The person you spoke to at TurboTax gave you false information. TurboTax never gets the refund. If it was returned to the IRS, it was returned by the bank that you asked to have it deposited to. When the bank sends the money back to the IRS, the IRS mails a paper check. That check could have been stolen or lost in the mail Contact the IRS and ask them to put a trace on the check.
