My refund was claimed by gov student loan but rep reassured me that turbotaxs processing fee would be taken out of my refund. Yet i got an email charging me for the fee?

After being notified that my student loan would be claiming my entire tax refund, I immediately called a turbotax representative to help me understand what would happen next. This is my first time using turbotax. I explained to the representative what happened and how my financial situation isnt great so I needed clarity if this processing fee would now be my responsibility to pay. She kept reassuring despite all my concerns that I would not be responsible and the fee would still be taken out of my refund just as first intended. However a month later I get an email saying i now owe turbotax the entirety of the bill. I tried contacting another representative but they said they couldnt help me and cant even offer a payment plan. Is there anything I could do or an email I could contact?