only one out there to be processed. Everyone understands what's going on these days. We accept possible delays. But of course our refunds are important to us! It's reasonable to expect helpful customer service and a timely refund delivery, despite issues. [I would say 2 months is long enough!] Most of us posting here got neither. This forum has been the only source of help and information for many of us.
I hope others stressing about their refund get a resolution soon. I, too, am still waiting. And I hope those stressing about their refund continue to use this forum as a place to vent their stress and seek help and information from others experiencing the same issue. Clearly there is a larger problem than just my refund being delayed.
My short-version experience:
IRS released refund FEB 24.
SBTPG claims to have mailed check MAR 8. In multiple phone calls, I was told to wait 7-10 business days. When it was past that timeframe and I asked what to do next, agents simply repeated to wait 7-10 business days then call back. ?!
I went through an entire customer service process with the USPS. USPS confirmed no check intended for delivery to my address. Repeat: USPS confirmed all mail intended for my address has been delivered. This makes it difficult for me to believe a check was mailed, as claimed.
I requested IBond (to process new check) APR 5. Was told it would be emailed to me same day. It was not.
I filed complaint with BBB.
Called again APR 12 and agent refused to speak to me or send IBond, then hung up on me.
Called again APR 18. Same thing; agent would not help and hung up on me. Called back and spoke to the only 1 agent who has been kind and helpful to me this entire time. He finally emailed IBond. I sent in IBond MAY 3. I am giving SBTPG 2 weeks before I call and check on my refund again.
So here I am more than 2 months into this. 45 business days since MAR 8, when SBTPG claims to have mailed my check (NOT including Saturdays as the agent made a point to tell me, even though mail is delivered on Saturdays). I've been cordial and patient in all my communications with SBTPG. Yet the help and information I've received from them has been disappointing and inadequate, except for that one agent. I've acknowledged directly to them that I understand I'm calling a call center and they are not directly responsible for my refund, but I still am just seeking help and information. When SBTPG insists they mailed my refund MAR 8, then of course I'm going to check in to inquire about what to do when I haven't received it.
In regards to the BBB complaint -- SBTPG agents claimed they could not speak to me because I filed a complaint. The SBTPG customer complaint department responded to the BBB that this was not true, that my complaint was resolved because they mailed my check, AND they offered me an IBond as soon as I notified them I had not received my check. Their answer to my complaint was dishonest! The BBB filed the complaint as "unresolved" and said SBTPG did not adequately address the issue or make a reasonable effort to resolve it. The BBB suggested I file a complaint with the California State Attorney General (because the BBB is not an enforcement agency and could not compel SBTPG to issue my refund). I have yet to do that. But perhaps.... depending on what happens with my IBond.... We'll see.
