What typically happens when you write to these asshats is they pass the letter on to a lowly state official to answer. I have answered many a congressional letters from the public that would have gotten them a faster answer had they contacted me directly. You see, once a congressional comes down we answer back to the congress critter who in turn copies that response back to the person. The same happens on the federal level. They pass it off to anyone else to answer, usually the same agency the person is whining about.
In short, when something happens the congress critter is the least involved yet seems to be the first that people whine to.