No Response - Request for Information RE installment recalculations

I have never had issues with DirectAxis before, so I am very disappointed with this service. on 15/08/2019 I requested information RE a partial settlement and whether it would be possible to recalculate my installment. To date I have received no response. I know I have used the correct email address as I am using the address provided on my latest statement and have not received any rejection notice from Gmail. Their website is hopelessly complicated and not very user-friendly. I was hoping I could request a settlement letter from there or find out the information I require.