The IRS doesn't send out emails, so I would be wary of one that told you to contact any department.
However, the Tax Advocate Service (TAS) is currently operational, although their call volume is very high and their ability to assist is limited by the IRS department closures.
Many pending issues at the IRS are, unfortuantely, not able to be resolved until the IRS resumes normal operations.
They are in the best potential position to help you, if anyone can. You can find the one that serves your area here: Taxpayer Advocate Service
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