Contact support and if they do not help, ask to speak with a manager. You will be called back within 48 hours. It is an unusual situation and the agent who answers the phone will most likely not be able to help you.
The marketing department sends those emails and you probably have several TurboTax accounts. Most people do remember doing their taxes, so you are in a unique situation with no having been able to remember. I believe you will eventually get the money refunded but it may take months of going through various people.
