I agree with everybody, call, call and call. Document, document, document.
I had to deal with a short sale farmed out to India (yes, just read an article that it's more and more common now), and was getting a different person every single time. A fax takes 7 days to process (so they said), but when I call daily+, I will have one that said yes, we did get your fax, and that's after 4 days (better than 7, right?). I kind of shorten the period by doing that.
Document helps, because one will say, oh, this is the status, then I'd say, but you (the company) told me the status is this and that three days ago, he'd double check and tell me it's actually further along than what the status was before. So, I crawl through this India outsource mess.
Then finally, I get the negotiator, and he was quite nice because he knows I worked hard getting there - made great stride since. So, patience, perseverance, hard work, being nice all helped.
Good luck and hang in there..