If a turbotax customer service rep told me turbotax owed me a refund, why haven't I gotten it yet?

When you are using the TurboTax online editions the TurboTax account fees are the same whether you e-file your tax return or print the tax return for mailing.

No one in this forum has access to your account or will know anything about your conversation with a TurboTax support agent.

Contac support if you have questions concerning your account.  Use the key words Billing Issue

Support is open from 5am to 5pm Pacific time, Monday thru Friday

See this TurboTax support FAQ for contacting support - https://ttlc.intuit.com/turbotax-support/en-us/help-article/account-management/turbotax-phone-number/L0Od33nMQ_US_en_US?uid=lfgviwbm

Support can also be reached by messaging them on these pages https://www.facebook.com/turbotax/ and https://twitter.com/TeamTurboTax

We have no access to your account or your billing information.   If you used the CD/download software and had to e-file a state return after paying a state e-file fee, then customer support could refund the state e-file fee to you.

If you used online software they do not refund you because you "had" to e-file.  With online software, there is no extra fee to e-file.  The online software fees are for using the software to prepare your returns.   If your e-file is rejected you can fix the return and try to re-file or you can print, sign and mail it.  The fee is the same whether you e-file or mail it in an envelope when you use online TurboTax.

No one in the user forum can resolve a billing issue.  If you have a question about your TurboTax fees or billing, make sure you use the word “billing” in your request for help.  Do not use the word “refund.”

https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number

The customer service rep can put in a request for a refund.  That request will then be reviewed and approved or denied.  You can call customer service and check on the status of the request.