TurboTax never knows how, when or even if you paid your tax due. TurboTax only knows if the IRS accepted your e-filed return. Your online account will always show that you owed tax due if that was the result of the return you prepared using the software. TurboTax gets no feedback from the IRS after you file. TT never knows if the IRS received a payment from you.
It sounds like you -- and the CS rep -- both got confused by a marketing email. Many users have more than one account, and the "old" accounts can trigger reminder emails about filing, paying tax due, etc. If you know that you filed and paid your tax due, you can ignore those emails.
Check your own bank or credit card statements---that is your proof that you paid the IRS. And check your online account with the IRS.
https://www.irs.gov/payments/your-online-account
**Disclaimer: Every effort has been made to offer the most correct information possible. The poster disclaims any legal responsibility for the accuracy of the information that is contained in this post.**
