If your friend thinks he/she was incorrectly charged when they qualified for using a free product, he/she should phone TurboTax Support to see if they will offer any remedy. I don't know what they will say, since it likely depends on all the circumstances.
If they indeed used a paid product, then that entitles him/her to phone support privilege.
Hours normally 5AM-5PM Pacific (8AM-8PM Eastern) M-F, but are also open today and tomorrow (Sunday) this weekend only.
FAQ: What is the TurboTax phone number?