It's sort of funny because whenever people I know have a problem getting something they want from a government agency I suggest that they call their Representative's office and let them handle it. I generally add that they are eager to do favors for people because the favors generally build loyalty which turns into votes. This has obviously worked in your case.
I am always mindful that they are doing these favors with other people's money. It doesn't seem to bother you that while these guys draw a salary that isn't enough for them so they vote to have us peons pay for their cars and their gas and their gyms and their restaurants and their junkets and their pensions and their megastaffs and probably a lot more that I didn't think of. It doesn't seem to bother you, but it bothers me.
ML/NJ
As I said, my Representatives do a good job for me.