@luc1   Don't let anyone fool you.  Your money is being held because Intuit/ QB makes money by holding your money.  If you use the Search bar at the top of any page here in the community, you will find a HUGE number of QB customers with the same issue. Including not ever receiving an email.  Some get their money released within a week. Others a month or 2. Then there are those that NEVER get their money released, and have to wait almost a year, just to have to turn and collect it from their state.  

It is recommended that you file complaints EVERYWHERE you can think of.  The FTC, BBB, your states Attorney General, and Consumer Financial Protection Agency.  EVERYWHERE! 

Good luck!!