Might try the email below in addition. Call back again and ask to talk to a govt employee. It might be a contractor you spoke with.
Contact Information
General Questions, Directory Services, Status Inquiries - (304) 616-4500
Government and Law Enforcement Specific Questions - NFA@atf.gov(link sends e-mail)
Specific Form Processing Questions - IPB@atf.gov(link sends e-mail)
All Special Occupational Tax related questions - SOT@atf.gov(link sends e-mail)
Expedite Requests, VOIDS and Withdrawals, General Questions - NFAFAX@atf.gov