UGH! That’s awful and really needs attention and an apology. I’ll wager it’s the fault of the source, (provider) but a promise or an indicated promise is a promise. I’d sure let her PAC know about your unhappiness.
At this point an apology won’t fix the problem. All I am concerned about is that they fix the problem and not be open to this in the future.
I have sent three requests for information since the end of August and have yet to receive any response. I have refrained from posting anything about this but maybe through this forum word might get back to her.