If everybody sends more than once, they lagi difficult to reply.
What's your query about?
I was going through their FB page, there're some questions which, if I'm the staff, also choose to attend to the more urgent or immediate cases first. Even saw what looked like a troll this morning.
There're ways to do things... just need to see what's the subject and how to go about it.
Or just put yourself in their shoes. If you've hundreds of emails, how would you handle them? I won't be surprised if they've thousands.