Are you on the Advantage plan? You might have more than 1 account. It's common to end up with multiple accounts. First LOG OUT of whatever TurboTax account you're logged into right now. Then use this TurboTax account recovery website to get a list of user ID's for an email address. Run the tool against any email addresses you may have used
https://myturbotax.intuit.com/account-recovery/
You might need to cancel any other accounts.
You can sign into your Turbo Tax Advantage account and under Your Product, select to Remove Product. Once you remove the recurring product order, the Turbo Tax Advantage subscription will be cancelled as well.
How to cancel Turbo Tax Advantage
https://ttlc.intuit.com/community/downgrading/help/how-do-i-cancel-my-turbotax-advantage-subscriptio...
