Spouse Health Reimbursement Arrangement – VIA Benefits

I retired from NG in January 2022, and am not yet on Medicare. My spouse went onto Medicare starting in January, and purchased her Medicare Part B plan through an non-NG agent, with a Blue Cross of California policy. Once I retired, we learned about the Spouse Health Reimbursement Arrangement, a $2160 per year benefit paid through VIA Benefits to help cover Medicare premiums. That all sounded good, but when we contacted VIA Benefits in March, they informed us that we would need to execute an “Agent of Record” change on our Blue across of California policy… The start of a long Journey.
It is now September, and after 12 call to VIA Benefits, each lasting 1-2 hours each, letters sent via Fax, Registered Mail, and email, we are no closer to a resolution. Frustrating to say the least!
Apparently, VIA Benefits staff are all working remotely, and there is no accountability for follow-through. The NGBenefits Center has been no help in trying to get this solved.
My question to TRA members is this: is there a resource at NG (HR, Benefits, or other) that I can contact to use their leverage to prod VIA Benefits into action?