CIC New York

Hi

Our application for PR (PNP) is at the moment at CIC New York. We received a letter that they are missing an original police report from the Netherlands, not indicating from which person. I am Dutch and I have send my original with the application. My husband never lived in Holland and we have send emails, fax etc. to explain. But of course no reply. We have no idea,what to send to them. Does anybody know if you can speak to a living human being to ask what they actually want? You can only leave a message on the phone nr. 212-596-1783 .
Does anybody know if there is another phone nr.?
We live in Canada almost 4 years now and for the 2nd time our temporary visa's run out (end of the month). I hoped we would have received our PR by now. But that is wishful thinking.......
Why does New York process PR application for people already living in Canada? Does not make sense to me.