This may be the most bizarre issue I have ever encountered. short history: 

Return filed March 19, 2022. 

April 22, 2022 client indicates he still doesn't have his refund. 

I looked his information up online and the IRS website doesn't even show any return on file. 

April 27, 2022 (today) client signed a 2848 so I called the IRS practitioner priority line. They verified that, inexplicably, there is no return on file. And then instructed me to file the return again. 

Is this possible? Do I need to delete the entire file and re-do everything? what is the recourse now? 

I am extremely perturbed to say nothing of client who is waiting for his refund.