My return was paid out Feb. 26 but I still haven't had those funds posted to my account. They were sent to "Green Dot Bank" and that was over a month ago. What do i do?

[mesquitebean]

It sounds like you chose to pay the TurboTax fees out of the Federal refund.  Is that correct?   I'll tell you how to log into the intermediary company SBTPG to check on it and how to phone them, if necessary.

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

[riebecm]

sbtpg says "Green Dot powered card. Please allow 1-2 business days for this deposit to reach your account" as of February 25, 2019.  I'm still not clear why it says its paid by card.  I selected direct deposit to my personal account which appears to be contrary to what they're saying.  I've received nothing in the mail from sbtpg, green dot, the irs, or intuit in calendar year 2019.

[mesquitebean]

By Green Dot "powered" card I suspect that meant a "prepaid" card?

You can print out a page of your return called the Filing Instructions to see where the refund was supposed to be sent.
The return itself should also show the bank routing and account numbers.  But the numbers on the return will likely show SBTPG bank's numbers, not your own bank account.

Please phone SBTPG during business hours on Tuesday to see exactly where they sent it.  You can use the contact link above.

If it happened to go to a Turbo Prepaid VISA Card, you can phone the Turbo Card's customer service at  (888) 285-4169.

If you need to speak to  TurboTax Support during business hours:

FAQ:  What is the TurboTax phone number?
<a rel="nofollow" target="_blank" href="https://ttlc.intuit.com/questions/1899263">https://ttlc.intuit.com/questions/1899263</a>

[mesquitebean]

@riebecm   I added something above, but you returned while I was still posting it.  If you look at the bank account and routing numbers on your return, you'll likely see numbers you don't recognize, which are likely the numbers for SBTPG.   See what the Filing Instructions page has to say.

[riebecm]

Yeah I saw your second message.  Not sure how much can be done at this hour but I appreciate your help.

[mesquitebean]

They're not open this time of night.  The business hours are displayed on that contact page.

[riebecm]

Got it

[riebecm]

SBTPG states that they sent the funds to Green Dot Bank.  In going through Green Dot Bank's hotline, they do not have information/accounts with my information and I cannot get through to a person.  Again, it has been exactly one month (February 26, 2019) since they received my refund and i haven't received it.  Please advise

[mesquitebean]

Green Dot Bank is the administrator of the Turbo Prepaid VISA Card, just like all credit/debit cards have a bank underlying them.    If you chose that option, you don't phone Green Dot Bank directly but the Turbo Prepaid VISA Card customer service as I mentioned above.  If you can't reach anyone there, then see the below.

How is Green Dot Bank involved?  Did you have a personal checking account there at Green Dot Bank, or did SBTPG send it to a Turbo Prepaid VISA Card administered by Green Dot?    If so, did you receive the Turbo Prepaid VISA Card in the mail after you filed?

As I also mentioned above, please phone TurboTax Support and let them advise you.  I left this link above, but here it is again:

FAQ:  What is the TurboTax phone number?
<a rel="nofollow" target="_blank" href="https://ttlc.intuit.com/questions/1899263">https://ttlc.intuit.com/questions/1899263</a>

[riebecm]

The Turbo Prepaid VISA Card customer service is the EXACT SAME automated system as the Green Dot Bank system and churns out the EXACT SAME response.  I'll be calling the TurboTax number but this is beyond ridiculous at this point.  

[mesquitebean]

I have no way of knowing what numbers you phoned.  That number I provided is not the main Green Dot number though (it answers as "Turbo Card"), so I wanted to be sure you were not phoning main Green Dot..   If you've already done something, then ignore it.   TurboTax Support will need to advise you.   If you have any trouble with Support, I can ask a Moderator to look at this thread.

[riebecm]

I mean come on man, I've dialed the number you posted on this thread for Turbo Prepaid Visa card and sbtpg which you provided, and the Green Dot Bank number listed on their website, the same system as the turbo number you provided.  You're spinning me in absolute circles with no answers.

[mesquitebean]

I told you specifically how to contact all the parties that could be involved.  
Have you spoken to the folks at TurboTax Support?  If so and that was unsuccessful, I'll ask a TurboTax Moderator to tell you what to do.