IRS Denied Economic Impact Payment on 2020 Return

My Daughter, and son-in-law, had a combined AGI of approximately $175k for 2020.  They filed a joint return with one young child as dependent. TurboTax calculated the EIP adjustment for the excess over &175k, which I have since manually confirmed was correct.  After electronically filing it took  3 1/2 months to receive a refund but they excluded the entire EIP.  When checking online it shows a long list of possible reasons but none seemed to apply.  Has anyone else experienced this.  BTW, their 2019 income exceeded $200k so they didn't receive any direct Economic Impact payments.  It is my understanding that they should re-qualify if their 2020 income was within the threshold, which it was.  Any thoughts.  Call the IRS?  That sounds like a long day on hold!