There are two scenarios here.
1. You asked for your refund to be put on a money card.
2. You asked to have your fees deducted from your refund.
In both cases, your refund is sent to a third party bank, who deducts the fees (if you asked for that service), and deposits the rest of the money in your regular bank account, or puts it on a money card (if you asked for that).
If TPG can't process the refund, they should contact you, but sometimes they don't. (Has your address, email or phone number changed? Have you checked your spam folder?). In some cases, if they can't verify the destination of the money, they return funds to the IRS and the IRS will mail a check, but this takes several weeks.
Contact TPG to follow up with them.
