@Amrit, I requested for case assistance to Ombudsman and I think you should do the same. Here is the link for case assistance.
https://www.dhs.gov/case-assistance

Also if possible try to contact your local senator and they will also help you with the pending case since most of them have services to help with a federal agency. If you are in Texas her is the link and do not forget to send the privacy release form(you can find one in the website)
https://www.cruz.senate.gov/?p=agency_assistance