Cross River bank - didn't the refund

[shadowflame724]

Hello,

I filed my taxes using TurboTax (using 5 days early option), and my refund was supposed to be sent via direct deposit, but I made a mistake in my routing number. However, I recently checked the IRS “Where’s My Refund” tool, and it states that my refund was sent to my bank account on February 20, 2025.

When I called the IRS, they informed me that my refund was sent to another account at Cross River Bank, which I believe is associated with TurboTax.

However, when I contacted TurboTax support, they told me that a paper check was mailed instead. This information conflicts with what the IRS has provided.

I can't call to the Cross River Bank, as they redirect me to the TurboTax support and some of TurboTax supports even have no idea about that but, and redirect me bank to the  Cross River Bank. After the last call to the TurboTax they redirected me to the Santa Barbara Tax Products Group, and I can't call them, cus they don't have any info associated to my SSN. AAAAA. that's made me crazy

I need urgent clarification because my refund is still missing, and I am getting conflicting answers from TurboTax and the IRS. Please assist in resolving this issue as soon as possible.
Is there is a proper way to clary the status of the transaction in Cross River Bank??

Thank you.

[CatinaT1]

If you had your fees taken out of your refund, your refund would go to Cross River first to deduct your TurboTax fees, then be forwarded to your account. If you made a mistake on your routing number and the deposit was rejected, Cross River would receive it back and an paper check would be mailed to you. 

I would think if your refund was issued on the 20th of February, you should have received a check in the mail by now.

I would call Intuit using this number, 800-335-9612, and see if they can help you.

[shadowflame724]

Giving an update. (20th Feb IRS sent the REFUND, today is 26th Mar - more than 1 month I can't understand where is my refund)
Thanks for your advice, the phone number is more valuable than a common one. 
TurboTax said about 1 week ago that they created the request to Cross River bank (but I don't really trust them, they sound absolutely incompetent - inability to check the status of the transaction in the partner's bank sounds ridiculous). Anyway, 1 week has passed, and no updates from TurboTax or Cross River.
I still can't reach Cross River bank by phone - infinite voice menu or voice mail.
Sent 3 days ago 2 mails by Post to Cross River and TurboTax with requirements to provide official information about my refund - still nothing...

[JM155]

I am having the same exact issue. Every time I call I get referred to the irs and when I call the irs they tell me they sent it to Cross River Bank. I can never get anyone on the phone with Cross River. I have been waiting since 2/24/25 for my federal refund after calling in over 40x. I have recorder conversations and I have reps telling me they reissued a check then when I call back no one knows what I’m talking about. I have multiple case numbers and I still don’t know where my money is. 

[shadowflame724]

Hi, I’m sorry you’re experiencing the same issue.

Yesterday, I received some good news, and I hope it brings you some relief. I checked the IRS “Where’s My Refund?” tool, and it now indicates that they are going to send me the check. (It appears that Cross River finally declined the transaction, and the funds have been returned to the IRS.)

Additionally, the TurboTax Care Team ([email address removed]). (I can't use that mail for replies =/// ) sent me two emails confirming that they declined the transaction and that the IRS will issue me the check.

Perhaps the postal letters had some effect—I sent two letters about 10 days ago: one to Cross River and one to TurboTax. The addresses were:

Cross River:

885 Teaneck Road, Teaneck, NJ 07666

TurboTax:

2800 E Commerce Center Place, Tucson, AZ 85706

I wrote that they must inform me about the status, or I will escalate this matter to regulatory agencies.

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Wish you will get some updates soon.