Complaints

This profile includes complaints for Civista Bank's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Civista Bank

  100 E Water Street Sandusky, OH 44870-2210

• 

  Civista Bank

  16 Executive Norwalk, OH 44857

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/06/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I opened an account in July 2024. In August I was out of state when diagnosed with stage 2 lung cancer, left unable to travel back home. There are no Civista branches where I am now at. At first the manager of the ***** IN branch was willing to accommodate me due to the circumstances. However later when I discovered unauthorized charges on my account the company effectively treated me like garbage- I was locked out of my online account and informed they would not mail a replacement debit card to any other than my home address despite telling them I was not there. A new manager was quite rude, insisting I drive an hour to a branch for a new debit card despite them knowing my circumstances. As an **** would cost me $90 round trip to deal with an account that has less than $75 in it, as well as the fact I am now physically unable to to drive more than short distances, I refuse to deal with this bank any further. I currently only require a debit card to pay for my current mobile phone number, opting to get a reloadable prepaid card instead of deal with the rudeness and indifference of Civista bank further.

  Business Response

  Date: 09/24/2024

  9.24.2024

  A written communication was provided to the complainant on September 5, 2024.  The Bank will no longer be in contact with the complainant.

   

• Initial Complaint

  Date:05/28/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2021 my stimulus check for $1400.00 was deposited into Civista Bank in which I do not nor have I ever had an account with this banking institution. U would like to be reimbursed my full $1400 in addition I would like to be compensated for the four years that I have been trying to track down my stimulus check to no avail. I owe the *** money and I have requested that my two stimulus checks go to my arrears however My check was stolen and deposited into an account not owned by me or authorized by me. I am requesting a full refund plus compensatory damages

  Business Response

  Date: 06/10/2024

  This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on May 28, 2024.          
  
  Prior to 2024, Civista Bank provided banking services in connection with a tax refund program of Santa ******* ****************** (TPG).TPG is a wholly owned subsidiary of ***** Dot. TPGs program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services,to manage and payout refunds for clients of those firms.  The refund transfer service (the ** Service or **) is offered and administered by TPG, and Civista Bank provided banking services for the ** Service. The ** Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acted as the bank to which the refunds were sent. When a tax filer uses this service, the filer gave instructions to the preparation service and TPG concerning how the refund was to be paid out.  After Civista received the refund from the **** TPG provided the filers instructions to Civista, and Civista paid it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributed refunds as directed, it has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on March 20, 2022, TPG received your electronic submittal through a software provider. This means the option to utilize a Refund Transfer to pay the software fees was elected in lieu of paying via credit card at the time of filing. 
  
  On April 5,2022, the *** approved your tax refund in the amount of $1,400.00, therefore TPG deducted fees for the site preparation and *********************** and deposited the remaining balance to the account you designated at the time of filing (This information will be provided in the letter we are sending you). This deposit was confirmed by the outgoing trace number of (this will also be provided to you in the letter we are sending you).
  
  Please note, when you contacted TPG for support on May 28, 2024, for assistance with locating your stimulus payment in the amount of $1,400.00. The representative provided you with the above referenced Trace ID and informed you to contact your financial institution and provide the outgoing trace number for more information about the status of your funds. Once TPG released the funds to the designated financial institution, TPG has no visibility of the status of the funds. Please note, there were no additional prior year refunds and/or stimulus payments found for you.
  
  For any additional questions or concerns, please contact TPG directly at TPG-************************** and your request will be routed to the appropriate department. 

• Initial Complaint

  Date:04/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did my taxes thought my tax preparer who used the bank CIVISTS bank which send me a check in the amount of 4166.63 which have been expired. Myself and the tax preparer have reach out to them on many occasions with emailed for them to give a new check, they said the funds was send back to the IRS to which the IRS of no records of, and CIVISTA bank which is own by GREENDOT refused to answer my emails or send me a check. It’s been going on now for the last 21/2 years. It’s like they want me to forget about my money which I work hard. I need this issue to be resolved thank you

  Business Response

  Date: 05/09/2024

  This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on April 26, 2024.          
  
  Civista Bank provides banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot.  TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms.  The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acts as the bank to which the refunds are sent. When a tax filer uses this service, the filer gives instructions to the preparation service and TPG concerning how the refund is to be paid out.  After Civista receives the refund from the IRS, TPG provides the filer’s instructions to Civista, and Civista pays it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributes refunds as directed, it has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on June 28, 2021, a check in the amount of $xx (we will provide the check amount in a letter we are sending to you) was sent to you.  Please note, TPG’s internal quarterly check sweep process allows them to locate checks that have been printed but have never cleared a financial institution within 180 during the last calendar year. These check funds are then returned to the IRS in the quarterly batch shipment.  
  
              The IRS provided the External Lead Number XXXXX (we will provide the tracking number in a letter we are sending you) for tracking.  Please contact the IRS directly at (800) 829-1040 and give the External Lead Number to check the status of your refund or seek assistance from a Taxpayer Advocate in your State.   
  
             If you have any further questions or concerns about prior tax year filings, please contact TPG directly at ****************************** and your request will be routed to the appropriate department. 

• Initial Complaint

  Date:04/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 02, 2023, the IRS deposited my refund of $932.00 into account number ***************** at Civista Bank. I never opened an account with this bank before, nor have I heard of this bank. I’ve contacted IRS multiple times about this issue, the feedback that I received was to contact my tax preparer! I filed my taxes through Turbo Tax, which I also contacted them as well. They basically told me that they sent my refund to the IRS, so it was out of their hands! I’ve contacted Turbo Tax, Civista Bank, and the IRS no one has yet help me with my dispute and I need answers!

  Business Response

  Date: 05/02/2024

  This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on April 18, 2024.          
  
  Civista Bank provides banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot.  TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms.  The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acts as the bank to which the refunds are sent. When a tax filer uses this service, the filer gives instructions to the preparation service and TPG concerning how the refund is to be paid out.  After Civista receives the refund from the IRS, TPG provides the filer’s instructions to Civista, and Civista pays it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributes refunds as directed, it has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on April 27, 2023, TPG received your electronic submittal for your 2022 tax filing from a tax preparation software provider. This means the option to utilize a Refund Transfer to pay the software fees was elected in lieu of paying via credit card at the time of filing. 
  
  On April 27, 2023, the IRS approved your refund and made payment to TPG. TPG deducted fees for the tax preparation and the Refund Transfer service fee and deposited the remaining balance to the financial institution you designated at the time of filing (Routing Number and Account Number info will be provided to you by letter). This deposit was confirmed by an outgoing trace number (you will receive this information by letter). You may reference the ‘Disbursement Methods’ section 7 of your Refund Transfer Service Agreement to confirm your submitted account information.
  
  It is recommended that you contact your financial institution and provide them with the outgoing trace number we will provide to you by letter, and the dollar amount of deposit so they may trace your deposit. Once TPG releases funds to the designated financial institution, TPG has no further visibility over their status and can confirm the deposit was successfully completed.      
  
  TPG confirmed that they provided the services we were contracted to provide in deducting the applicable fees and depositing the funds into the account you directed on the online agreement. For inquiries related to the tax preparation fees, presentation of products, and tax return filing, it is suggested that you contact the tax preparer directly as TPG has no authority to reimburse fees charged by the tax preparer. 
  
  If you have any further questions or concerns about prior tax year filings, please contact TPG directly at ****************************** and your request will be routed to the appropriate department. 

• Initial Complaint

  Date:04/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I already emailed Civista Bank about my problem and they did not reply back. I filed my income tax using Turbotax for tax year 2022. I was supposed to be quickly wired a refund . It never came After several months I filed the proper form to trace my refund with the IRS informing them I never got my refund. They wrote me back and told me my refund was sent to Civista Bank instead of directly to my Bank Of America Bank account as I requested from Turbotax The IRS gave me reference numbers It shows they did send my money to Civista Bank who never sent the money to me. I want my refund from Civista Bank. Below is the reference Numbers from the IRS ******** and **** *. ***** **** ***** street ***** . Pa ***** taxpayer ID XXX XX-**** The IRS says it sent $164.00 into this account number at Civista Bank C *************** Thank you ******** *****

  Business Response

  Date: 04/26/2024

  Tell us This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on April 15, 2024.          
  
  Civista Bank provides banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot.  TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms.  The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acts as the bank to which the refunds are sent. When a tax filer uses this service, the filer gives instructions to the preparation service and TPG concerning how the refund is to be paid out.  After Civista receives the refund from the IRS, TPG provides the filer’s instructions to Civista, and Civista pays it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributes refunds as directed, it has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on April 29, 2023, TPG received your electronic submittal through an online software provider. This means the option to utilize a Refund Transfer to pay the software fees was elected in lieu of paying via credit card at the time of filing. 
  
  When TPG received your refund from the IRS, TPG deducted fees for the tax preparation and the Refund Transfer service fee and deposited the remaining balance to the account you designated at the time of filing (Routing Number and Account Number cannot be disclosed here due to privacy reasons and will be provided to you in the letter we are sending].  Please reference the ‘Disbursement Methods’ section 7 of your Refund Transfer Service Agreement to confirm your submitted account information.
  
  TPG confirmed that they provided the services we were contracted to provide in deducting the applicable fees and depositing the funds into the account you directed on the online agreement. TPG recommends you contact your bank with this trace number (ACH: will be provided to you in our letter) to locate your refund.
  
  If you have any further questions or concerns about prior tax year filings, please contact TPG directly at ****************************** and your request will be routed to the appropriate department. why here...

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The irs said they deposited my tax refund but I never received it and it was deposited on 03-02-22 for. $4987 and the other one was deposited 3/14/22 for 2691.02 please deposit into my account ************** and routing number ********* I have waited very patiently

  Business Response

  Date: 04/22/2024

  This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on April 9, 2024.            
  
  Prior to 2024, Civista Bank provided banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot.  TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms.  The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank formerly providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acted as the bank to which the refunds were sent. When a tax filer used this service, the filer gave instructions to the preparation service and TPG concerning how the refund was to be paid out.  After Civista received the refund from the IRS, TPG provided the filer’s instructions to Civista, and Civista paid it out as instructed. Since TPG runs the refund program, and Civista Bank distributed refunds as directed, the Bank has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on January 27, 2022, TPG received your electronic submittal through an online software provider. This means the option to utilize a Refund Transfer to pay the software fees was elected in lieu of paying via credit card at the time of filing. 
  
  On February 25, 2022, the IRS approved your refund and made payment to TPG in the amount of $2,786.00. On March 1, 2022, TPG deducted $14.99 for the tax preparation and $19.99 for the Refund Transfer service fee and deposited the remaining balance of $2,751.02, to the account you designated at the time of filing (Routing and Deposit Account Number will be included in the letter we are mailing you. We cannot display that information here due to privacy concerns). This deposit can be confirmed by ACH trace number (included in letter we are mailing you). You may reference the ‘Disbursement Methods’ of your Refund Transfer Service Agreement to confirm your submitted account information.
  
  On March 2, 2022, your financial institution rejected the funds, declared the account an R04 – “Invalid Account Number” and returned the funds to TPG.
  
  On March 4, 2022, TPG made a second attempt to disburse your funds by issuing a cashier’s check # (Included in letter we are mailing you) to the address provided at the time of filing, less a $30.00 fee for reissuance of the refund, for a total check amount of $2,721.02.   
  
              Please note, TPG's internal quarterly check sweep process allows them to locate checks printed that a financial institution has not cleared within 180 days during the last calendar year and return them to the IRS in batches. In your case, as of May 12, 2023, the cashier’s check had not been cashed and exceeded the 180-day timeframe and therefore was flagged for return to the IRS in the quarterly batch shipment.
  
              On May 15, 2023, TPG returned the funds to the IRS, and the IRS provided the External Lead number (included in letter we are mailing you) for tracking. The External lead number is used by the Return Integrity Verification Operations (RIVO) department at the IRS. As per the RT Service Agreement, TPG charged a fee in the amount of $30.00 to process the return to the IRS therefore $2,691.02 was returned via Lead number (included in letter we are mailing you). Please note, once TPG releases the funds to the IRS, TPG no longer has visibility over their status. It is recommended that you allow the allotted time of (10-12 weeks) and contact the IRS directly at ************ or go to *********** for further details or to seek assistance from a Taxpayer Advocate in your State.
  
              On April 18, 2024, you contacted TPG to inquire about your refund, and were informed that after multiple failed attempts to deliver your refund, the funds were returned to the IRS. You were informed that the funds in the amount of $2,691.02 were wired to the IRS on May 15, 2023, and were provided with the lead number (included in letter we are mailing you).  You were informed of the above-mentioned information related to contacting the (RIVO) department at the IRS and that once TPG released the funds to the IRS, they no longer have visibility over the status.
  
  If you have any further questions or concerns about prior tax year filings, please contact TPG directly at [email protected] and your request will be routed to the appropriate department. 

  Customer Answer

  Date: 04/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The irs did not inform me about anything I have a new address which it's *** * ****** ****** **** dr ******* ** ***** I have been told one thing after the next I would like my money direct deposit to my bank account that is on file with the irs I have been patiently been waiting for the last couple years to even get my refund
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/26/2024

  Hello Mr. *****, 

  You should have received a UPS envelope on Wednesday, April 24th or Thursday, April 25th with our letter and the lead number you will need when you call the IRS regarding your funds.  As stated in the letter, your funds were returned to the IRS in May of 2023.  This UPS letter was sent to the address in *******, CA which was the address you provided in this complaint.     

  The IRS has local offices to assist taxpayers.  Through an online search we found there is an office in *******, CA located at **** ********** ***. S**** ***.  The phone number listed for appointments is ************. 

   

   

• Initial Complaint

  Date:02/26/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My 2022 refund was release by IRS on 10/12/2023 but my account was closed before the refund was sent, I contact IRS the customer agent told me my refund was sent to TPG, I contact TPG customer support I was told my refund was sent back to IRS with a lead number, I contact IRS again I was told my refund was sent to civista bank with bank account traces [*****************]. Please I needyoney to take care of my health am dying slowly,

  Business Response

  Date: 03/04/2024

  This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on February 26, 2024.   
  
  Civista Bank provides banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot.  TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms.  The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acts as the bank to which the refunds are sent. When a tax filer uses this service, the filer gives instructions to the preparation service and TPG concerning how the refund is to be paid out.  After Civista receives the refund from the IRS, TPG provides the filer’s instructions to Civista, and Civista pays it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributes refunds as directed, it has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on June 28, 2023, TPG received your electronic submittal through the do-it-yourself software provider Taxslayer.com. This means the option to utilize a Refund Transfer to pay the software fees was elected in lieu of paying via credit card at the time of filing. 
  
  At TPG, there are systems in place to safeguard your personal information and maintain the integrity of your tax data. Because of these protective measures, TPG systems have identified your refund as part of a group that requires funds to be returned to the IRS. On December 8, 2023, your 2022 tax refund was returned to the IRS with an IRS External Lead Number (this number will be provided to you via UPS letter). This lead number is used by the IRS Return Integrity Verification Operations (RIVO) department.
  
  You mentioned in your complaint that you have been in contact with the IRS, and they state they do not have your refund. Please keep in mind, when TPG returns funds to the IRS, it may take the IRS several weeks or longer to process and credit the refund to your account. Once TPG releases the funds to the IRS, we have no visibility about their status or control over the IRS time frame. TPG has been made aware that when contacting the IRS, some customers are being told that the lead number is not valid, or their funds cannot be located. As a courtesy, TPG requested a status from the IRS. The IRS informed us that your lead number is accurate and used by the Return Integrity Verification Operations (RIVO) department at the IRS. The IRS recommends you call ************ and inform the customer service agent that your refund went back to the Return Integrity Verification Operations (RIVO) department to get a status update on your refund.
  
  If you have any further questions or concerns about your 2022 tax year filing, please contact TPG directly at ****************************** and your request will be routed to the appropriate department. 

  Customer Answer

  Date: 03/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:02/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  etax.com owes me 5467 since you added your rt and acct number instead of mine

  Business Response

  Date: 02/20/2024

  This is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on February 15, 2024.   
  
  Civista Bank provides banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot.  TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms.  The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acts as the bank to which the refunds are sent. When a tax filer uses this service, the filer gives instructions to the preparation service and TPG concerning how the refund is to be paid out.  After Civista receives the refund from the IRS, TPG provides the filer’s instructions to Civista, and Civista pays it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributes refunds as directed, it has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on February 4, 2023, TPG received your electronic submittal through the do-it-yourself software provider eTax.com. This means the option to utilize a Refund Transfer to pay the software fees was elected in lieu of paying via credit card at the time of filing. 
  
  As of this writing, TPG has not received your refund from the IRS. You may check the status of your refund by visiting **************************.  Please contact the IRS directly with any questions regarding your filing as TPG does not have insight into the IRS process and procedures. Once TPG receives your refund from the IRS, TPG will deduct applicable fees per your RT Service agreement and deposit the remaining balance to the account that you authorized at the time of filing.
  
  Lastly, you have voiced concerns regarding the Civista Bank Routing and Account number being referenced with your tax refund. As already described above, Civista Bank is a third-party processor for TPG. The product you have used through TPG, called a “Refund Transfer,” allows you to pay your tax preparation fee directly out of your tax refund. This service is optional and gives you the convenience of not paying these fees upfront to the software provider. You electronically agreed to these terms and conditions through the Refund Transfer Service Agreement.
  
  If you have any further questions or concerns about prior tax year filings, please contact TPG directly at ****************************** and your request will be routed to the appropriate department.  

• Initial Complaint

  Date:02/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/14/2024 I ****** ***** received a check from Cavista Bank for 5272.48 cents. I'm thinking it's from da irs so it's came from the tax advocate which stated I didn't suppose to get the check after two weeks of staying in the bank cause I before taking it to my bank I ask a few people was it real I just didn't know so now it's 3weeks later someone called me and told me I didn't suppose to get the check like suggesting the check suppose to come to them and not me. And I would have to pay the money back. So I called the irs and they had no ideal to what I was talking about. And said she didn't see anything in the computer about nothing I was calling abt.

  Business Response

  Date: 02/09/2024

  This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on February 6, 2024.
  
  Civista Bank provides banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot. TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms. The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acts as the bank to which the refunds are sent. When a tax filer uses this service, the filer gives instructions to the preparation service and TPG concerning how the refund is to be paid out. After CIVISTA receives the refund from the IRS, TPG provides the filer’s instructions to Civista, and Civista pays it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributes refunds as directed, it has limited information and relies upon the following information provided by TPG.
  
  According to research conducted by TPG, on March 22, 2023, TPG received your electronic submittal through the tax preparer’s office of TL Taxes. This means that the option to utilize a Refund Transfer to pay the software fees was selected instead of paying via credit card at the time of filing.
  
  Per the IRS, taxpayers generally expect refunds to be issued in less than 21 days after the electronic return is accepted. Of course, certain factors can cause delays to taxpayer refunds which are out of the control of Tax Products Group (TPG). For example, if the return contains Earned Income Tax Credit (EITC) or Additional Child Tax Credit (ACTC).
  
  On December 27, 2023, TPG received your refund from the IRS and deducted the tax preparer’s fee, Refund Transfer service fee and issued a Cashier’s check to your address on record. You may reference the ‘Disbursement Methods’ section 5 of your Refund Transfer Service Agreement to confirm your submitted account information.
  
  On February 7, 2024, a representative from TPG contacted you regarding the concerns you voiced in your complaint. During that call, you informed the representative that you had received and deposited the above-mentioned cashier’s check to your financial institution. The representative advised you that this was a valid check which was cleared by your financial institution on January 11, 2024, and was issued to you for your tax refund. It was recommended that you contact the IRS directly with any further questions regarding the information provided on your tax return, by your tax preparer, as TPG does not have insight into the IRS process or procedures.
  
  If you have any further questions or concerns about prior tax year filings, please contact TPG directly at ****************************** and your request will be routed to the appropriate department.   

• Initial Complaint

  Date:01/05/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I filed my 2020 taxes and my bank account was closed at Wells Fargo. I used turbo tax I believe to file. I believe Civista bank is affiliated with turbo tax and the money goes there if it bounces back from the account. I wasn’t able to find out what happened until this year. I kept waiting and no one got back to me. I had 2 stimulus checks land in this bank because my bank account closed. It was 1200 for me and my spouse which is $2400 total. I recieved no taxes back at all. It doesn’t say what happened to the rest of the money. As you know things have gone up and it’s a struggle for a lot of people financially. I just want to see if I can get my money back from this bank. It took the IRS a while to get back to me. I don’t know what else to do in this situation. I received two identical letters. One for me and one for my spouse. I would like for this complaint not to be public. Can you help me?

  Business Response

  Date: 01/12/2024

  This letter is in response to the complaint filed against Civista Bank (Bank) through the Better Business Bureau and received on January 5, 2024.       
  
  Civista Bank provides banking services in connection with a tax refund program of Santa Barbara Tax Products Group (TPG). TPG is a wholly owned subsidiary of Green Dot.  TPG’s program manages and pays out refunds for clients of many tax preparation franchises, independent tax professionals and online tax preparation services, to manage and payout refunds for clients of those firms.  The refund transfer service (the “RT Service” or “RT”) is offered and administered by TPG, with Civista Bank providing banking services for the RT Service. The RT Service allows taxpayers to pay their tax preparer fees from their federal or state tax refund, rather than paying their tax preparer fees at the time of tax preparation.
  
  Civista Bank merely acts as the bank to which the refunds are sent. When a tax filer uses this service, the filer gives instructions to the preparation service and TPG concerning how the refund is to be paid out.  After Civista receives the refund from the IRS, TPG provides the filer’s instructions to Civista, and Civista pays it out as instructed. Since TPG runs the refund program, and Civista Bank merely distributes refunds as directed, it has limited information and relies upon the following information provided by TPG.    
  
  According to research conducted by TPG, on March 18, 2020, TPG received your electronic submittal through the software provider *************. This means the option to utilize a Refund Transfer to pay the software fees was elected in lieu of paying via credit card at the time of filing. 
  
  When TPG received your refunds from the IRS, TPG deducted fees for the tax preparation and Refund Transfer service fee and deposited the remaining balance to the account designated at the time of filing. This deposit can be confirmed by ACH trace number (this number will be provided to you by mail. Due to privacy of information, we cannot post it here). You may reference the ‘Disbursement Methods’ section 7 of your Refund Transfer Service Agreement to confirm your submitted account information.
  
  Upon receiving your complaint, a representative at TPG contacted you to advise you that a stimulus payment was deposited to the above-mentioned bank account on January 7, 2021. Please note that this is the same deposit account that your tax refund was successfully deposited into. The representative directed you to contact the bank directly for any further inquiries regarding your deposit.   
  
  TPG confirmed they provided the services they were contracted for in disbursing your tax refund and stimulus payment to the account provided at the time of filing. Please contact your bank and provide the ACH trace number (this number will be provided to you by mail. Due to privacy of information, we cannot post it here) for further assistance in location your stimulus payment.
  
  If you have any further questions or concerns about prior tax year filings, please contact TPG directly at ****************************** and your request will be routed to the appropriate department.