Unisa - Response To Email Query Received After Over 2 Weeks

I received the message below from Unisa after waiting over 2 weeks for a response. Has anybody got the same message? I accept the apology but I wish they could have answered my question. I just wanted to know if my 2007 Unisa credits are still valid. I don't know why it is necessary to need my student number to find this out. I don't remember my student number & have lost all Unisa documents in various "house moves". 

"We have received your e-mail a while ago. Due to uncontrollable circumstances we could at the time not be at your service. Please accept our sincere apologies.

By return of an email kindly send your student number to enable us to assist you.

Thank you for making use of the Unisa study-info helpdesk facility."