Email is not a way to contact TurboTax. No one can contact TT by email, so TurboTax is not "ducking" your email.
TurboTax does not receive any information from the IRS or your state after your return was filed, so no one at TurboTax knows about a letter you received from the IRS or the state.
(what the letters from the IRS mean)
I GOT A LETTER FROM THE IRS
I AM BEING AUDITED
If you purchased Audit Defense:
TurboTax has a special phone number for help with IRS/state tax letters, which will be easier than going through regular Customer Support. At the page below, click on the blue button that says "Get Help from TurboTax Support". Then it will ask you what tax year is your letter. Then it will ask you what the letter concerns. Then it will show you the phone number during posted business hours.
"I paid for the the audit defense".
Audit defense is provided by a third party. If you purchased Audit Defense for your tax return, call Tax Resources, Inc. at 877-829-9695, or report your notice on their web site at http://intuit.taxaudit.com/.