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.
You can check here to see if the IRS has released your refund:
https://www.irs.gov/Refunds
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
