Rude response from enquiry hub
I am an alumni and recently requested certified copies of my transcript and certificate through the online shop/forum. The instructions said that I needed to email a scanned copy of my certificate so they could certify it, but the email address they provided in the instructions is apparently no longer monitored.
Because of that, I submitted an enquiry through the enquiry hub. Since I studied at Goldsmiths, I was also unsure whether I had made the request in the right place, so I wanted to confirm that my documents had been received and ask roughly how long the process would take.
However, the reply I received felt quite vague. They did not really confirm whether my documents had been received, or answer my question about the expected processing time. They simply told me not to contact them again about it, which I found a bit rude.
It has now been three weeks and I still have not received any confirmation or update. I have a deadline because I need the certified documents to be posted for a Master’s application before the end of June. Because of this, I submitted another enquiry despite being told not to contact them again.
The response I received this time also felt quite dismissive. They still did not directly answer my questions, and it seemed like they were more focused on telling me off for sending another enquiry rather than explaining the status of my order.
Is it normal for them to write like that? I know there are some serious management problems at this university, but I find this type of reply frankly quite rude, telling me to stop contacting them after my first enquiry, and on top of that, not answering any of my questions directly. What do you think?