unable to get status on N400

[ravinator2]

We filed for citizenship for our mom more than a year ago, She is disabled with permanent memory loss, and we applied for waivers for oath and civics test etc based on her condition. She was called for interview but the pandemic hit around that time and her case was moved out.
Its been almost a year now and the case status is not getting updated. I cannot get an InfoPass appointment to consult anyone at a field office. They gave me a toll free number to call but the people there are unwilling to discuss anything with a family member even though we have legal guardianship for her. What can be done here ? Do we need to upload guardianship documents to her case file and how do we do that ?
Thanks,

[arkaa]

Yes, upload the legal guardianship documents and any Power of Attorney you may have on her behalf to the online portal. Give a week or so gap and then call again for an InfoPass appointment. (you did not mention why you couldn't get an InfoPass appointment - you just have to keep trying till you get one, try different time, different agents etc). She will have to attend personally, but you will be allowed to go with her.

Or, you could hire an Immigration Attorney who can represent her case.