Failure to respond

Woolworths are very quick to offer credit facilities, very quick to chase up overdue payments, but very very slow in responding for financial support assistance. I recently had a change in my financial status, and despite contacting Woolworths via their online site, and via several e-mails, no one has yet contacted me! I have an excellent credit rating with the consumer credit companies (such as Transunion and others) and have been a very loyal customer, who has yet to default on any payment to Woolworths - and this is how I get treated?