My refund says it was sent. But I still haven't received it. Who do I contact to see what the problem is if there is one?

[JeanneLO]

If this is for your Federal refund, the IRS handles your refund. The date on their website is the date the IRS will send it to your bank, however it could take a day or more to see the funds in your bank. You can call the IRS toll-free at 1-800-829-1040 if you still need to contact them after reading the information below:

Here is an FAQ from the IRS. 

What is happening when Where’s My Refund? shows my refund’s status as approved?

We’ve approved your refund. We are preparing to send your refund to your bank or directly to you in the mail. This status will tell you when we will send the refund to your bank (if you selected the direct deposit option). Please wait 5 days after we’ve sent the refund to check with your bank about your refund, since banks vary in how and when they credit funds. (It could take several weeks before you receive a mailed refund check.)

 https://www.irs.gov/refunds/tax-season-refund-frequently-asked-questions

If this is for a state refund please contact your state office after the 5 day recommended wait time:

https://ttlc.intuit.com/replies/3300211

[vtramonte]

I filed using TurboTax. The IRS website says my federal refund was accepted and the payment was sent on the 15th (assuming to the direct deposit account I provided to TurboTax). But I still haven't received it. I use Chime bank and they credit money to your account almost instantly, not like traditional banks which take 3-5 days or longer to process payments. With that being said, I also would like to ask where my Stimulus check is since they said it was sent to turbotax instead of my account information directly.

[LadyLee1965]

irs said they sent my refund.  turbo tax emailed me a day prior to be on the look out that it could possibly show up that same evening.. it hasnt.. a day later it's still not there.. what is holding up receiving this refund?  is turbotax delaying my payment?  I am not understanding why it's not been seen as deposited into my account when both turbo said to expect it as well as the where's my refund irs.gov site shows it's been sent.  what is going on ?

[mesquitebean]

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@ LadyLee1965 wrote:

irs said they sent my refund.  turbo tax emailed me a day prior to be on the look out that it could possibly show up that same evening.. it hasnt.. a day later it's still not there.. what is holding up receiving this refund?  is turbotax delaying my payment?  I am not understanding why it's not been seen as deposited into my account when both turbo said to expect it as well as the where's my refund irs.gov site shows it's been sent.  what is going on ?

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Did you choose to pay any TurboTax fees out of your Federal refund?

If you chose to pay any product fees out of your Federal refund, the funds go first from the IRS to an intermediary bank where the fees are subtracted.   Then that intermediary bank sends the rest to your bank account (or card) in a second direct deposit.  The company that handles that is called SBTPG (aka Tax Products Group.)

If you're sure the IRS has released and sent your funds (check with the IRS "Where's My Refund" tool), you can log in to your temporary account at SBTPG to see the status of your funds.

To log in, choose the "For taxpayers" portal at:
https://www.sbtpg.com/

Then choose "Check with TPG."

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

[lisa0714]

Hi can I ask if your refund was ever issued to your card and what was the problem,if any? thanks .the exact same thing is happening to me now.

[lisa0714]

hi,im having the exact same issue right now. dis you ever get your deposit? what was the problem if any? 

[Cass0317]

Once your refund shows sent on the IRS Where’s My Refund? tool, it can take up to 5 business days for your refund to post to your account. If you used the Refund Transfer Option (your TurboTax fees deducted from your refund) please follow the below instructions below, as mesquitebean posted above, to check the status of your refund.

Follow the steps below to track your refund when using the Refund Processing Option:

Step 1 - Check with the IRS

Get the status of your Federal tax refund by visiting the IRS "Where's My Refund?" page. 

Check the status of your refund - Where's My Refund?

The tracker displays progress through three stages: Return Received/Processing > Refund Approved > Refund Sent

Step 2  - Check with TPG

Once you have confirmed that your refund has been released by the IRS and you have selected a Refund Transfer from Santa Barbara TPG you may check the status of your Refund Transfer by visiting our website. 

Check the status of your Refund Transfer - TPG Checking on your Refund

@lisa0714

[cblueeyes33]

TPG still has my refund. They say a cashiers check was issued but here it is almost a month later and Ive received NOTHING! This is criminal! I have used Turbotax for years but never again and I will make sure to tell everyone I know about TurboTax and SBTPG stealing my money! I filed a complaint with BBB. Im getting a lawyer and Im going to the news stations if I dont have my refund by Friday!

[SForrestLO]

In this public forum, we cannot diagnose why your refund has been reduced. For additional information, please see this Help Article or this TurboTax blog