I am not 100% sure what kind of records they maintain but this one time I was chatting with an agent on Emma, she was like ‘your status has not changed since you last talked to us on xx date’

I would avoid hounding them.. they are employees who don't have much things they can do

How can you contact them?

they have history which agent checks but really doesn't stop you to contact them everyday. Emma Chat or call is like customer care center. doesn't tell you much than what you already see on your case status..they just have some additional authority to create service request or tier 2 call back if your previous requests were not responded in their standard timelines