Oh, Jenn!!! I'm screaming right along with you!!!

Sweety, don't you have a copy of that file for yourself? If you don't, this time make a copy for yourself with EVERYTHING in it including THEIR paperwork!

Make sure you write somewhere in that file that this is the second time it has happened due to THEIR INCOMPETENCY! Fight them every step of the way! Keep bringing THEIR INCOMPETENCY up! Make them push it through! Appeal this as loudly and as often as you can!