"I can't transfer you to that department

Annoying. I get this response a lot when dealing with loss mitigators. This time, the hardship packet is in the financial review department. I was initially informed that it would be evaluated within 3 weeks. Recently, I’ve been informed that it will be another 3 weeks due to the large amount of other files “they” have to review. The “they”'s are the financial review department. I’ve tried to get directly in touch with that department, but the current loss mitigator won’t transfer me. She says that she only has contact with them thru email and them contacting her… :bs Anyways, how can I get around her to try and get this thing pushed thru quicker? Its taking too long and the current buyers are getting frustrated with the wait.