@ yvonne-casas wrote:
Hello,
I did verify my information all is correct. I have been a TT customer for 10+ years. I have always requested direct deposit for my tax returns. I tried to cash my tax refund cashier's check from Green Dot Bank at Walmart money services. The representative declined stating my name has to be exactly the same as what is on my DL? I have an account w/Green Dot Bank. My DL has all of my legal names listed. My first name, mothers maiden name, adoption last name, married last name. I use my first name and my married last name on all my documents for the past 15 yrs. There is no one with the same name in the state of Arizona. I'm so frustrated.....I can't reach a live person to assist me w/my issue. I filed my taxes w/TT . TT filed with IRS.....IRS released my tax return …..TT sent me a paper check with Green Dot Bank as the issuer. I want my refund that Internal Revenue Service processed......IRS CHECK NOT FROM TPG PRODUCTS!
Normally a refund direct deposit would go directly from the IRS to a person's bank account, and in that situation that process has nothing to do with TurboTax. It only takes a detour and involves a TurboTax affiliate when a user chooses to pay the TurboTax fees out of the Federal refund. In that case, a refund goes to an intermediary bank, as I described above.
You wrote: "TT sent me a paper check with Green Dot Bank as the issuer."
TPG (aka SBTPG) is also a Green Dot company and often uses Green Dot Bank as the sender of a check for a failed direct deposit for folks who chose to pay the fees out of the Federal refund.
If you chose to pay your TurboTax fees out of your refund, then TPG handles that. Did you try the lookup tool at the SBTPG website? Choose the taxpayer portal at:
https://www.sbtpg.com/
TurboTax is not a bank and can't receive and handle the actual direct deposits. That's why they use a third party-- SBTPG, a Green Dot company--and their banks to perform the service.
Maybe there's more to the story that I'm not understanding, but that's how it works in the usual situation. This is a user community forum. No one here can tell you anything specific about your payment. All we can do here is tell you how that process works. Unfortunately, nothing specific is going to be resolved here, but we can tell you whom to contact.
You can either phone SBTPG to ask about it (since Green Dot was involved in the process), or you can phone TurboTax Support, or you can phone both. I'd phone SBTPG first, since your check came from Green Dot.
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 at the SBTPG link I provided above. But you'd have to phone to speak to one of their live agents.
https://help.sbtpg.com/hc/en-us/articles/230084587-Contact-Information
If you want to speak to someone at TurboTax Support and see if they can explain your situation, here's how:
Support hours are 5AM-9PM Pacific (8AM-12 Midnight Eastern), 7 days/week
FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632
