This is where you need to be a bit persistent. They have the records, they just don't want to look for them. They will not be digitized, so the person who you speak to needs to look them up in the old file log books. Then they will have to either send for them off site from storage or dig them out themselves. They are most likely stored off site.
No need to be rude or pushy, just plead with them, pull on their heart strings begging for them to help you find a way to track them down.