I was given this number by OPPD for a disconnectio...

I was given this number by OPPD for a disconnection notice. I left a voicemail on 8/13. I received a call back on 8/19 saying I needed to email personal documents and I d hear back within 48 hrs. I did that as soon as we hung up.
No follow up, so I emailed on 8/25 to check the status. I received a call 8/31 wanting to start an application. Excuse me, but who has my social security card and drivers license and bank statement that I ve already emailed?
Also, tomorrow will be 3 weeks that I started this process. No utility company is going to give you that long of an extension.

UPDATE: I did finally get a phone call from Sharena (sp?). She was very helpful and showed a lot of compassion for my situation. I really appreciate all of her help.