The IRS is making assumptions that since the federal tax refund was being routed to a third party bank other than the bank you selected for direct deposit, it was due to a refund anticipation loan, which it was not.
Since SBTPG has told you the federal tax refund was returned to the IRS then the IRS should be sending you a check in the mail for the refund.
The issue is between the SBTPG and the IRS. TurboTax has no information on the refund once the tax return has been filed and accepted by the IRS and cannot legally intervene with the IRS.
Have the IRS put a trace on the refund since you never received the refund.
Go to this IRS website for information on tracing the refund - https://www.irs.gov/faqs/irs-procedures/refund-inquiries/refund-inquiries-0#:~:text=If%20you%20lost%...).
