Was supposed to get back 12k i got back $900…

WHERE IS MY REFUND??? Filed with turbo tax this year and i have had a horrible experience getting my refund. They have tried to say it’s a OFFSET but it’s not and i don’t owe any money to the government. Also my kids are 2 and 4 and they tried to say their age was too old and that i couldn’t receive the credit for them… what i filed compared to what turbo tax has filed this year is completely wrong. Looks like they have stole my money right out from under me… just tried to talk to turbo tax customer support and they sent me around in a circle. Have no clue on how to get back $11,000 I’m owed…