You can send in a webform asking that your complaint be escalated. That is the escalation path. Do not hold your breath. While I don't doubt that your version of the facts is correct, you can likely imagine the # of people calling in at this time of year claiming that they are due "emergency" EXP status.

Hope that what may take 30 days, doesn't take 30 days and understand that it ain't any different anywhere else.