The universal way to get something done in Puerto Rico is go to the office and wait for hours until it's your turn.
If you can get anything done online or on the phone you're extremely lucky.
So I'd suggest that you bite the bullet, take a day off and visit them.
Metro Office Park:
Suite 106, Primer Piso
Edif. Metro Office 3 Calle 1
Metro Office Park
Guaynabo, PR