Unable to retrieve info from sbtpg.com OR irs.gov..What is going ON?!?

[Rachael]

Hello all. I’m posting this to see if anyone else is experiencing anything similar, or on the off-chance that someone can offer solutions I have not tried. Sorry in advance for the tl;dr, but the story, she is a long one.

I filed married/joint through TurboTax, as I have done for several years without issue. I submitted my return on 2/2/15 and was accepted by the IRS the same day. I realized on 2/4 that I had made a mistake when entering my banking information so I contacted SBBT and because the IRS had not paid my refund yet, I was able to change my info on the sbtpg website with the help of a customer rep. I fixed the routing numbers and asked if there was anything else I needed to do, was told “Nope, you’re all set”.

A week or so later my bar progressed on WMR to “approved” with a DDD of 2/18 and a few days after that my bars were full (*choir voices singing “Hallelujah!”*).

The 18th came and went with no refund in my bank account so I attempted to log in to sbtpg.com to track my refund status. With the exception of the day I changed my routing number with the customer rep walking me through the steps, I have never been able to log in successfully and see my account information and I have tried from several computers, my phone, used different browsers and cleared my cache repeatedly. Instead, I get this message:

“Your RT account information is not available through our website please call customer service”

I called as directed and was told on 2/19 that I had to fax an account change form along with several other papers to SBBT. I really wish the first rep had mentioned this, as it would have saved me a lot of time and stress but he didn’t so…yeah.
I had my husband fax the requested items from work, and he did so at 1PM on 2/19. I called to see if my faxes were rec’d and the rep said that it was too soon to check and to login to the website (after I told her I cannot access my info that way) or to call back the following Wednesday if no refund showed up.

I called back yesterday to check AGAIN if the faxes were rec’d and was told they were rec’d on Sunday (…really? 2 days after they were sent? Do most banks even operate on Sunday?) and to give them 72 hours to process the information.

I have seen others obtain transcripts of their returns as a means of gaining information so I figured it couldn’t hurt. I have tried to order transcripts but am unable to. When I try to login to IRS.gov I see a “technical difficulties” message. From several computers, several browsers, emptied cache….etc. When i try to call the IRS to get info I cannot even get automated help… instead I hear a message telling me they have too many callers to help me right now and to check the website for information. *sigh*

Have I completely broke the interwebs? How am I unable to obtain information from ANY source (except from WMR which has worked just fine) about my refund?

Any help or sympathy is greatly appreciated.

[lostinlimbo]

Sadly to inform you all the IRS was hacked over a month ago and they just released it to the media and to us waiting tax payers. This now is giving them longer delays and processing
it has been 14 weeks since I filed and was accepted, no notice no letters only 1 update to my transcript since 2/25/2015 that was a minor date change to $0 additional taxes/
assessment. I called, written faxes and letters and to no avail I havent been given any answers to what is going on. I also requested an advocate in April since I was not able to access my transcripts ( not knowing at the time IRS was hacked) NOTHING!!!! no calls no letters sad sad sad and to think I worked for them for 19 years.

[stacy]

I teied to Change my bank account at sbtpg an when I login to my account it doesn’t give me the option to change my info but it says in the website faq section they have a link for this which I cant find anywhere does anyone know how to find this link

[Rachael]

Hi and thank you so much for replying. I was actually able to log in to the sbtpg site and my account info says my refund is/was paid today. My bank never puts a hold on deposits and the refund is not showing up yet so I’m going to give them a call when they open. Thanks again for the helpful reply & I’ll update soon!

[Anonymous]

@Rachael –

I am so sorry to hear of the troubles you are having!! It couldn’t come at a worse time, this I know!! My experience has nothing to do with sbbt, but I do know that when ordering transcripts it will often tell me the same thing while trying to ever my correct username and/or password for the account I created and have used. I believe it’s just a system error or something on the irs’ end, especially if you are completely sure that the information you’re entering is 100% accurate. As far as being able to speak with someone at the IRS, I couldn’t get through either when using the regular number, but I could with one I found online! 1-800-829-0582 and use ext 652 when it asks for the extension you were given.

I am sorry I can’t be of more help to you, but I do hope that this helps you some!! I wish you all the best, and will be praying for you! Please update when you find more information :)

[Author]

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