Once a return is accepted Turbotax receives no information about your refund status or does it get your refund. What you were told by these people is totally wrong. If you had your fees or advance taken out of your refund, it is processed by a 3rd party bank to split between you and Turbotax. Your portion is forwarded on electronically using the direct deposit info on the original return. if this is your situation contact them
You can contact them SBTPG, toll-free, at 1-877-908-7228 or go to their secure website www.sbtpg.com
if not contact the see this page from the iRS or doing a refund trace
https://www.taxpayeradvocate.irs.gov/get-help/refunds/lost-or-stolen-refund/#:~:text=This%20is%20the...
