Not sure who you mean by "you guys"----but TurboTax does not have your refund and never touches your refund. If you provided incorrect banking information to the IRS and the bank refused the direct deposit, then the IRS will issue a check and mail it to you.
If you were having your TurboTax fees deducted from your refund then the third party bank that handles the refund processing will have to issue and mail your check.
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
If you chose to have your TurboTax fees deducted from your federal refund, then the deposit goes back to the third party bank that handles refund processing, and that third party bank will mail you a check. It will come in a plain envelope via first class mail so make sure you open all mail and do not assume anything is junk mail without opening it.
**Disclaimer: Every effort has been made to offer the most correct information possible. The poster disclaims any legal responsibility for the accuracy of the information that is contained in this post.**
