Sounds like they are lost and don't want to be found. I had a similar problem when they bumped me in Amsterdam. I emailed repeatedly, they didn't acknowledge my claim or ever respond. However, 4 months later they refunded me and gave me the EU compensation.
You can try and contact them here...
http://www.klm.com/travel/gb_en/cust...stomercare.htm
Good luck, they are a nightmare and even worse since Air France took over.