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You will need to get help from customer support. Use the word "billing" in your request--not "refund."
To call TurboTax customer support
https://ttlc.intuit.com/questions/1899263-what-is-the-turbotax-phone-number
They are available from 5 a.m. to 5 p.m. Pacific time
They responded to my email and said I needed to use the word “billing”
I was billed twice for the product I ordered
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