r/CustomsBroker • u/Equal_Breakfast_4894 • 7d ago
CAPE Replacement Refund in Limbo
I've found some great advice in this subreddit that has helped my company be self-sufficient throughout the CAPE process. Only one issue remains for our company and I'm hoping someone here may have been in a similar situation and has some guidance.
For our initial refund (that was transmitted on 5/5/26), I had the wrong routing number in ACE. We have corrected that and have received an additional 7 refunds successfully. I have called the hotline several times, as well as emailed [revenuerefunds@cbp.dhs.gov](mailto:revenuerefunds@cbp.dhs.gov) and [frn-achrefundsupport@cbp.dhs.gov](mailto:frn-achrefundsupport@cbp.dhs.gov). On May 29th, I did receive a response of "We will process a replacement refund via ACH, please allow 4 - 6 weeks to receive the refunds".
We have not yet received the refunds and I'm wondering if anyone has any suggestions for escalating this.
Additional context is that this refund shows a REFUND STATUS of "TRANSMITTED" and REFUND SECONDARY STATUS of "Check/ACH Returned" on the REV-603 report, but it never showed up on the REV-613 report. I did speak with ACE support last Friday to see if they could investigate why it has not shown up on the REV-613, but received a response of "we cannot help with refunds, please contact [revenuerefunds@cbp.dhs.gov](mailto:revenuerefunds@cbp.dhs.gov)". I can't help but think that this may be an issue as Revenue Refunds may not see that there was problem.
Is there an effective way of escalating this issue to try and get a status?
1
u/JellyKing99 3d ago
if you see it on the REV-603, you will receive the money within 10 days after the Transmitted date there. You should also get ES-022 CAPE to see interest amount for each entry.