All support teams should use the same process. 

We see in the system you called yesterday and we were able to locate 3 different orders in the system, one for a US product, two for Canadian products. 

For TurboTax Canada products:

Order TTWND245970769 - TTO FULL SERVICE DELUXE PRIMARY RETURN TY24: When you called yesterday, a refund request was sent to Full service department. They are dealing with their refund requests and they should send you their decision by email within the next 5-7 business days.

Order TTWND290293109 - TTO ASSIST ^a REVIEW PREMIER PRIMARY RETURN TY24: What was the reason why the agent on the phone did not process the refund?

Thank you for choosing TurboTax.

For TTWND245970769 , was told the same statement by the personnel on the call on 01st April (who had confirmed the refund will be issued by 07-April). But we are here 23 days apart with no refund yet.

For TTWND290293109 , they were not convinced by the statement that "TT ASSIST and REVIEW" personnel refused to provide any assist or review the Non-resident tax return.

But the person on the call did acknowledge that Turbotax TT Assist and Review does not provide inputs for Non-resident returns. Isnt this contradicting ?

You should see the refund within the next 2-3 weeks back on your credit card. 

Thank you for choosing TurboTax.

Will both the orders be refunded.

Also, since I initiated the refund for the Full Tax Service on 01st April and its already 4 weeks now, whom should I escalate for a refund ?