This may seem like the wrong answer but it is 100000% the right answer and is very underrated. Your congressman/woman has a constituent services department and their whole point is to chase down the federal government on things like this and they WILL help. Had an issue like this with my wife where USCIS just lost her application for citizenship. They got it found within a week or so.

I’d also ping markey’s office, though the rep will probably be more responsive. Warrens office isn’t very helpful on these.