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If you requested to have the TurboTax account fees deducted from your federal tax refund, the IRS will send the refund to a third party processor to have the fees and the $40 service charge deducted. The third party processor will deduct the TurboTax fees plus the $40 service charge and then attempt to direct deposit the remaining refund balance into the account that you entered on your tax return.

For the status of your tax refund you will need to contact the third party processor, Santa Barbara Tax Product Group, using their website - https://www.sbtpg.com/

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

Call 1-877-908-7228

Or email - TPG-CSsupport@greendotcorp.com

There are two scenarios here.

1. You asked for your refund to be put on a money card.

2. You asked to have your fees deducted from your refund.

In both cases, your refund is sent to a third party bank, who deducts the fees (if you asked for that service), and deposits the rest of the money in your regular bank account, or puts it on a money card (if you asked for that).  

If TPG can't process the refund, they should contact you, but sometimes they don't.  (Has your address, email or phone number changed?  Have you checked your spam folder?).  In some cases, if they can't verify the destination of the money, they return funds to the IRS and the IRS will mail a check, but this takes several weeks.

Contact TPG to follow up with them.