If you have a problem call them on the phone.
I had a very interesting call in January to solve something which should (and on paper cannot ) happen and in a matter of days it was fixed and the change was made retrospectively without my prompting.
The Astral guru's are trying to resolve something for me also, again emailed in and got a response same day, they are still confused but can see the system is wrong.
That said is EI don't fix the issue next call is IAA or EASA...