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.
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
They aren't releasing my refund at all, they are holding it hostage and I have been hung up on 4 times now trying to get a live person on the phone. The IRS keeps referring me back to them because they sent my money. It should have been deposited into my account already without issue. This is unacceptable at this point.
In this public forum, we do not have access to any information regarding refund processing. It would be necessary to try contacting TPG again for additional information. You can also check out this TPG Help Article to check on your refund again.
This reply is unhelpful and contradicts your co-workers response above that states you guys are aware of the issue and are working to help resolve it. Is that not true? Also, TPG is not responding and I continue to get hung up on when calling them. Where am I supposed to turn when TPG is avoiding responding?
@samanthaachenbac There was, in fact a known issue for some customers who had received lower refunds a few weeks ago. That issue has been resolved. However, there are a number of other reasons that the refund might be delayed. In most cases, it is being held up by the IRS. This would be the case, for example, if the reconciliation of either the Recovery Rebate Credit (stimulus payment) or the Advanced Child Tax Payments does not match what the IRS has on file. An IRS offset procedure would also be a reason for a delay. Any of these issues would be with the IRS, and not with TurboTax nor SBTPG.
In this user forum we cannot address refund processing issues. We do not have access to how much was claimed, nor how it is processed. The sites provided as a link by MoniqueLO can grant you an online access to what the IRS and SBTPG have for your account; we here do not have access to that. You are certainly welcome to continue to try to contact TurboTax' phone customer support by clicking on this link here, or you can use the links above to contact SBTPG or even the IRS. We can certainly appreciate your desire and right to obtain an answer on what is happening on your account and get a resolution. Regretfully, in this forum, we cannot provide any additional information.