Like anything government related, upset customers carry more weight then upset companies.
They know you are mad, they just want you to tell the government you are mad.

For the record, calling your congress people at the Washington DC switchboard office has more of an effect then sending them a letter. The letters get filed in the circular file unless it is something they agree with, or if you request a response. If you request a response, you get the generic letter that doesn't mean squat.
If you call the DC switchboard, all those calls are recorded and counted, so be NICE, and tell them what you don't like.