Turbotax Online is "free to start" but the price you pay at the end is determined by the complexity of your tax return (what forms you need) and any extra services you request, rather than your income or the amount of your refund.
There is a separate version of Turbotax that is co-sponsored by the IRS Free-File alliance that is free to all users, even for complex tax returns, up to $34,000 of income, or $68,000 for active duty military. (Other companies may have higher income limits on their Free File Alliance versions.) The IRS requires that Free File Alliance versions be completely separate, and they can't offer paid upgrades or additional services like Audit Support, Refund on a Debit Card, Refund Advance (Loan) or Live Assistance.
The best way to access the Free File Alliance version is directly on the IRS web site. https://www.irs.gov/e-file-providers/about-the-free-file-alliance
The direct link to the Turbotax Free File Alliance version is here. You have to make a separate account with a separate user name and password. https://turbotax.intuit.com/taxfreedom/
If you want to discuss your fees with customer support, you need to contact them directly. Use the keyword "billing issue" rather than "refund", which will take you to information about your IRS refund.
https://ttlc.intuit.com/replies/6386875
