This is mainly a user community forum, so nothing account-specific can be handled here. Request for refunds should be directed to TT Support. https://turbotax.intuit.com/support/contact/ use the term “billing issues” in the question box, not "Refund" or it will just give you the IRS phone number to check your refund status. Week days 5 AM - 5 PM Pacific time.
The Hope credit died out years ago. It was replaced by the American Opportunity Credit (AOTC), the only refundable education credit. Full time students, under age 24 are not eligible*. There is not a $2000 difference between the lifetime learning credit (LLC) and the AOTC. First time college students (~age 19) are usually still dependents and not eligible for education credits.
*There's a new urban myth among college students that says they can get a $1000 from the government just for filing a tax form. For most of them, they simply aren't eligible. A full time unmarried student, under age 24, is only eligible for the refundable portion of the American Opportunity Credit if he supports himself by working. You cannot be supporting yourself on parental support, 529 plans or student loans & grants. You usually must have actually paid tuition, not had it paid by scholarships & grants. It is usually best if the parent claims that credit.
You cannot claim a credit if you are, or can be, claimed as a dependent by someone else.
