Webtrader too much effort to respond to an email

Webtrader requires you to submit a W-8ben form which I emailed to them on the 19th Sept, since then they simply ignore my emails. I eventually go some automated email on the 18th Nov saying my reference is ***1 and they will respond 24-48 hours ... well I'm still waiting, today is the 29th Nov. I can't believe this organization is so dysfunctional especially considering I have substantial money invested with them.