Lost smart card - lack of process

I've lost my smart card. The only the info I've been given by customer services is an email address (even though the leaflet I was given tells me to phone customer services).  I've sent an email but had zero response to say they've even got my query.  Can someone not help me with this over the phone?  Each day I don't have my season ticket, I'm having to pay £29 to get to work.