Sbtpg says money was sent to bank not showing up in my account

[EbonyA]

You may submit a request to Santa Barbara here: https://help.sbtpg.com/hc/en-us/requests/new 

[0Kathryn0]

Did you end up receiving your refund? I ask because the same is happening to me. SBTPG says they sent it to my bank days ago but my bank doesn’t have it. How long did it take to get yours after the day they said they sent it?

[TiffanyL]

It can take up to 5 business days for your bank to deposit your tax return into your account. If the status in Where's My Refund? shows "Refund Sent," the IRS has sent your tax refund to your bank for direct deposit. If you don't receive it after 5 business days, then you should contact your bank. If it has not been received after the 5th business day, then you would need to contact the IRS directly.

If you have elected to have your TurboTax fees paid from your tax refund, you may want to see the link posted above by our specialist EbonyA where you can submit a request to Santa Barbara.

@0Kathryn0

[0Kathryn0]

I already contacted the IRS. They said I should’ve received my refund yesterday. I’ve tried contacting SBTPG numerous times and can’t get in touch with literally anyone. I contacted my bank and they said they have absolutely no pending deposits. Literally no one can tell me where my money is. 

[Cass0317]

What date does the IRS show your refund was sent on the Where’s My Refund? site? It generally takes Santa Barbara Tax Products Group (SBTPG), who administers the "refund processing service" for Intuit, 1 to 2 business days to process and forward your refund to your financial institution, after it receives them from the IRS.

Once SBTPG sends the refund to your bank it can take up to 5 business days to post to your account.

For SBTPG contact information, please click the following link: SBTPG Contact

You may also submit a request to them here.

@0Kathryn0

[0Kathryn0]

The IRS sent the refund on the 16th. SBTPG was “funded” on the 18th. Both TT and SBTPG said up to 2 business days to receive the deposit. It’s past that time frame. I still can’t get ahold of anyone at SBTPG and I’ve called literally several times an hour/every hour/all day today. My bank said I need the 15 digit trace ID because they have a strong suspicion something isn’t right with the deposit. I’m so beyond frustrated. Even the IRS rep I should’ve had my refund by yesterday. I’m at a loss of what to do. 

[Cass0317]

In this case, I would suggest contacting the IRS to initiate a trace.

When calling the IRS do not choose the first option re: "Refund", or it will send you to an automated phone line.     

• So after first choosing your language, then do not choose Option 1 (refund info). 

• Choose option 2 for "personal income tax" instead.

• Press 1 for "form, tax history, or payment".     

• Press 3 "for all other questions.

• Then press 2 "for all other questions

• When it asks you to enter your SSN or EIN to access your account information, don’t enter anything.     

• After it asks twice, you will get another menu.

• Then press 2 for personal or individual tax questions.

• It should then transfer you to an agent.

Please see the link below for the IRS phone number and hours:

How do I contact the Internal Revenue Service (IRS)?

@0Kathryn0

[0Kathryn0]

May I ask why would IRS do the trace, when SBTPG successfully received the funds from IRS. Shouldn’t SBTPG be the ones that have to trace it? 

[TiffanyL]

Creating the trace was another suggestion to help you determine where your refund is. This is a public forum and unfortunately, we cannot access personal information here. The only other suggestion we could give is for you to try contacting SBTPG again.

@0Kathryn0

[Miller118861]

now the FDIC  and FTC are involved TT you better help your customers