The problem isn't the help desk (they should be able to tell where an order is routed). From what I understand it is the problem of the exchanges. If an order hits a floor where a specialist reals it in and doesn't release it, there is not much you can do. Assuming the help desk knows where the order was routed, they still need to call the exchange who has to contact the specialist, etc. Believe it or not, things are getting better with the exchanges and hopefully things like true linkage and new exchanges will speed up the process.