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saberdanes
New Member

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

 
7 Replies
mesquitebean
Level 15

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

Did you have any TurboTax fees that you chose to pay out of the Federal refund?  If so, the funds go first from the IRS to a temporary account at an intermediary bank where the fees are subtracted.   Then that intermediary bank sends the rest of the funds on to your bank (or card.)   If you used that method to pay fees, and if the IRS has actually released the funds, we can tell you how to check on the funds at the level of the intermediary company.
mesquitebean
Level 15

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

Also there has less commonly been some users who have had brokerage accounts that they didn't realize they used for the direct deposit, since the brokerage account had a routing and account number.  So be sure you didn't have it sent to your brokerage account's bank instead of your actual bank checking account.
saberdanes
New Member

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

A month it's taking?  I think I've been robbed as I can't get a live person for TurboTax, I'll have to report it to the IRS, I've never had issues all the time I've used TurboTax, never again
mesquitebean
Level 15

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

You didn't answer either of the questions above.  The first comment was the most important one in tracking it down.  So I can't comment any further until you do.   Did you pay any TurboTax fees out of your Federal refund or not?

Yes, the IRS can verify where the deposit was sent, but if you answer the above, especially the first one, we may be able to tell you how to check on it.    

We can tell you how to reach a live person at TurboTax Support, but they may not be able to tell you anything additional without the above info.
saberdanes
New Member

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

I think I paid that way but I get back more than charges so it shouldn't be held so long if that's the case
mesquitebean
Level 15

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

Use the info I will provide below on how to check on it.   You can log into your temporary account at the intermediary company SBTPG
mesquitebean
Level 15

Irs sent refund last month, account numbers correct yet bank can't find it and TurboTax help phone is 0 help

If you chose to pay your TurboTax fees out of your Federal refund, your funds will first go from the IRS to a temporary account at an intermediary bank--either Civista Bank of Sandusky, Ohio, or Green Dot Bank.  At the intermediary bank the fees are subtracted, then the rest of your funds are sent on to your bank (or prepaid debit card) in a second deposit.  The company that handles that is SBTPG (Santa Barbara Tax Products Group.)

Less commonly there can be delays at the intermediary bank, and additional ID info, etc. might be required.

If for any reason the second deposit fails (the one that is actually to your bank or card), it will bounce back to SBTPG's bank who will issue you a paper check in the mail.

Once the IRS has released your funds, you can log in to your temporary account at SBTPG to see the status of your funds.

To log in, choose the taxpayer portal at:
https://www.sbtpg.com/

SBTPG has a phone contact page at the following link. It also shows their business hours.  Even when they are closed, you may be able to get automated info, or you can log in as above.

https://help.sbtpg.com/hc/en-us/articles/230084587-Contact-Information
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