The IRS requires that, as a condition of accepting paid returns, electronic providers must offer free returns to low income taxpayers. The income limit for the IRS Free File Alliance program varies among partners, for Turbotax it is $34,000 for any taxpayer or $68,000 for active duty military. Under IRS regulations, the Free File Alliance version must be a separate web site, and it can't offer any paid upgrades such as; get refund on a debit card, audit defense, or refund advance (loan).
It's a different web site than regular Turbotax Free Edition which is "free to start" but you ultimately pay based on the complexity of your return rather than your income or amount of your refund.
A liberal news outlet has recently accused Turbotax and other tax providers of "hiding" the Free File alliance program and directing customers to the regular Free Edition and then selling them upgrades.
If you want to discuss your fees with Turbotax, contact customer support. Use keyword "billing issues" instead of "refund" because the word refund will take you to information on your tax refund.
IRS info here
The Turbotax Free site is here