SBTPG holding my funds. ID verify website says it can’t find my information

[longhorn8847]

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. 

[Tron45]

Same Same Same! No real solution that i can find. 

[cfm1723]

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! 

[longhorn8847]

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. 

[Domomoepic]

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. 

[longhorn8847]

Same here. Waiting at 45 mins mark now. Maybe 3rd time is a charm...

[Domomoepic]

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 😭

[Tron45]

I’ve done the driver’s license email just this morning. Hopefully this yields some result. 

[longhorn8847]

I sent mine on 2/24 (Friday). Still waiting for any form of confirmation that hold is cleared.

[Domomoepic]

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 

[longhorn8847]

Hit 1 hr 35 mins mark now! Hurray. It has yet to break my record of 4 hours so waiting continues...

[Marihya1991]

Does anyone have a email to email the ID to as I’m not able to do it online because it’s no recognizing my social

[Tron45]

I went to https://taxpayer.sbtpg.com/dashboard 

Sign in with your social, refund amount and filing status. Then click the little letter in the top right hand corner, click Help, then click Create & View support cases. Then click Create Case. This is where you can upload pictures of your ID.

[Patty0512]

Hi did this get resolved for anyone? Currently going through it now. Very frustrating to say the least. 

[longhorn8847]

Negative. My fund is still on hold since 2/24. SBTPG refuses to even send check to me even though they cannot even tell me why hold was placed at first and confirmed with me that they have my correct bank info 😂 I have taken following steps - BBB complaint, email Intuit leadership team, tip off local news. I will proceed with state AG complaint and FDIC if no resolution by next Monday as a rep requested from me today.