He does not have a lawyer and it is a EB1 NIW self petitioned case so no employer is involved I believe. I can understand the dilemma however your only recourses are:
- Call NCSC again and tell them th eproblem, ask them to transfer you to TSC officer.
- Get help from local congressman or senator.
- Send a Fax to TSC with details
- Hire a lawyer and ask him/her how to proceed.
If you do not act fast, you may pass the deadline for RFE submission and case may be denied.