I agree: get your councilmember involved.

I had an issue and was getting threatening letters but had no way to contact anyone to clear it up. No one answers the phone and i had no other way to contact them. My councilmember's constituent services staff had the relevant OTR supervisor call me the next day after i submitted my issue to them, and everything was cleared up on day two.

My councilmember had a constituent issue form on their webpage and I used that rather than call.