Account Query

I sent this company an email on the 1st June 2023 with regard to my account with them. I received a response via email advising that they had large volumes but will attend to this as soon as possible. It is now the 21st June 2023, no response. I went onto their website today and saw I could whatsapp them. I did so and was told by an agent that no email was on record on my account and what was the matter. I responded by saying I was not prepared to retype the whole email and would like someone to call me. By the responses I got it sounded to me like this was a robot and not an agent. For a debt collection company I dont think this is very efficient.