Need to speak with rep. Son filed online and his taxes are screwed up. He did not submit but cannot edit. I purchased software but cannot get to it. Want refund.

You said he filed?  Did he efile?  You can check your efile status here     https://turbotax.intuit.com/tax-tools/efile-status-lookup/

He/you can download the .tax2018 file for free to open in the Desktop program.  He can edit it online but since you have the Desktop program that would be better.

How to save the tax data file, https://ttlc.intuit.com/questions/1899645-how-do-i-save-my-2018-turbotax-online-return-as-a-tax-data-file

Did he do a state return?  Have you downloaded the state program?  After you get the program installed the first thing to do before you open your tax return is to update the program and install any state programs you had. Then open your file. So you first might need to start a fake return to be able to download the state program (go to File-New Tax Return).

Then go to FILE -Open and find your return.

You can not get to what?  His return or to download the software?