Question

TPG is holding funds, TT unable to be reached

Forum|Forum|4 years ago
February 28, 2022
94 replies
0 views

This is kind of wild that I have to actually post a question in a community forum to get anyone to respond to me from TurboTax. My refund was issued a week ago from the IRS. I have never had any issues getting my money sent direct deposit except for this year. I am not able to reach anyone at TPG, and I’m not able to get a customer service on the phone from TurboTax either. I am ready to contact an attorney and see if maybe somebody else can get through to one of these companies that is fraudulently holding tax return funds. I am not the only one based on the comments in these threads that this has happened to.

When I go to the TPG website, they can find my account just fine and they tell me that they’ve received my funds from the IRS. But they say that they are holding my funds because they need a drivers license (which I only found out through the telephone message when I’ve tried to call) I’ve not gotten a single notification via email or phone regarding this hold. However when I go login there to that other place to provide a DL they say they can’t find my account. So nobody contacts me to tell me that they need something from me, and when I have had to spend my time investigating to figure out what the heck I need to do, I then can’t even provide the information they say that they’re requiring. Which is on the same site that tells me they’ve received my money just fine and it’s hanging out in their bank account collecting interest. What is happening here??? TT, I have been using your services for a decade and this is seriously shameful. My direct deposit information hasn’t changed in 10 years. Why is there suddenly a problem now??? And what exactly is the problem, because I don’t know. No one has told me a thing and I can’t reach anyone.

Not only can I not reach a single human being by phone, email, chat, etc., but I also can’t even send the information that they say is required. I am seriously overwhelmed and have no more time to spend on this. TPG is literally stealing from your customers, your community is in an uproar, and not a thing is being done about it. I want a resolution. What is the resolution to this??? I’m lucky that I don’t need this money immediately, but you have lots of customers that are in dire straits because of TPG. What is being done to fix these problems? And how does the taxpayer, your customer, go about figuring out what it is they actually need from us?

TurboTax Self Employed Online

SForrestLO

We’re aware of an issue that may have caused customers who used our Refund Transfer service to see a smaller refund than expected.

We know how important your refund is and we apologize. We’re working quickly to resolve this and make sure you receive your full refund. You'll get an email message from us shortly letting you know when to expect the rest of your refund.

How do I contact the Internal Revenue Service (IRS)?

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Jennifer1111Author

They haven’t taken additional funds that I know of, they’re holding my entire refund with no expected release date (even though it’s been confirmed that they’ve received my funds over a week ago from the IRS) and no ability to even speak to someone to advise me what the actual issue is. I’ve been filing with the same return info and same banking info for nearly 10 years with TT, so there should be no reason anything has been held up. The worst part of all of this is that I can’t even get a single person to tell me what the problem is because there’s no such thing as getting someone on the phone from TPG, and they have not responded to the ticket I’ve sent in. Again, how is it legal for a bank to hold my funds without so much as a notification? I can’t reach TT through chat or by phone, I can’t reach TPG at all either. It’s completely frustrating. I’ve reached out to my corporate attorney at this point, but should I need to get an attorney to get an answer to what is going on? The IRS has released my funds, what right does a tpp have to hold them??? I’ll be very surprised if they have a legal right to do this. I’ve wasted many frustrating hours calling numbers that have no human being on the other end after extenuating holds, and it has been in exercise in futility regardless. I literally had to start this thread to reach anyone at TT. I’m not alone either. Listen to the buzz on these threads. It’s awful what’s going on. And how do I get an actual human being to tell me what is going on short of an attorney demand???

SForrestLO

We’re aware of an issue that may have caused customers who used our Refund Transfer service.

We know how important your refund is and we apologize. We’re working quickly to resolve this and make sure you receive your full refund. You'll get an email message from us shortly letting you know when to expect the rest of your refund.

In the meantime, please refer to these Turbo Tax help articles.

Why is my direct-deposited refund or check lower than the amount in TurboTax?

Why is My Tax Refund Not What I Expected?

What is a refund offset?

Topic No. 152 Refund Information

Tax Refund Tips

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iamdalepaul

I am having the same issue with TPG. I filed with Turbo Tax and TPG is the bank that is supposed to transfer my refund to my card. I noticed that my deposit was $1,316.00 short. I contacted Turbo Tax and was told that it could be student loan payback or another type of Government debt, which I have neither of those. I went to the "Bureau of Fiscal Service" and I have no Debts or Offsets. I have tried to contact TPG on this matter however I am on hold for hours trying to speak to a representative, I finally selected to receive a call back when a rep was available and no call back. What is going on Turbo Tax?? This needs to be fixed!!

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JonesS

I can’t believe you actually even got the phone to ring for TPG!!! @iamdalepaul

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syackoski

Same issue here. Just trying to document everywhere I can.

This is awful. Like we don't already pay enough to file for "Free" with TurboTax. "Free" this year cost me $117 in fees IN ADDITION to TPG also charging me.

Have been with TurboTax for 10 years. They have lost a customer in me.

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cg285h

Same, i filed on Jan 24. And i filed with simple w-2, single, no kids, i dont have any loans, so no reason why my refund should be taking this long to return. I seen a few tik tok videos already where this is an issue that is growing awareness and TPG/IRS don't seem to care or are simply just ignoring the matter. I will be taking this matter to the media/local news to help expose turbo tax and tpg.

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Blangston1990

Same issue here. 2/24 DDD and they have the funds they are just holding them. Haven't sent me anything. Had to find out about sending them verification info myself through there automated system. Hard to get ahold of someone because of constant hang ups. When you do reach someone they just tell you to email them certain info and your drivers license. Website verification doesnt work. Says my SSN is invalid. Cant tell you why its on hold. And they say it will take 7 days to hear back from them. This weekend will be 7 days for me so we will see if thats even true.

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jr and beck

What number are you actually getting hold of a person at? I am having the same issues and cannot get a real person on the phone.

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janave

We are going through the same thing. It says it was funded but it is on reserve…I am so mad-you can’t get in touch with anyone anywhere!

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janave

I just got on and filed a complaint against TPG with the BBB

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syackoski

This has happened to a substantial amount of people.

I will be contacting my local news station in Philadelphia if I do not receive a response from them by Monday. I have prepared many screen shots from this community about this, along with the SINGLE copy and pasted response from @SForrestLO (Not to call you out, girl. You need support).

I suggest you all do the same.

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SmarteSusieQ1

I can't even find a place to post this. Where is my refund? It was issued by the IRS a week ago. IT'S BEEN RELEASED. BUT not by Turbo Tax or it's bank. I always provide my ID and did so this year. Where's our refund? There's no way to contact anyone about this and no letters or communication on the site or via email.

We've been stolen from. And Turbo Tax is responsible for their subcontracted bank, TurboTax is accountable for their unethical behavior.

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MoniqueLO_

In this public forum, we do not have access to any information regarding refund processing. It would be necessary to try contacting TPG for additional information. You can also check out this TPG Help Article to check on your refund.

@SmarteSusieQ1

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longhorn8847

Please stop posting this unhelpful response. It is further agitating your customers! Do you think we are venting here because we didn't think about checking and reaching out to SBTPG? STOP SHIFTING BLAME! TURBO TAX, TAKE OWNERSHIP OF THE ISSUE CREATED BY YOUR PARTNER!