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Level 2

Question

My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

Forum|Forum|7 years ago
June 7, 2019
30 replies
39 views

The IRS gave me the routing number of my federal return and they said back on March 7th, then transferred it to the Green Dot Bank. They in turn are supposed to take out the money I owe for using turbotax. Over a month later, I still don't have my return and when I tried to call the turbotax support, they hung up on me both times after I explained my situation. One even said "hold on while I create the ticket number", then hung up after a few minutes. I feel stranded as there is no other way to reach them and I feel ripped off. Has anyone else experienced this and how do I solve it?

TurboTax Deluxe Online

NjoyBhappy

Level 6

Did you by chance use the Refund Processing Service (which is an optional service that allows you to have your fees taken out of your refund instead of paying with your credit or debit card)?

If you selected Refund Processing to pay for TurboTax fees out of your federal refund:

The IRS will first send the refund to a third party bank who will then send TurboTax a payment and then send the refund to your bank.
You may contact SBTPG, toll-free, at 1-877-908-7228 or go to their secure website www.sbtpg.com if you need more information.

See TurboTax FAQ: https://ttlc.intuit.com/replies/4233182

geedeb1Author

Level 2

The IRS gave me the routing numbers that they transferred it to and it was Green Dot Bank. Thank you for the replies, I will try those today.

ELI3

Level 2

Same here man I dont even know what to do

mesquitebean

Level 15

@ELI3 wrote:
Same here man I dont even know what to do

I'll tell you how all that works and how to check on things.

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

ELI3

Level 2

Did you even end up getting it

Loneell

Level 2

I feel the same way right now I was approved for advance refund I have a temporary Visa TurboTax card for online and I was still not able to use it they told me that their systems are down

KimmyD79

Level 2

Turbo in the past and never had as much trouble as I did this year. I paid the same in fees as I would have if I went and had them done then I chose to get the rapid refund advance and the email with the link for the temporary card doesn’t work. It goes to the card site and says sorry I will have to wait until the card arrives. That is false advertisement... it’s ridiculous and now I have spent the entire day trying to get someone to answer the phone and nothing!! Was on hold three separate times equaling 3 hours.

jessec1s

Level 2

This is extremely disappointing; I wrapped up my taxes and assumed my bank account would carry over like it had in the past. I should have known better; bad judgment on my end for not double checking. I think it is pretty awful that TurboTax would assume green dot is something I would want.

TerukoL

Level 13

If you created a Turbo Visa Debit Card online account and have funds available but you’re unable to use your temporary card number for online purchases, call us toll-free at 1 (888) 679-8122.

If you received a Refund Advance last year, you’ll need to create a new account to see your Refund Advance funds for this year. You won’t see the funds if you log in with the account you made last year.

Here is more information: https://ttlc.intuit.com/community/refunds/help/about-the-refund-advance-temporary-card/00/27511

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bforsythe

Level 2

I was suppose to get my refund march 4 according to the IRS. I went through turbo tax, my refund was suppose

to be put on a Green Dot Card. I have called for two months, no one will talk to me. As far as Turbo Tax they

said there is nothing they can do to call Green Dot. Well that's a dead end road as well can not get any customer service. I have called and called on hold for hours and still no answer. I have written and emailed

and have not gotten any reply. I guess someone is enjoying my refund. It just makes me so angry not to get to speak to anyone. There has got to be a way to actually speak to a real person.

khuckeby88

Level 2

Im in the same boat 5 months later. Did you receive your money yet??

Mshabpareh

Level 2

Actually mine is the state refund. I even got an alert saying the refund was posted. Direct Deposit posted but it it is not in my account and I talked to 15 people and no one helped me. Now I have to go to my state and stay that Green DOT is a fraud and they still people' s money. For 10 years I have used Turbo Tax but if I don't get my money from Green DOT, Turbo Credit Debit I am not going to use Turbo tax anymore. So I better get my refund posted to my card ASAP. Or I have file a complaint with FTC and Better Business Bureau that the turbo tax debit card is a fraud.

CassLO

Level 11

@Mshabpareh Does your state refund show it was sent? Please see the link below on how to check your state refund: How do I track my state refund?

Once your refund status on the State website shows "Refund Sent" it can take 1 to 5 business days for the financial institution to deposit fund into your account.

I would also verify you state refund method by following the instructions below:

To verify this information, please follow these steps to print or view your TurboTax Electronic Filing Instructions Page. The banking and withdrawal information can also be printed/viewed on your Federal Information Worksheet Part V, and the State Information Worksheet, Part VI.

Follow these steps to view/print your instruction page:

· Sign back into your TurboTax online account

· Scroll down and click "Add a State" (This is just a way to get you back into your tax return)

· Next select "Tax Tools" (left column) and then "Print Center"

· Select "Print, save, or preview this year's return"

· Check the boxes for your Federal and State returns (this will open further options)

· Choose to include the government and TurboTax worksheets

· Then click "View or Print Forms".

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Jroten44

Level 2

I used free edition and chose to receive my refund by check. IRS says it was direct deposited 04/08! It has been direct deposited to a Green Dot account that I don’t have!!!

AkinaLO

Level 15

Your card should arrive in the mail within 5-10 business days. If it has been longer than 5-10 business days, please contact Turbo Prepaid Visa at (888) 285-4169.

You can also report your card lost or stolen through this link, you'll need your account number. https://secure.turboprepaidcard.intuit.com/login

If you need to find your card account number, look at the bottom of your 1040 tax return in the direct deposit area.

This page will show you more about the Prepaid Debit Card. https://ttlc.intuit.com/replies/6419975

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W a y n e 599

Level 2

Okay I've got a letter that says they sent it to a Green Dot bank but I have not received the card it's been more than 10 days

Jroten44

Level 2

No card account number there!! Just a routing and checking account number that I didn’t input!! I will report this, as this wasn’t authorized!

CassLO

Level 11

@Jroten44 The routing and account number is Green Dot bank that works with the TurboTax Debit Card. When you choose to get your Federal tax refund deposited to a Turbo Visa Debit Card, TurboTax works with Green Dot to get the right account info to the IRS (and/or the State) to make sure the money gets put on your card. As soon as the IRS approves your refund, the money gets electronically deposited to your card.

If it is past 10 business days and you have not received your card, please click here for the customer care phone number. When you call the number follow the steps below :

Listen to the recording
Press 2 to continue using the automated system.
The system will ask you to enter your 16 digit card number or if you don't know it, enter your social security number (do not enter either one of these)
The system will then say " To report a card lost, stolen, or never received, Press 1", then press 1
Press 2 for the option of " have not yet received your card".
Next you will be prompted to enter your social security number, zip code, and birth date.

When will I receive my Turbo® Visa® Debit Card?

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Jroten44

Level 2

Didn’t choose to get my federal refund on a turbo visa debit card! I don’t even have a card and did taxes 03/24! Money was deposited to someone’s green dot account 04/08! I chose paper check by mail for federal and state refund!

jessec1s

Level 2

The entire process is extremely inconvenient; we don't even know how Green Dot was selected. I've been using the same bank account for years. I just sucked it up, instead of dealing with the phones, I got the debit card and linked it up to venmo to put the money into my checking. Definitely the last time I'll be using turbo tax.

CassLO

Level 11

When you check your refund method on your tax return, does it show you choose a paper check?

How do I review the federal refund method I chose after filing with TurboTax Online?

If your refund was sent to someone else's card, it should be rejected and sent back to the IRS because the name would not match. IRS will correct any agency errors. Contact an IRS customer service representative by calling: How do I contact the Internal Revenue Service (IRS)? (The IRS is not taking calls at this time)

Note:

You will need to follow the prompts in order to speak to an IRS agent. There is a high call volume this time of year.

When calling the IRS do NOT choose Option 1.

Choose Option 2 after you choose the language.

Then Press 1

Then Press 3

Then Press 2, it will then transfer you to an agent.

Please see the links below for more information: