Oh yeah more than happy to help! I know how awful this all is.
So my mother had told me that Senators Ed Markey and Elizabeth Warren had helped colleagues of hers with issues with landlords and would be worth checking them out myself. I just went onto their websites individually and both of them had a section on the website saying “Help with a Federal Agency”.
Through that they two separate forms to fill out. One was to give them as much information as I deemed necessary for my “request” (at the time it was to expedite under humanitarian reasons to be here for his daughters birth). The other form was a privacy waiver which they use so the embassy will discuss case specific information.
Then the following day I got an email from Tristan at Senator Markey’s office (never heard back from Elizabeth Warrens), who is his Constituent Services Director.
I never actually spoke to Ed Markey, I only spoke with his staff and they were the ones who contacted the embassy. Seemed to do the trick no problem.
So most recently, after Tristan emailed them, they said if we had anymore questions then we could email them ourselves (obviously we had already done that before and got no response). From then on they responded to every one of my emails with 24hrs or less.
So yeah I would recommend that your wife contact any US Senator in her district, check their websites and go from there.