I understand how you feel at this moment and your experience with customer service has been unacceptable, RBacon.

We have already submitted a formal complaint on your behalf to the Payments Team about the interaction you have with the support.

On the other hand, I encourage you to contact again our Merchant Team. It has been confirmed that you can process a refund for an eCheck as indicated on your screenshot. They also have the tools to look at your actual account. 

I'm adding again this link for instructions and detailed steps: Void or refund transactions in QuickBooks Payments.

I'm just around the corner if you still need more help when working in QuickBooks. I want to make sure that everything is sorted out. Take care and have a great weekend ahead!