Sorry for the delay on your EAD, I will suggest booking an Infopass appointment and try pleading you case about your EAD at your local office. You can just Google Infopass appt and your will see how to do it.
Also to be able to talk to a tier 2, it is best to call USCIS at 8 AM eastern as soon as they open, they are less busy st they time and you have more chances to receive a call back within an hour or 2.
Good luck
