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Level 3

Question

Issue with SBTPG

Forum|Forum|4 years ago
February 25, 2022
5 replies
22 views

SBTPG has been “funded” with my refund for days. It says it was sent to my bank 2 days ago. I called my bank and they have absolutely no record of the deposit and no incoming deposits. Our bank needs the 15 digit trace ID from SBTPG as they think there’s a much larger problem involving an issue on SBTPG’s end. We should have received the refund by now. We have tried calling SBTPG at various numbers over 20+ times today and have yet to reach a person. We called a TT rep and she didn’t know what SBTPG is. Can someone please, please help us. We need info on this or we need a direct number for someone at SBTPG to help us.

CarissaM

Level 15

You can contact them by phone by using the phone number located here.

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0Kathryn0Author

Level 3

Hi, thanks for the info but all the numbers on their site don’t work. We’ve called that number over a dozen times. We wait on hold for about 10 minutes and then the system hangs up the call.

HeatherPLO

Level 14

Please reach out to them via email at the link here: https://help.sbtpg.com/hc/en-us/articles/360000559191-How-to-login-to-the-TPG-website.

You will scroll down and click submit a request.

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CarissaM

Level 15

They are having extremely busy times currently. You may need to try contacting them at different times of day.

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longhorn8847

Level 4

I am waiting for someone for 2.5 hrs now so yes I am aware of it. This is plain outrageous that Turbo Tax is partnering with a company that has poor customer service. I am making sure that nobody files tax with Turbo Tax in the future.

Mozzy_1

Level 2

Did you get any progress, or your refund?

SForrestLO

Level 11

Please see this link to contact SBTPG.

https://help.sbtpg.com/hc/en-us/articles/230084587-Contact-Information

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0Kathryn0Author

Level 3

We’ve all tried their contact information. It doesn’t work. Minimum hold time is 2 to 4 hours. And that’s if you don’t get hung up on before that and have to restart the entire process. They absolutely do not reply to email or tickets. And they could care less about missing refunds.

Kenny H

Level 5

After a full two months I finally received my check.

turbo tax Facebook team was super helpful after a bumpy start.

SBTPG is a terrible company though.

on March 10th I was told it would be sent Friday March 11th and to wait 7-10 business days which would conclude on March 24.

on March 22 they said give it until March 25th.

on March 29rh I was ensured they reissued a check and would be sending it fed ex overnight. They even sent a tracking number.

when looking at their tracking number it showed that they had only created the label and never actually sent anything.

im assuming they did that to buy some extra time because on April 2nd a check finally arrived.

now here’s the thing…. The check was dated March 15th… 5 days after they said they would send it the next day …..

and the envelope was post marked on March 23rd.

simply amazing how a company can tell so many lies that are easily to be caught. I am happy I have received my funds, but it never should’ve taken this long

TBENN1124

Level 2

This has to be the absolute worst tax year! I've waited over two months to finally get a DDD from the IRS. I was expecting my refund on 4/6. I opted to have preparation fees taken out of my refund. I called SBTPG on 4/6 and 4/7 when I didn't receive it and have spent close to (6) hours on the phone either on hold or being hung up on. SBTPG states that they haven't received my refund and blames the IRS. I called the IRS today, 4/11, and they have documentation that the refund was sent to and back by Green Dot Bank (SBTPG). So now, I'm forced to wait another 4-5 weeks for a paper check. Only problem is that I'm moving and needed my $12k return for my move. Oh, and the IRS doesn't forward mail. This is all a nightmare. I've read countless horror stories of many in the same situation. The commonality is SBTPG and Turbo Tax. I will never use TT again!! Last year, their was issues but at least something was done to rectify the situation. This year, TT plays the blame game between SBTPG and the IRS. When I called TT support last week, I asked how the accounts are set-up when you get the fees taken out. The representative had no idea and just reads off a script. This is criminal and I plan to file a report with the Better Business Bureau as well. TT has lost a customer! The amount of time that I have spent on the phone, I wish I would have just paid the fees. What you sell as a convenience is nothing but a hassle. I'm at my wits end with all of this!

Totally_unexceptalbe80

Level 2

This SBTPG IS GARBAGE STINKIN LEAKY GARBAGE SAID MY REFUND WAS SENT 05/11/22 A MONTH LATER BANK ASK FOR ACH TRACE # 2 HOURS ON HOLD THEY TELL ME TO CALL BACK MONDAY THEY DONT HAVE IT YET????????NOW WAS ON HOLD ANOTHER 3 HOURS GOT HUNG UP ON TODAY REPEATED THAT PROCESS TWICE NOW SAME OUTCOME THIS WOULD BE MY 2020 TAX RETURN TO TOP OFF THIS CAKE OF SHOT I NEED MY **bleep** MONEY [removed]