As jellybird stated - social media usually gets a quicker response from them. I noticed you said you don't have Facebook - but do you have twitter by any chance? I contact them on Twitter all the time and usually get a response in under 24 hours. 

If you don't have one (a twitter account) - it might be worth creating one just to deal with this. If you have a case number - you can give it to them and they usually look into it.

5 weeks is definitely way too long - especially in a same state metro area.