If they are sending a new card, it probably has a new account number. Maybe that's why they told you they didn't see any money if they looked under the first card. I don't know why you are seeing it and they can't.
This is user community forum mainly for TurboTax. No one will know anything specific about your Card account here. You'd have to call Customer Service for the TurboTax Prepaid Visa Card for assistance with any card account issues. If you already talked to them, you may need to call them back and see how they explain everything you are experiencing. (888) 285-4169.
