Even when you EX was frozen?
Ah, forgot that part.
No, I didn't freeze with AmEx.
I've never read a report of them pulling another bureau on their own or when asked.
I'd call to see what the hold up is. If it's because your EX is frozen, you're out of luck, and will need to a) give them the pin, or b) reapply after it's unfrozen.
If the hold up is simply due to the 4BM, I'd wait it out.