Well TT never handles your refund so they cannot tell you anything.
Once released the refund will go where you told the IRS to send it. If it was to go directly to your bank account and your bank rejected the deposit then it went back to the IRS and a paper check would be mailed to the address on the return. If you check with the IRS and the tool says the refund was issued then you need to find out where it went.
Now did you request the TT fees to be withheld from the federal refund ? If so your refund went to the processing bank where the TT fees are withheld and the balance of the refund is sent to your bank. Check with them.
For the status of your tax refund you will need to contact the third party processor, Santa Barbara Tax Product Group, using their website - https://www.sbtpg.com/
Tax Products Group Contact Information - https://help.sbtpg.com/hc/en-us/articles/230084587-Contact-Information
On this page you can also scroll down and click on Submit a request
Or https://taxpayer.sbtpg.com/
Call 1-877-908-7228
