TDG, I empathize with you in dealing with the govt. on the phone. Yesterday, I made a call to try to check on a file. After waiting on hold for awhile the recorded voice informed that "Calls are answered in the ordered received. You are call no. 54." I laughed and hung up. I got the message. They want you to come in. Off I go to their office tomorrow. Can't win.
Bureaucracies rule. Good luck with your case.