Alarming Issue with Singapore Clearance

[riuthamus 7]

So, we have all of our paperwork ( except for the clearance from Singapore ), she has her interview set for the 19OCT and we are very excited. We submitted our Singapore request from the US Embassy almost 17 days ago. When Mary called to check on our paperwork and see if it should be processed they told her, " Can you call back at 2pm so you can talk to our supervisor" Mary agreed to do so and we waited anxiously for that time. When we called again at 2pm we were told that the supervisor was not in and to call at 9am the following morning. Frustrated but aware that we are more or less helpless at this point we agreed and waited the time. Mary called again at 0900 and was told, "Can you please wait till my supervisor gets in at 2pm" we waited again only this time when she called them I was very surprised at what happened. The people on the phone were laughing at her accent and asked "Are you drunk, are you okay?" They told her that is why they made her wait till the supervisor came in because they couldn't understand her accent ( which, while it is a noticeable accent, her English is easily understood and her vocabulary is superb ) They asked for the address to the US Embassy and the Philippines embassy and had her email it to her; which we thought was odd since they should have to deal with this normally since I know many other couples need this for their stuff as well. We sent the information anyway and were told that they would respond by Monday.

Now... i know many other countries do not work like in the US. If this was done in the US you could talk to the supervisor of the people and they could resolve this type of stuff. Obviously that is not really the case here and I dont want to do anything super stupid since it could jeopardize our paperwork and cause further delay. Is this a common experience with the Singapore Police? Has anybody else found a way to ensure this process was taken care of properly? We both just feel so helpless in this situation and all I really want is some way to ensure our paperwork gets to the US Embassy by the 19th for her interview.

Any and all information would be of great comfort. Thanks again!