topic My federal return was sent to TurboTaxe's Green Dot Bank. What can I do? in After you file

My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

geedeb1 — Fri, 07 Jun 2019 23:36:33 GMT

The IRS gave me the routing number of my federal return and they said back on March 7th, then transferred it to the Green Dot Bank. They in turn are supposed to take out the money I owe for using turbotax. Over a month later, I still don't have my return and when I tried to call the turbotax support, they hung up on me both times after I explained my situation. One even said "hold on while I create the ticket number", then hung up after a few minutes. I feel stranded as there is no other way to reach them and I feel ripped off. Has anyone else experienced this and how do I solve it?

Did you by chance use the Refund Processing Service (whic...

NjoyBhappy — Fri, 07 Jun 2019 23:36:34 GMT

Did you by chance use the Refund Processing Service (which is an optional service that allows you to have your fees taken out of your refund instead of paying with your credit or debit card)?

If you selected Refund Processing to pay for TurboTax fees out of your federal refund:

The IRS will first send the refund to a third party bank who will then send TurboTax a payment and then send the refund to your bank.
You may contact SBTPG, toll-free, at 1-877-908-7228 or go to their secure website www.sbtpg.com if you need more information.

See TurboTax FAQ: https://ttlc.intuit.com/replies/4233182

The IRS gave me the routing numbers that they transferred...

geedeb1 — Fri, 07 Jun 2019 23:36:36 GMT

The IRS gave me the routing numbers that they transferred it to and it was Green Dot Bank. Thank you for the replies, I will try those today.

Did you ever find out anything.

ladyterranzes2k1 — Fri, 07 Jun 2019 23:36:38 GMT

Did you ever find out anything.

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

ELI3 — Fri, 12 Jul 2019 19:57:28 GMT

Same here man I dont even know what to do

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

mesquitebean — Fri, 12 Jul 2019 21:09:40 GMT

@ELI3 wrote:
Same here man I dont even know what to do

I'll tell you how all that works and how to check on things.

If you chose to pay your TurboTax fees out of your Federal refund, your funds will first go from the IRS to a temporary account at an intermediary bank--either Civista Bank of Sandusky, Ohio, or Green Dot Bank. At the intermediary bank the fees are subtracted, then the rest of your funds are sent on to your bank (or prepaid debit card) in a second deposit. The company that handles that is SBTPG (Santa Barbara Tax Products Group.)

Less commonly there can be delays at the intermediary bank, and additional ID info, etc. might be required. If for any reason the second deposit fails (the one that is actually to your bank or card), it will bounce back to SBTPG's bank who will issue you a paper check in the mail.

Once the IRS has released your funds, you can log in to your temporary account at SBTPG to see the status of your funds.

To log in, choose the taxpayer 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

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

ELI3 — Sun, 14 Jul 2019 17:15:55 GMT

Did you even end up getting it

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

JPL1 — Fri, 17 Jan 2020 14:01:28 GMT

I'm curious as to whether anyone else had trouble like that, before I use my TurboTax Green Dot Bank for my taxes this year 2020.

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

Loneell — Wed, 29 Jan 2020 04:31:26 GMT

I feel the same way right now I was approved for advance refund I have a temporary Visa TurboTax card for online and I was still not able to use it they told me that their systems are down

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

KimmyD79 — Thu, 30 Jan 2020 21:33:15 GMT

Turbo in the past and never had as much trouble as I did this year. I paid the same in fees as I would have if I went and had them done then I chose to get the rapid refund advance and the email with the link for the temporary card doesn’t work. It goes to the card site and says sorry I will have to wait until the card arrives. That is false advertisement... it’s ridiculous and now I have spent the entire day trying to get someone to answer the phone and nothing!! Was on hold three separate times equaling 3 hours.

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

jessec1s — Thu, 06 Feb 2020 23:53:33 GMT

This is extremely disappointing; I wrapped up my taxes and assumed my bank account would carry over like it had in the past. I should have known better; bad judgment on my end for not double checking. I think it is pretty awful that TurboTax would assume green dot is something I would want.

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have...

TerukoL — Thu, 06 Feb 2020 23:59:17 GMT

If you created a Turbo Visa Debit Card online account and have funds available but you’re unable to use your temporary card number for online purchases, call us toll-free at 1 (888) 679-8122.

If you received a Refund Advance last year, you’ll need to create a new account to see your Refund Advance funds for this year. You won’t see the funds if you log in with the account you made last year.

Here is more information: https://ttlc.intuit.com/community/refunds/help/about-the-refund-advance-temporary-card/00/27511

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

arianac — Wed, 19 Feb 2020 22:10:58 GMT

@mesquitebean This was exactly what I needed to do. Thanks so much for your help!

Re: Did you by chance use the Refund Processing Service (whic...

a_stahl13 — Thu, 27 Feb 2020 01:41:33 GMT

I used that and called the IRS today and they said it was deposited into green dot bank. I've never had this issue and have paid to file my taxes the last 3 years and I've always gotten them earlier than I was dated for. How soon does green dot send them over?

Re: Did you by chance use the Refund Processing Service (whic...

LindseyLO — Thu, 27 Feb 2020 01:48:44 GMT

This is normal, don't worry. Sometimes it takes your banking institution a day or two actually process your refund into your account. You can check with your banking institution to see if they have received it.
If you still do not receive it in a timely manner help with contacting the IRS has been provided below.

https://ttlc.intuit.com/community/refund-status/help/what-if-my-irs-refund-is-taking-longer-than-21-days/00/26080

Re: Did you by chance use the Refund Processing Service (whic...

Michelle41 — Tue, 03 Mar 2020 15:08:41 GMT

My return was sent to the green dot bank on Feb 26th 2020 and the irs have told me this 2 times already. Green dot bank doesn't show that they have my money. It said if I didn't get it by March 2nd then to call the irs and that is what I did and they did confirm 2 times that it was sent to the green dot bank on the 26th. I haven't EVER had a issue with my refund money and usually get it when it says it was sent. I normally use H and R block. I want to know where my money is and I can't get ahold of anyone at green dot bank I wait and wait then it hangs up on me. There is going to be many people next year not use TurboTax because of this issue!!! How do I talk to a actual person at green dot bank?!?!

Re: Did you by chance use the Refund Processing Service (whic...

CassLO — Tue, 03 Mar 2020 17:02:52 GMT

@Michelle41 Once your refund status on the IRS shows "Refund Sent" it can take approximately 1 to 5 business days for the financial institution to deposit fund into your account.

Please click here for the TurboTax Visa Debit Card phone number and don't choose option 2(to get a representative), it will repeat a few times then you will get more options.

You can also submit a request for assistance here: Submit a request – TPG - Taxpayer

Did you have your fees deducted from your refund? If so, you can check the status of their refund can use this link too: TPG Checking your Refund

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

bforsythe — Mon, 06 Apr 2020 15:53:03 GMT

I was suppose to get my refund march 4 according to the IRS. I went through turbo tax, my refund was suppose

to be put on a Green Dot Card. I have called for two months, no one will talk to me. As far as Turbo Tax they

said there is nothing they can do to call Green Dot. Well that's a dead end road as well can not get any customer service. I have called and called on hold for hours and still no answer. I have written and emailed

and have not gotten any reply. I guess someone is enjoying my refund. It just makes me so angry not to get to speak to anyone. There has got to be a way to actually speak to a real person.

Re: My federal return was sent to TurboTaxe's Green Dot Bank. Two months later I still don't have my refund they owe me and their techs hung up on me twice. What can I do?

Mshabpareh — Thu, 09 Apr 2020 22:22:11 GMT

Actually mine is the state refund. I even got an alert saying the refund was posted. Direct Deposit posted but it it is not in my account and I talked to 15 people and no one helped me. Now I have to go to my state and stay that Green DOT is a fraud and they still people' s money. For 10 years I have used Turbo Tax but if I don't get my money from Green DOT, Turbo Credit Debit I am not going to use Turbo tax anymore. So I better get my refund posted to my card ASAP. Or I have file a complaint with FTC and Better Business Bureau that the turbo tax debit card is a fraud.

Re: Did you by chance use the Refund Processing Service (whic...

Mshabpareh — Thu, 09 Apr 2020 22:27:25 GMT

Same thing happened to me. I even got a notification from the debit card saying my direct deposit was posted by it is not there. The only way I got someone on phone after 100 times trying was to go to the fraud department and explaining to them that the Turbo Tax Debit Card is a fraud and Green DOT is a thief. I don't know what to do, now I have to go to FTB and tell them I didn't receive my money and go from there and hopefully they can resend it to me.