If you have a contact us email option then answer it ...pretty simple IMHO..the OP used the template they had requested and got no response he was then forced to ask online if the company was still trading....
If i owned that business I would pretty quickly
1- remove the contact us as I cant service it
2- remove the contact us as it is now causing online conversation about weather my business is still trading in a sphere that has companies folding all the time...
either way its not good and another example of the double edged sword that is social media and online platforms .. good when its good but a massive liability when you dont service it.
to the OP i dont think your out of line expecting a reply on the platform you used ..if they do not want to answer emails then dont offer the platform and only have a phone number. then you may have called them.
just my 2cents
I,m off to answer today's email inquires
Jet