Did you choose to pay any TurboTax fees out of your Federal refund? If so, TurboTax uses a third-party bank for that process. That's handled by a company called SBTPG (Santa Barbara Tax Products Group). The IRS would send the refund to SBTPG's bank, where the TurboTax fees are subtracted, then SBTPG's bank would send the remainder of the refund to you in a separate direct deposit. If that deposit from SBTPG's bank to your bank account (or card) failed, then it's returned to SBTPG's bank, who would then issue you a check in the mail. In some cases, SBTPG returns it to the IRS, who would then issue you a check in the mail.
So if you did use that service to pay your TurboTax fees, the first place to start is with the SBTPG website and using their refund lookup tool.
To log in, choose the "For taxpayers" portal at:
https://www.sbtpg.com/
SBTPG has a phone contact page at the following link. It also shows their business hours. Even when they are closed, you may be able to get automated info, or you can log in as above.
https://help.sbtpg.com/hc/en-us/articles/230084587-Contact-Information
