What does one do when no one knows where your records are?

I had records sent from two different doctors three weeks ago, BTC keeps telling me they have nothing but that they are behind in their mail, not enough staff, etc...I find it hard to believe that two different sets of records never made it. I don't want to tick these people off for fear that will delay this even longer. They still haven't contacted my insurance company! I have done everything they told me to do. What do I do now?

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