Yes, they make it clear they don't want to be contacted... but we had to submit proof of something else to them via email, so we had no choice. They haven't even emailed me to confirm, only the phone IRCC agent was the one who confirmed it had arrived.You shpuld never contact them because they dont want that. I am sure they have it but they dont want to say because they dont want no one to contact them till they ask you for something.