Issue with SBTPG

[0Kathryn0]

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]

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

[0Kathryn0]

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]

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.  

[longhorn8847]

I have same issue. Emailing is not providing immediate solution. Is this how Turbo Tax handles customer's tax refund usually? I am literally speaking about tax refund that I paid to get it processed by your company. All you guys are telling me and others are contact them which do not have any meaningful support resources. This is just infuriating and made it clear to me that Turbo Tax is not the way to file tax anymore in the future.

[0Kathryn0]

Email is not helpful. We tried that and no one responds. This is a time sensitive and urgent issue. My refund (and many other peoples refunds) are missing. SBTPG is failing to deposit them correctly or there is some glitch they aren’t acknowledging. Either way, the ONLY reason I was forced to go through them was because of TT. TT should be handling this. Honestly I’m sick of no one taking any responsibility. My refund is literally MISSING. Definitely will be my last year using TT and SBTPG.

[CarissaM]

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

[longhorn8847]

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]

Did you get any progress, or your refund?

[0Kathryn0]

Nope, never received it. And they don’t seem to care. This is the worst customer service I’ve ever experienced. Still can’t talk to someone at SBTPG. Guess I’ll try again tomorrow. It shouldn’t be this difficult to reach someone about a missing refund. 

[Mozzy_1]

Wow, I am sorry to hear that. I am so traumatized reading all the bad reviews that I'm guessing I'll be in the same boat. This is absolutely crazy and a widespread issue across thousands of filers using TT and CK with fees coming out going through SBTPG! I hope things work out soon

[0Kathryn0]

I’m reading a ton of reviews about people in the same position. SBTPG is a joke. And so is TurboTax for that matter. I paid $156 in fees this year to them and not one phone rep can even help me with this. Instead they tell me to keep calling SBTPG knowing that very few people can actually get through to a rep. Horrible!! I really hope this doesn’t happen to you. 

[longhorn8847]

Negative. Not for me yet.

[Mozzy_1]

Ugh @0Kathryn0  I'm hoping this doesn't happen but with the given circumstances from prior stats anything is possible. I really hope everything goes well and you clear your deposit soon.

[Mozzy_1]

@longhorn8847 Wait! You haven't gotten a deposit either?