Continuation form lost in system

I emailed a continuation form with the death certificate on the 6th Dec I phoned today 8 days later to see what was happening as I received a query number when I sent the email and fedhealth says they don't have that query number on file and they will ha r to forward the docs to membership and this will take another 7 days before I will get any feed back? Why are our emails not being sent to the correct departments ?