Not Ranked
Tracking down the right person in Sacramento was a PITA even for the DMV manager at Santa Clara. I tried and got 2-3 different people who gave me one phone number or another and ultimately it ended up being the same number or a recorded message. It was like a circular reference. Anyway, the local person finally did get to someone who knew something. I heard two different names up in Sacramento. One was a Theresa and the other was a Tory.
I asked the local manager to ask Sacramento several times if they saw my record or paperwork and they said yes. Then I asked the local manager to ask Sacramento if they could confirm it was actually mailed and they said yes. Finally, the local manager just asked them to overnight a new (reissue) certificate, which they did. Of course, this transpired over the last three or so weeks.
There was a couple of reasons why SB100 certifcate took a month to get to me, but your problem is definitely mysterious if the records show everything as being correct. Mine record was all mixed up.
Yes, the phone lines are ditched once The Day is complete and all 500 numbers are given out. It's only a one day per year event.
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