It ocurred to me today that perhaps it's us who made the mistake in the first place. Well, I am a bit old-fashioned in terms of concats with people and I prefer calling to sending e-mails. I recently haven't done so because I didn't want to sound too pushy. But in all other cases (no offer on track, sending some materials for IELTS) I firstly contacted them by e-mail and if no answer got back to me within a week I called. Then, it took usually a day to solve my problem.
Therefore, if any of you has any problem, I think it will be better if you simply ring them up and ask straightforwardly.