Charged by TurboTax despite having QuickBooks Self-Employed Tax Bundle, refund refused

I have QuickBooks Self-Employed Tax Bundle. Last weekend, I started my taxes through QuickBooks by sending the info to TurboTax. I went through the entire process, and then TurboTax wanted to charge me $203. I called QuickBooks before paying it and was told I have to pay for TurboTax and then request a refund. The representative ("Clyde") sent me an email with the case number (15157206984) and told me to reply to the email with my order number to request a refund. I did that and got a reply that stated "Thank you for your email. We would love to help you with your question but are unable to find an existing open case for your request." So I went through the online process to request a refund, and it was denied. I have now spent more time and energy on this fee than I did on my actual taxes, which is ridiculous. Please tell me how to resolve this.