I have encountered many bureaucratic processes, some successfully and others with less than success. The secret is to learn their rules--they may not be logical, but there are rules that they have to follow and while the person you talking to is sympathetic, he or she has their limitations.
Some situations defy common sense. I wrote in a hub about insurance. There is a program designed to insure people who have pre-existing conditions. There are two requirements yo had to be without insurance for six months or without credible insurance for six months. The insurance industry has a definition of what is credible and non-credible. Non-credible does not provide major medical or catastrophic coverage.
However the government rules say the policy is credible if they pay for an event and not for time. Thus a doctor's visit is an event. An X-ray is an event, and so on. Because these procedures are charged as events and not on a time basis, the policy is considered to be credible, making me ineligible to get the government program that is suppose to help people like me. I got my two Senators and my Congressman involved and no success. So I am stuck with a limited medical indemnity plan, which help pays for meds and some mediclal procedures. However, I hope I do not have any $100,000 hospital visits like I had in the year 2000. I may have to buy a copy of "Surgery for Dummies" and do the job myself.