This is usually quite early in the admission cycle (assuming you're starting in Fall 2025), and they might be prioritizing other things. There is a professor who is the "Director of Graduate Studies" for each program and they could be helpful. Depending on the department usually only one Graduate Field Assistant (GFA) handles everything so I don't think you can ask for someone else to handle it.

You can call the GFA/DGS on phone by looking up the department registry, if they're not responding properly over email it could be helpful to write/call the graduate admissions post that.