Why provide a 'contact us' email address if you won't respond when emailed

I am currently not in SA so I emailed Game requesting a balance on my account as I still get debited. I am entitled to this as I can know if I am now able to just pay up the whole balance.They don't respond, even to say if they cannot divulge this info on email, NOTHING! Is this email address ********** just for show then?