There’s nothing worse than a rabbit hole of “contact us” pages, automated phone systems, and brief holds — otherwise known as My Thursday.
I am an early declarer. My parents taught me how to navigate TurboTax, and I usually look forward to late January and being ready to file my refund claim.
I did the same as usual this year, gathering all of our paperwork to file about a week earlier than usual. My opportunism sparked excitement, as I was assured that in 21 days or less, my refund would be electronically deposited.
Government assurances don’t mean much.
To be fair, this fubar was actually not on Uncle Sam’s shoulders, as I would come to find out.
After waiting for my 21 days and the refund still not being refunded, I started digging. I started following my IRS refund page, usually a reliable source, but not this year. Although I entered it correctly several times, the page said there was an error and my refund could not be tracked.
At an impasse, I waited one more day. I tried the site again, and voila! My refund was deposited directly — eight days ago.
Seeing that my account didn’t reflect the information from the IRS, I really started digging.
My first thought was that I must have screwed up my routing number or my account number. So first I went to find the numbers I used. On my return, the routing number was correct, as well as the last four of the account number, so I searched for the rest to confirm.
TurboTax, which is easy to use when depositing, turned into my nemesis for about 30 minutes. The “help” system kept leading me to other direct deposit issues, but not mine.
Rats. Dead end again.
Then I noticed my return said the payment would be processed by a bank I had never heard of. I thought for sure that I messed up my account number and sent it to the wrong bank, and according to the IRS page, if I sent my refund to a real bad account, I would have to work with the bank to correct the error.
I googled the bank and got a number for one in Ohio, and that person referred me to a helpline.
It was the least helpful help line I have ever used. The system offered few options and there was no clear way to reach a representative. In my Google search for how to reach a representative, I learned that when you pay TurboTax with your refund, it is routed through that bank to collect the fee before being deposited into my account.
Relief. Maybe I didn’t mess up any numbers after all.
Eventually I found a YouTube video with a workaround to get a real person online, and after waiting 15 minutes, I reached one. She transferred me to the correct department and I got a person whose rep number was 0404. I remembered that because four is my favorite number.
She informed me that my direct deposit had failed due to “no account” and that another payment method should allow me to receive my funds within 10 days.
Due to my ordeal and investigative nature, I inquired about the numbers. Were they right or wrong?
The rep said she should get the numbers from her supervisor. After two brief takes it turned out that they needed me to give the numbers and they would check.
After two more brief takes, it turns out my numbers were right. I had done everything right, but still won’t get my return for more than two weeks after the IRS actually sent it.
Relieved to finally have my answer, I reflected a bit on the process and gave the rep heaps of praise.
During one of the takes, she came back to say that they were still working on it. He could be heard trying to calm a child, probably less than a year old with the scream.
With my own six-month-old, it was an absolutely relatable moment between me and a woman in San Diego. We shared another one after my deposit numbers came back correct. I don’t think she thought I was right, but since I was, we were both confused as to why it didn’t pan out.
I am waiting for my refund with no more problems now. Whether or not I plan to call back and give Rep 0404 a good review.
Despite all my frustration and the unnecessary difficulties of this process, I was grateful to have a helpful person to give me answers.
I wasn’t ready for another day down the rabbit hole.
Kyle Troutman has been editor of the Monett Times since 2014. In 2017, he was named William E. James/Missouri Outstanding Young Journalist for daily newspapers. He can be reached at 417-235-3135 or [email protected].