The IRS site says the client was sent the EIP on 4/29. Bank account information appears to be correct. He also received the letter.
Tried calling the phone number on the letter and it just gives and automated system.
How can he determine what happened to the payment? There is a chance it was sent for child support but his ex hasn't received the funds either and he didn't get a letter saying it was taken for child support.
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Child Support is Q32:
https://www.irs.gov/coronavirus/economic-impact-payment-information-center
Any other answers will be there, as well, and it keeps being Updated. So, bookmark it, read it, and watch it.
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