IRS says my refund was sent to Civista Bank but I have yet to receive my direct deposit or a check.

[Nambers]

I've been trying to track down my tax refund for over half a year. I first checked with Chase Bank which took months and led nowhere and now I finally get the IRS to find it and it was indeed sent to the bank that TurboTax tax uses. How is it that I have yet to receive my direct deposit or even get a check if something went wrong? My refund was sent out back in April so clearly something went wrong on Civista or TurboTaxs end so who do I get to fix this?

[DoninGA · Accepted solution]

TurboTax does not receive any kind of tax refund, federal or state.

Once a tax return has been Accepted by the IRS or a State, TurboTax receives no further information concerning the tax return or the status of any tax refund.

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 service charge deducted. The third party processor will deduct the TurboTax fees plus the 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
On this page you can also scroll down and click on Submit a request

Or https://taxpayer.sbtpg.com/

Call 1-877-908-7228

[fanfare]

contact the Better Business Bureau and your State Attorney General.

@Nambers 

[LSA44]

 When you call Civista Bank they tell you to call Santa Barbara Tax Group.  SB Tax group is an  automated system number that does not recognize your social and you can not get to a real human being. You are then asked to send an email to greedot.com help support.  I have request a tract on my refund with the IRS only to be lead right back into the above loop of Civista Bank to SB Tax Group automated response and lack of my return.   Turbo tax... The banks are holding your customers funds.   I have lost a good chunk of money.   

Find a better answer that is not cut and pasted off of the internet. 

[twinduke]

This is EXACTLY what I am going thru for my 2021 tax return that was supposedly deposited in March 2023. Not only have they lost my money and are telling me two different dates of the deposit, the refund amount is significantly lower then my original return amount. SBTPG even gave me a trace# which GREENDOT is telling me is INVALID!

[901emmanuel]

• IRS says my refund was sent to Civista Bank 

[xmasbaby0]

@901emmanuel So----you chose to pay your TurboTax fees by having the fees deducted from your federal refund.

Your tax refund was not sent to TurboTax.   TurboTax does not handle your refund at all.

Santa Barbara Tax Products Group, LLC  (SBTPG) is the bank that handles the Refund Processing Service when you choose to have your TurboTax fees deducted from your refund. This option also has an additional charge from the bank that processes the transaction. 

You can contact them SBTPG, toll-free, at 1-877-908-7228 or go to their secure website www.sbtpg.com 

https://ttlc.intuit.com/questions/2580357-who-provides-the-refund-processing-service

https://ttlc.intuit.com/community/refunds/help/who-provides-pay-with-my-refund/00/26410

How can I see my TurboTax  fees?   

https://ttlc.intuit.com/questions/2565973-how-do-i-review-my-fees-in-turbotax-online

What is Refund Processing Service?