When you get the call back ask to speak to her supervisor if the situation hasn't improved. If you get no where I would fax a letter to the Presidents office with a CC to the Better Business Beraeu and a copy of the fax log showing you really did fax it to the BBB. This will get there attention for sure.

Make sure to thank the Presidents office in advance for their help in clearing up this matter. It always helps to keep it positive when dealing with higher ups so you don't come across as some who is just p****d. This has worked very well for me in the past. Others may have different suggestions.

Good Luck