Social Security Administration complaint: Non-responsive for more than a year.

My name is Nhung Thi Duong. I am a Vietnamese national. My husband, an American, was killed in a motorcycle accident more than 2 years ago, widowing me, and leaving his daughter (also American) fatherless.
(Mother) Nhung Thi Duong
(Father) Keith D. Rodabaugh 555-64-0651 deceased
(Daughter) Linda D. Rodabaugh 274-xx-xxxx
I found the forms to be particularly unclear. Nonetheless, after much back and forth with the SSA office in Manila, it appeared like we had satisfied the requirements, and need merely wait, to transfer Keith’s Social Security benefits to his daughter, as well as to receive the spousal benefit.
However, more than 2 years have passed. Despite leaving numerous voice messages and e-mails, there has been no response from the SSA in Manila. Silence.
With their phone lines only open for 2 hours, on Tuesdays and Thursdays, it has been impossible to get someone on the line. There was a time when one was able to at least leave a voice message; not even that is an option now.
It is unconscionable that a grieving family should have to wait so long for benefits legally entitled to them.
I am completely frustrated, and definitely tired of driving the hour to see my American friend, as we both try to call the SSA office in Manila—each time a wasted trip.