What if I am a legitimate TurboTax Card customer and my card has been put on hold?
In a small number of cases, we regret that a hold on some cards may impact legitimate cardholders:
Cards with a pre-existing cash balance. Cardholders with a cash balance and a hold on their card must verify their identity before the hold is lifted. To check if there is a balance on the card, please call us at 1-866-543-9160. Once you have identified that your card has a balance, please stay on the line to get specific instructions regarding the identity verification process. [If you have a zero balance on your card, please do not contact us (see below for information) – the IRS has not yet deposited your refund to your card.]
You will be asked to fax legible copies of the following information for review by Intuit:
- Signed social security card
- Photo ID
- Proof of address (such as a utility bill)
We will also ask you to ensure that your fax includes a cover sheet containing the cardholder’s name and the last 4 digits of the card number. If all three pieces of information above cannot be provided, or if the documents are illegible, we will not be able to release the hold on the card. Once that information is verified as legitimate, the hold will be released on your card.
Cards with zero balance. At this time, we are not removing holds on cards that have a zero balance. Cardholders with a zero balance and a hold on their card will not receive their 2011 federal tax refund loaded onto their card. Rather, the IRS will issue you a paper check, mailed to the physical address indicated in TurboTax.
The vast majority of TurboTax refund card customers will receive their card via mail 7-10 days after they sign up for it. Customers can check if their refund has been deposited to their card at www.turbotaxcard.com.
We appreciate your cooperation and apologize for any inconvenience.