Turbotax has 2 kinds of help ... from a CPA/EA who have tax knowledge and program smarts and the reg tech support which have program knowledge primarily but usually not much if any tax knowledge. The state balance due can never ever be paid from the federal refund so any such info on that regard was in error of course the tech support should have told you to view the filing instruction pages to verify the situation.
If you read the screens in the FILE tab the way to pay the state was clearly posted and if you had printed or viewed the filing instruction pages when you reviewed the ENTIRE return prior to filing you would have seen that same info ... sadly this is a DIY tool where the user is responsible to complete their own return by following the interview screens. In the future read all the screens carefully so you don't make the same error again ... and this stands true no matter what DYI tax program you use.
