My Direct Deposit Date is 2/24. I haven’t received anything yet.
when I check my return status on TPG it says “disbursement method: Reserve”
it also shows “Funded” To “Reserve”
when I call them the automated system automatically tells me my account is on hold due to “unusual activity” and to go to the net verify tpg website to upload my ID.
Only problem is when I go to their website and enter in my social, it says “No Client ID associated with the SSNToken”
so my funds are being held, the automated system hangs up on me and tells me to go to NetVerify to verify my info, and then the website tells me it can’t find my information.
So I’m at a complete dead end. I am never in my life using Turbo Tax nor will I ever allow my friends or family to use it again. I’m going to try to get in touch with a human at TPG and pray that they are able to help. This has been an absolute nightmare.
Same problem here. Their support line is useless. Everything is automated and I somehow found a tip that you go for option 3 and input any 6 numbers which will take you to a queue for live person. I have been on hold for 1.5 hrs as we speak!
I also sent service request but have not heard back yet... What a mess and I will never use Turbo Tax again.
I followed the same advice and was able to reach a human. I called them right when they opened and was on hold for about 20 minutes. Once support checked on it he told me to email them a photo of my ID front and back.
no case number, no nothing else. I asked him if I should put any context in the email and he said just write that your IRS refund is on hold.
He said I should hear something back by Monday, but I’m not going to hold my breath. Will update here to let you know what happens. Hope you have better luck than me
Which email did you send it to? Might as well send them preemptively...
The email is support@sbtpg.com
Was disappointed to see how generic this is. When you send the email you should get an automated response advising you that your ticket is now in queue. If you continue to hold and are told something else, I would be interested to hear it. I’ve read stories about TPG telling different people different things seemingly arbitrarily.
Apparently we can’t post emails on this forum??
support(@)sbtpg(dot)(com)
Thank you! Just sent my email. Still waiting here and I will update when I talk to someone!
I got through thru the insane queue and spoke with live persob after almost 4 hours. I wish I can attach a photo to show the insanity of reaching someone at SBTPG for my freaking tax refund that is rightfully mine. I got the same answer. We don't know why there is a hold on account... sorry blah blah blah.. They asked me to send an email with photos of my and my wife's DL (Front and Back) via email with subject line "Account Verification on Holding - Last Name - Last 4 Digit of SSN." I only got automated email back with ticket no. Still waiting for my refund or any correspondence from them. This is just outright insane.
Thanks for the update. Crazy that he didn’t tell me to specify the last four of my social in my email when I got the same answer. I’m going to reply to the thread I guess and add it in there. WOW. I’ve honestly lost hope of getting mine within the next 30 days. Just going to make it easier sleeping at night if I start operating my life as if the check isn’t coming. Hope we both get it soon though
I will update here if I hear something! It is hard for me to sleep about it since it is about 10K return this year for me and my spouse :(
No update here yet, just waiting to hop on the phone queue and remind them that I sent the email, and hoping to see if an advisor can push the case forward or something. Hope we hear something this week that is definitive. I’m expecting just under 10k too, and my wife and I were really needing this to come through. Really disappointed, and more importantly never using TT again. Ever 😡
Hopped on call at 1st thing in morning. Took less than 2 mins to speak with someone. Agent said they dont know why my refund has been held. Cant also confirm if email has been reviewed. Instructed me to call or email on Wednesday since I sent email for account verification on Friday evening. Urgh...
Took me about 40 minutes today. Somehow the advisor who picked up knew I used the “Tax professional” automated option, and routed me to the consumer support which took some time
from there a nice lady was able to confirm that they received my information. She then took about 20 minutes to consult with a Lead for more info on what they can do to move it along.
she finally returned and told me to expect something back by March 4th, since my initial email sent was on Friday. She said processing takes 7 days.
I was at least happy to hear they have received my info. So now I guess I have to wait and call back on the 4th if I don’t hear anything back.
This Turbo Tax FAQ will provide information on why your refund is on hold.
https://ttlc.intuit.com/community/refund-status/help/why-is-my-federal-refund-on-hold-with-santa-barbara-tax-products-group-sbtpg/00/26787
Unfortunately, not correct or true SBTPG admitted that my hold (at least) was not related to those reasons. It does not have any reason code for hold from their system per 2 different reps.
One key takeaway from this experience is, TT refuses to take care of its customers by: (1) dealing with shady and unresponsive banking partner despite hx of troubles in the past (Just look at BBB complaints and reviews); (2) placing onus on customers (who paid fees for service) to be responsible of tracking refunds (aka IRS and SBTPG); and (3) providing useless or outright pointless directions or assistances in actually rectifying the situation. Look at the threads, reddits, facebook, and BBB. There are full of complaints about TT and SBTPG. I am making sure that nobody uses TT and SBTPG this year and moving forward based on my experience. I would rather pay more and CPA to do ny tax. Then, I at least have someone to speak and ask in person when I can if I have an issue.
I’m running into this same issue! I have called every number I can find and I am met with robot and automated menus that tell me the same thing. My account on SBTPG says funds are “reserved” as well.
IRS website says they sent my refund to my bank on 2/22, but my bank hasn’t received the funds. I have checked my tax return on Turbo Tax to make sure my bank information was correct and it is.
They must have sent the funds to SBTPG and for some reason they’re holding them. I was never notified that SBTPG were holding my funds. I had to find out for myself.
I am sick to my stomach because my money is being played with!
Same situation. Though I have not had luck so far, SBTPG rep told me to send email to their support address with your photo ID (front and back) and your partner (if filed jointly) with subject line "account verification for federal tax refund."
For transparency, I only got automated email that my request has been accepted. I was told to check in tomorrow if no update by tomorrow morning.
On hold with SBTPG again, trying my luck to see what calling again will do. Maybe upon seeing it is my third live-call inquiry they will decide to just directly pull my case out of the queue and handle it for me? Wishful thinking right? Will report back.
Same here. Waiting at 45 mins mark now. Maybe 3rd time is a charm...
Held for about 20 minutes and then somehow the call just ended like someone picked up and hung up. Trying again now....
To add to the stress our cat got out last night and hasn't come home, which has really gutted what hope I have of having a good day today. Hope this call changes that. And hope our **bleep** cat comes home 😭
I’ve done the driver’s license email just this morning. Hopefully this yields some result.
I sent mine on 2/24 (Friday). Still waiting for any form of confirmation that hold is cleared.
Everytime my hold time reaches 10 minutes, the phone automatically hangs up. I don't know if it's because their phones are overwhelmed or if they have my number or something but I'm just going to keep trying all day. Going to try giving them a call from my wife's phone when she's back