Fax the INS, would that help?

[GC_WB2]

We have some mistake in our File, that we wanted to correct. When we talked to the IIO she said she will tell her supervisor, but she can not help us, since only the supervisor can correct the mistake in our information.
How long would something like that take, should you fax them also. Is there any one out there who have experience with something similar that was resolved.
thanks