I had similar experience. I think the lady there was just

to take information and they will send a request then inquiring the status of your case. Most likely, you will get a mail in 30 days saying "your case is pending..."

When did you call the 1-800 number? Have you tried the last few days? I tried a few times over the last few days including this morning. I was told due to a temporary system error, they cann't access my case. Don't know what is going on. Thanks.