sounds frustrating. government agencies are especially hard to deal with, especially when you need something from them. the only advise i can offer is be patient; and remember that you trap more flies with sugar than with salt. next time you call, start the conversation with a bit of small talk( how are you doing today?, what's the weather like over your way today? you get the picture). after you have gotten on their good side, explain your problem and ask if there is anything that the person you are talking with could possibly do to help a fella out. be patient and understanding. alot of times if you soften someone up first, you'll be surprised how doors open for you. sometimes not, but it is worth a shot. good luck.