Refund from SBTG

My federalo refun d cam from SBTJ with almost $400 short due to "add on fe-onses" such as premium tax assist etc. When I call turbo tax to find out what was going on, the rep said I had signed u[ for all of thye "extras" which I clearly did not. She also said I rec'd an email from them showing the add ons and what day it was sent. I searched every folder known to the email world and found nothing. She also said that I could file for a refund of those charges and that I would need the order number. I asked what the number was and she said it was in the email showing the add ons. When I commented that I received no such email she proceeded to tell me she could not give it to me on the phone. She claimed she sent me the order receipt 2x more while we were on the phone. Of course I did not receive those either. How do I get my money back?

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