Delay Repay email ignored

I've been waiting over a month for a reply to my email challenging 2 declined Delay Repay claims. The rejection email said "We are unable to consider your claim at this time as the ticket informationprovided is illegible/incomplete", but it wasn't and 5 other claims have been paid using exactly the same images (I'm on an annual season ticket).

What can I do to get someone to talk to me about this?