Can you tell me why I have not received my refund and the IRS says they do not have it on file. What is going on?

[HeatherPLO]

First, does your Turbo Tax filing say Accepted on your main page when you log in?  If you e-filed, you can check the status here: https://ttlc.intuit.com/replies/3319882 . If you mailed your return, it can take 4 weeks or longer to get a status update.  

If you have confirmed the e-file was Accepted - How are you trying to get information about your refund?  Are you using the IRS Where's My Refund page?  Please see below why there may be no record found:

https://ttlc.intuit.com/replies/4242575

If the IRS is stating they have sent your refund and you have not received it, you would need to contact the bank/account you had your refund sent to.  To check this information see below.  If the information is incorrect, the refund will be sent back to the IRS and then you will be issued a paper check:

https://ttlc.intuit.com/replies/4083015