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Level 1

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

 
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Level 20

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

Here's how to phone Customer Service at the TurboTax Prepaid VISA Card:   (888) 285-4169.

As for the IRS:

IRS:  800-829-1040  hours 7 AM - 7 PM local time Mon-Fri

Listen to each menu before making the selection.
 
First choose your language. Press 1 for English.

  • Then do NOT choose the first choice re: "Refund", or it will send you to an automated phone line.
  • Instead, press 2 for "personal income tax".
  • Then press 1 for "form, tax history, or payment".  
  • Then press 3 "for all other questions."
  • Then press 2 "for all other questions."  It should then transfer you to an agent, but there is likely to be a long wait.
I usually use a speakerphone so I can work on something else while waiting.

8 Replies
Level 20

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

Did you prepare the 2017 return in either Online or Mobile App?  If so, when you log into your Online TurboTax account, go to the section "Your Tax Returns & Documents".  Expand that section and choose 2017.    What is shown there for "return status?"
Level 1

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

It says accepted in status.
Level 20

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

Are you just now checking on this for the first time?   Or have you spoken to  the IRS and/or the TurboTax Card customer service previously?
Level 1

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

Just now hoping to resolve the issue, and without contacting IRS. I knew it never was deposited. I will make contact.
Level 20

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

The only other possible link in the chain other than those 2 would be if you chose to pay any TurboTax fees out of the Federal refund.  That process uses an intermediary bank to first receive your refund.  If you DID use that service, we can tell you how to check there.

So it's time for detective work.   I'd probably check with the IRS first, to verify where it was sent, or if it was.   It's kind of a coin toss to decide who to call first.
Level 1

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

Yes I received a couple emails for balance due from turbo tax a couple months after I should have received my refund with the fees deducted. But they stopped after another month or so.
Level 20

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

Aha.  There continues to be more twists to this story.  It started off sounding relatively simple and gets more complicated.

If you chose to pay TurboTax product fees out of your Federal refund, and if TurboTax billed you for product fees a couple months after you filed, they would do that in one of two circumstances--either your refund was held up and delayed for a long time at the IRS, or the IRS reduced your refund to the point where it no longer covered the TurboTax product fees.   Normally if you were emailed bills and didn't pay, TurboTax would have debited your bank account.

Again, I'd start with the IRS to see if you even ultimately had a refund that they sent.  When fees are paid out of the refund, the IRS first sends the funds to a third-party company SBTPG, who uses either Green Dot Bank or Civista Bank to receive the funds.  Then that bank would have paid the TurboTax fees and sent the deposit on to your TurboTax Prepaid VISA Card.  But if TurboTax was billing you, it implies there was not a refund,  unless one was forthcoming later.
Level 20

Last year's refund was accepted, I received the turbo card, created online access & never received the refund deposit. How can I find out any thing about that!?

Here's how to phone Customer Service at the TurboTax Prepaid VISA Card:   (888) 285-4169.

As for the IRS:

IRS:  800-829-1040  hours 7 AM - 7 PM local time Mon-Fri

Listen to each menu before making the selection.
 
First choose your language. Press 1 for English.

  • Then do NOT choose the first choice re: "Refund", or it will send you to an automated phone line.
  • Instead, press 2 for "personal income tax".
  • Then press 1 for "form, tax history, or payment".  
  • Then press 3 "for all other questions."
  • Then press 2 "for all other questions."  It should then transfer you to an agent, but there is likely to be a long wait.
I usually use a speakerphone so I can work on something else while waiting.