Poor Service Delivery. Or perhaps NONE AT ALL

On the 1 September I received an SMS reportedly from Alexander Forbes but because it was requesting my email address and ID Number I decided to rather contact Alexander Forbes direct to ascertain if this message was from them. On either the 1 or 2 September I sent an email to Alexander Forbes via their internal email service, (Log on to their site, contact details, use the email particulars they request one uses and send direct to them. No other email provider necessary.) Today is now the 7 September and I've not yet received any sort of notification that they've received my email. If they request that we, their clients, contact them using the email option that's available on their website then the least they SHOULD be doing is acknowledging receipt of this mail? Extremely poor service.