回复：Would you tell us how did you file the service req? Thanks

Also try this:
http://web.wenxuecity.com/BBSView.php?SubID=immigration&MsgID=505933

Call Customer Service
1） Call Customer Service: 1 800 375 5283 begin_of_the_skype_highlighting 1 800 375 5283 end_of_the_skype_highlighting;
2） Continue in English, hit 1;
3） To check the status, hit 2;
4） Know your receipt number, hit 1;
5） Enter Receipt number;
6） Confirm Receipt Number, hit 1;
7） You will now hear the status of your case. At this point, hit 3 to "
Report a problem". You will hear 4 options. Option # 3 is "If your case is
outside the processing time..." and # 4 is for "If you have filed several
cases and haven’t received a decision on...." You may pick # 3. Previously
there was a trick to hit # 4 and you would be connected to an IO, but I didn
’t have such luck.