Stimulus Payment went to a card I no longer have access to and I cannot contact anyone to get a new card

Forum|Forum|5 years ago
April 29, 2020
3 replies
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I filed my 2019 taxes and had direct deposit but it seems my stimulus check went to a Turbo Debit card that I got for my 2018 tax return. I no longer have access to this card and cannot contact anyone for a new card since there is ONLY an automated phone service available.

I cannot login to the account online either since you need the card number to do so or reset your password.

I have sent emails to Intuit, Green Dot, and the IRS but haven't received any reply in over a week.

This is getting pretty ridiculous. The stimulus payment should have went to the account used in my 2019 tax return in the first place.

CatinaT1

I have access to my Turbo Visa Debit Card: If you have access to your Turbo Visa Debit Card, there is nothing more you need to do. You will be able to immediately use the stimulus funds upon deposit. You can sign in to your account to check your balance here: https://secure.turbodebitcard.intuit.com/login

I no longer have access to my Turbo Visa Debit Card: If you no longer have access to your Turbo Visa Debit Card, don’t worry. If you have registered your card and know your login credentials, you can request a replacement card by signing in to your Turbo Visa Debit Card account (https://secure.turbodebitcard.intuit.com/account/report-lost-or-stolen). If you don’t know your account login information, call 888-285-4169 for assistance. You will not be charged for a replacement card or check; standard fees will be waived or refunded to you.

Due to unprecedented traffic you may experience some delays on the site or phone line. We know everyone is anxious to get their stimulus money and we appreciate your patience.

For additional questions, including how to receive a check, please go to the Turbo Visa Debit Card site: https://turbotax.intuit.com/stimulus-check/turbo-card/

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willjones1989Author

As I explained in my post, the number you provided does not have any live reps. The only way to access the automated system to order a new card is if you have the last four digits of the card number, which I do not have since I no longer have access to the card.

When it asks me to enter my card number or SSN I enter my SSN and it says I have more than one card with them (one from 2018 tax return and one from 2019) and that I need to enter the last 4 digits of the card.

Furthermore, the automated system just tells you a recorded message to log into the website to get a new card, which I cannot do without the card.

This system is broken and causing me to not have access to the stimulus payment.

Caitii_xx

@willjones1989

Hey, have you already tried calling the number and choosing the option staying you never received a card? If so, ignore all this but if not you might give it a shot cuz it worked for me even though I had in fact received a card last year. I was having almost the exact same issue as you for like a **bleep** week, minus the two accounts thing, and I FINALLY got to speak with a real live human being and ordered a new card (I don't have my old card or ANY of the account info either). I can't promise this will work for you but it did work for me, but of course it is yet to be determined if my new card ever does actually arrive as promised. I called the number everyone keeps repeating, which yes, is an insanely annoying and repetitive automated system, but I just learned WILL eventually connect you to a rep.

SO. call [phone number removed] (AGAIN, I know),

After the longass Covid spiel, enter your SS# and birthdate when prompted.

Then choose the option that says you NEVER RECEIVED A CARD, not that you want to report it lost or stolen. I believe that is option 1.

At that point, I was connected to an actual human at a call center and after i explained what was going on, she asked for my name and the address that the old card was sent to, the address that was printed on the old card, which in my case happens to be an apt i no longer live at. That is the only mailing address they will be able to mail a replacement card to, unless you are able to provide a valid photo ID and utility bill (I was not able to do so). So I plan to call the post office tmrw and request that they hold my mail so it doesn't end up at an apt I no longer live in. I am not sure if they will be able to help you because, as you mentioned, you have the two accounts hangup, but I would imagine they could offer you at least more help than anyone on here has been able to.

Again, sorry if this is repetitive or doesn't help you at all, but my fingers are crossed for ya cuz I know how frustrated I was/am with this dumpster fire of a situation!!! Good luck, man! Hope it helps.

willjones1989Author

Funny how I get more responses and a faster response when I call your company out for its lawsuits than when I ask my actual question...

DoninGA

@willjones1989 wrote:

Funny how I get more responses and a faster response when I call your company out for its lawsuits than when I ask my actual question...

This is the only post you have entered on this TurboTax user forum with the User ID of @willjones1989

We try to answer or provide guidance to any user for any type of problem or question, regardless of the issue, as quickly as possible. There are Volunteers on the this forum as was as TurboTax employees answering questions.

https://ttlc.intuit.com/community/user/viewprofilepage/user-id/2218250

willjones1989Author

What does that have to do with anything?!

As I explained, I got more responses when I called your company out in my comment than when I posted the original questions. Regardless of how many posts I have made.

BELINDA M

Yes my stimulus check went a Green Dot card that we no longer have