If I’m owed a refund from both state and federal but still owe state from last year, why is the offset coming out of my federal refund and not my state refund?

I called TOP and they said my federal refund will be used to pay the remaining state taxes but I’m due a refund from state for this year so why aren’t they using that refund from state? Also, it looks like the state refund shows $0 but it hasn’t been applied to the balance. Will I get my state refund after the offset from the federal refund pays the state balance or is state going to keep the entire refund and the offset from the federal? Wouldn’t I be due the original refund amount if the state balance is paid from the federal refund?