I think the overall response rate is very slow and I heard back from them 1 month after sending my query via webform. So hang in there, they are replying to the queries submitted via webform, but quite slowly.
There are many people who had sent the passports during the same time frame (me included) who haven't heard back, so things are slow overall and I think (and hope) that you'll hear back soon as well. I did not receive my passports back, but I did get an email saying that new photos are required, meaning that they are at least processing the application. So you should also hear back from them very soon.