Where is MY Card!!!

[kianapatterson717]

I have not received my card. When I try to call...the automated asked for the last 4 digits of my card. New Flash!!!! I NEVER RECEIVED MY CARD. How do I key in something I do not have. Can someone please advise me on how I can get my card....My Refund has been sent months ago. 

[mesquitebean]

I assume you are referring to a Turbo Prepaid Visa Card.

If so, here's Customer Service for the Turbo Card:  (888) 285-4169

Listen to the whole menu before entering anything.   If it asks for your 16-digit Card number or SSN, skip that part and keep listening.  It will then offer an option "to report a card lost, stolen, or never received, Press 1."    If that's your situation, select that.

At the next menu, choose the option for "never received the Card".    Then it will ask for your SSN.  I don't know what happens after that, since I don't have that card and can't test it beyond that.

What TurboTax product did you use for  your 2018 return--Free, PLUS, Deluxe, etc.?

If you continue to have problems getting your Card, we can tell you how to reach TurboTax Support by phone, or can see if a Moderator can assist or suggest something.

[kianapatterson717]

So....the thing about the 888 number....once you key in SSN....it asks you for last 4 digits of the card.....how can I input that....I never got the card.

[mesquitebean]

It doesn't ask me that.    Are you using the same number I provided above?   I've never been asked for the last 4 digits.    The first thing it asks me is for the full 16 digits of the card, and  says if I don't have the number to enter my SSN--but DON'T enter it there.   Is that where you entered SSN--if so DON'T!  If I ignore that and keep listening it says "to report a card lost, stolen, or never received" and so on as I mentioned above.    So don't enter anything at all until you hear "to report a card lost, stolen, or never received."    It will later ask for your SSN, but only enter one after you select "never received".

 You didn't answer my question about what product you used for TurboTax this year.   If you used a paid edition, you can phone TurboTax Support on Monday and let them figure out how you can contact the Turbo Card.    Or I can ask a Moderator to assist you in this thread on Monday.

[kianapatterson717]

It's the same number.....I have tried for several days now.....i used the free addition.

[mesquitebean]

Read what I added to my last reply.   I'm wondering if you entered your SSN too soon and didn't listen to everything in the phone menu as I outlined.  

I'll ask a Moderator to assist you in this thread, but it may not be until Monday.

[mesquitebean]

@kianapatterson717 

In the meantime, let's check on your Federal refund.  Do you know if it has been released yet?   Please report what both of the tools below show:

If you efiled, double-check with this tool to be sure the return was efiled successfully and accepted:
https://shop.turbotax.intuit.com/efile/efile_status_lookup.jsp

If that showed it was accepted (or if you mailed the return), what do you see at the IRS website below for the status of your Federal refund?
https://www.irs.gov/Refunds

At the IRS site, be sure you enter only the Federal refund amount.  Do not use any "total amount" that includes a state refund.     The Federal refund amount is on your Form 1040, Line 20a.

[kianapatterson717]

That's not needed....irs...where is my refund states funds have been released to your bank.

[mesquitebean]

OK.  IRS will say "bank" even if it's going to a card, since the card has an underlying bank account.  

I've already submitted this thread to a Moderator.

Did you have any TurboTax fee at all?  Did you choose add-ons to your Free Edition like PLUS?   If you had any fees at all and chose to pay them out of the Federal refund, then an intermediary bank is also involved in the process.

[Tristafer]

Even when you skip the first prompt to enter socjal and go to the second prompt it still asks for the xard number

[mesquitebean]

---

@Tristafer wrote:

Even when you skip the first prompt to enter socjal and go to the second prompt it still asks for the xard number

---

What are you doing???    Are you trying to report a Turbo Visa Debit Card as "lost, stolen, or never received?"

If so, once you choose if you are reporting as lost/stolen/never received, does it then ask for your SSN?  And once you enter the SSN, does it ask you for a card number?

If it asks for a card number at that point in the second menu even after you've entered an SSN , perhaps that means you have more than 1 card in their system, and that they don't know which one you are trying to report as "lost, stolen, or never received."   But that's just a guess.  Have you ever gotten a card from them before or had a second one sent?

This is an old thread from last year.  I don't know if anyone else will see this and comment here or not.   The Turbo Visa Debit Card support has it's own Customer Support separate from TurboTax Support.

If you don't get any other suggestions in this forum, phone TurboTax Support and ask them how you are supposed to reach the Turbo Visa Card support when you don't know the card number and when SSN alone is not working.

Support hours are 5AM-5PM Pacific (8AM-8PM Eastern), Mon-Fri

FAQ: What is the TurboTax phone number?
https://ttlc.intuit.com/community/using-turbotax/help/what-is-the-turbotax-phone-number/00/25632

Or use this contact form:
https://support.turbotax.intuit.com/contact

[Rob555x]

where is my card

[EbonyA]

@Rob555x Please follow the steps that mesquitebean has provided throughout this thread.