The one I spoke with knew about TEJ.
Always keep in mind that Civil Servants know how to play dumb, and sometimes they simply don't want to bother with you.
If you ask me, they can get away with it better than politicians.
I always say at the end of any conversation over all of this...ok, now what was MY name? (Very sweetly, if not a little bit airheady) if they don't have it, I spell it out for them give my phone number and make them repeat it all back to me. They might or might not do anything with it, but I feel like if they know I know I'm being brushed off, maybe they'll treat it more seriously if I call them on it.