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Domomoepic

Question

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

Forum|Forum|4 years ago
February 25, 2022
13 replies
0 views

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.

TurboTax PLUS Online

HeatherPLO

@Domomoepic

Please reach out to SBTPG here for further assistance.

**Say "Thanks" by clicking the thumb icon in a post**Mark the post that answers your question by clicking on "Mark as Best Answer"

longhorn8847

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.

DomomoepicAuthor

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

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.

DomomoepicAuthor

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.

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.

Patty0512

Wow that is so unbelievable!!! How did you get in touch with them? I'm so sorry you're going through this. I keep reading more stuff about them and I don't understand how they aren't under investigation. I've learned my lesson and will pay fees upfront from now on smh.

901yorkies

This is awful!!! Same here with me!!!! Never again will i use turbo tax

78Shawn

I'm having the same issue, and have tried all support methods TurboTax suggested! Someone needs to fix this NOW!!!

cfm1723

My refund finally came in this morning you guys! I still think this whole process is FISHY and maybe they got enough BBB complaints that they did something about it. All in all, this was stressful and I probably won’t use TT again, just to be safe. But it was kinda fun talking with all of you this week. I hope everyone has a good day!

78Shawn

For everyone having issues with SBTPG:

1. Contact your bank to verify that no deposit attempt has been made. Even if it has, you want this info.

2. File complaints with BOTH the BBB and California Attorney General Office. Be very specific in what you have tried and what the results were.

3. To actually get to a real person at SBTPG you have to select option 3, tax preparer. The phone bank will take you through BS like asking for a ESIN number, just keep hitting *. Eventually it will put you on hold for a representative. They open at 6am Pacific Time. Call as soon as they open. Ask for a supervisor. You will get put on hold for "2 minutes". This is actually 10-20 minutes and they will hang up before anyone answers. Call back immediately. Make sure you have time. I waited 1.5 hours on hold the seond time for one person to pick up. You want to have contacted your bank first so you can call them out when they tell you that your bank rejected the deposit and your bank told you they have no record of any deposit attempt. Then question why they need a photo ID for identity verification when they already have the name and account number. Photo ID is irrelevant. They may then tell you that they are sending you a personal check. That's their "policy" if the bank rejects the direct deposit. Call them out again, because up until now, they have been holding your funds pending identity verification, not sending a paper check. They will not have an answer. Make them verify the address the check is being sent to.

I went through this process starting Wednesday. Yesterday I got the line about them mailing a paper check. This morning, my funds were direct deposited in the account they claim they couldn't because the bank was rejecting it without me sending the photo ID verification they claim they needed. I don't think it was a coincidence that the BBB happened to contact them the same morning that I finally got a real person on the line and called out every line BS they tried to use.

brokenkarmah

Have you received anything back? I'm on hold with them now my tax return was sent to them on 05/03 that's when they took their money out of it and now it says reserve whatever that means