Is it wrong that VA REP in person advise me to seek assitance from my Senator due to what the VA rep called mishandling? Do i lose trust?

VA rep At DC office on EYE st. gave specific person to talk to in Senator Hollenbeck's office. Austin the Senator's assistance appeared to have had several referrals..My last to claims were returned within a week of submitting them the higher review in 3 days after it showed received it was a denial .. I requested a call on the higher review never received it and I am concerned it is unfair to have Senior VA rep tell you that you are going to need a senators assistance because it is mishandled, that is discouraging beyond words right?