when writing to bureaucrats email is a waste of time, as they can easily be ignored & pretend it got lost in cyberspace.
1. always write a proper LETTER,
2. phone & find out WHO the right person to address it to
3. send through post & pay a little extra for TRACKING service. (don't think the old 'certified mail' where you had to sign to receive your letter exists anymore)
very hard for the receiver to pretend it didn't arrive with tracking. then you can legitimately claim they couldn't be bothered to address your problem or query.