If you mean she called National Service Center's customer service, yes they are utterly useless (except for the basics and SR initiation). Try TSC by POJ. It still depends on your luck whether to get a helpful IO or not, but you should get one once in a while. Also try infopass if possible (more likely to be helpful).
My wife called the 800 number a while back and they had absolutely no information ! She hasnt tried the poj method mentioned in this forum tho' .
But what surprises me is that none of the derivative cases have been approved ! A friend's sons' case was caught in the retro also .. no news even on that ! We were all assured back then that ours will be the first to be approved as soon as the visa numbers would become available What do you think they are upto now ? Wait and send RFE's again and push us into another retro ??