PIP review forms

Thanks BIS, I'll call first thing.

Hi,
Just tried to call- the system is down nationally, apparently. They told me to try again later, or tomorrow.....The usual chaos.

Hi there,
I called first thing yesterday. The woman I spoke to was brusque to the point of rudeness. I tried to explain the situation, but she just said that ALL that's in the system is a cut off date of 01Jan 21.
I tried to tell her what I had in front of me: the M.R Notice stating "ongoing"; the Statement of Entiltlement stating "ongoing"; the vehicle tax exemption form stating "ongoing". All dated 23 Oct 2018.
However, she interrupted me and put me on hold. She came back and said she'd spoken to a case manager who also apparently said that ALL that's in the system is the 01 Jan cut off.
I tried once again to explain that they must have the same docs in the system since they sent them to me. They must have been in the system on 31 Oct, because a copy was included with the review form.
Again she interrupted and said that the case manager will call me back. "In fact, he might be trying to get through right now". In other words, "just get lost!", basically.
I'm so sorry to bang on, but I've been waiting on tenterhooks all day yesterday and again today, but no-one has called. I'm not sure what to do, but feel it would be wrong just to leave it there.
Obviously the potential impact on somebody struggling with mental health issues is of no concern to them: essentially "what you see in front of you doesn't really exist". Please.
If my information really has disappeared, what's wrong with the system? How many others are affected? What else is missing (medical reports, etc.)? Is there a timescale for a call back? Should I call again and hope to speak to someone who can manage to be polite and/or professional? Should I send them copies of their own documents?
Apologies again for my barrage of questions and lengthy post.
Advice appreciated. Thanks.

Hi BIS,
I don't think they've changed the ruling, but have used the original award, not the MR.
Got through this morning to a very pleasant and patient chap who took time going through my files. He could see that communications had been sent out to me in Oct 2018, but not uploaded into the system. Same date as on the MR "ongoing" Statement of Entitlement etc. He said that obviously a CM would need to see what I'd received and that he'd transfer me to a CM. So far so good. And then the line went dead.
Called back again and spoke to a polite and thorough lady who tried repeatedly to put me through to a reconsiderations CM, but nobody was picking up. She's requested an urgent call back, but said that "urgent" means Monday or Tuesday.
Progress, I guess, but slow. I'm anxious that time is moving. When I speak to the CM can I request that they put any review on hold until they've seen the communications they sent in Oct 2018? I want to avoid any overlap and further confusion.
Thanks