contacting SBTPG is the way to go... Turbo Tax doesn't receive the money.... when this gets resolved and you want to complain, suggest complaining to Green Dot's regulators as they are the parent of SBTPG
Your refund is being deposited into a Green Dot Bank bank account and then withdrawn from that bank account and forwarded to YOUR bank (net of the fees that are due to Turbo Tax).
That means that the transaction is regulated by Green Dot Bank's regulators: the OCC and the CFPB.
I would suggest that an effective way to bring up the issues you are having is to complain to the OCC and the CFPB. If there are enough complaints, these two regulatory organizations will take notice.
this is the complaint form for the OCC (note that the name of the bank is "Green Dot" be sure to use the space between the two words)
https://appsec.helpwithmybank.gov/olcc_form/
for the CFPB:
https://www.consumerfinance.gov/complaint/
