Prayers for you, Mango...
As you say it's beyond your control. You do the next right thing as you have been. God knows the agent you have now, and why, and the reason may be revealed in time, or not.
A few years ago I was representing clients on an audit. The stakes were very high, like potential penalties of over $300,000. There were strengths and weaknesses in our case. The first agent assigned to us was utterly incompetent. She did nothing for months but ask ridiculous questions and break promises of when she'd move the case along. It was incredibly stressful and frustrating for my clients.
Over a year in we were finally assigned a different agent. This one was competent and fair. In the end, she fought for a good result for my clients. I really think the poor service and interminable, costly delays we went through with the first agent made the second one more sympathetic.
I'm glad to hear your son is healthy and happy, and hope he will soon be back with you. Praying for you tomorrow.