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Ok ... you have used the term $20 off and 20% off interchangably ... they are not the same thing.  So read that email notice carfully ... what does it really say ?   And did you comply with the rules of the "coupon" ?  The devil is in the details of the small words like "up to" 20% off the full price not the reduced price.   

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To contact TurboTax customer service/support use their contact website during business hours.  If the problem concerns any type of refund for fees, use the key words billing issues and do Not use the word Refund or you will get a phone number for tax refunds.

Submit your question/problem during business hours and then use the option for Call (a phone number will be provided for Call) to speak directly with a TurboTax agent –

https://support.turbotax.intuit.com/contact/