Customer Service Not Answering Emails

I requested CQG routing through email yesterday with no reply. First I didn’t get a reply the day before at so I opened a chat asking how to get CQG routing. The chat was answered quickly and I was told to email them and it would 15 dollars etc. I sent another email and also didn’t receive a response that request. Am I the only this is happening to? My request seems simple enough, I’m not sure what the hold up is.