Incorrect deduction, bad service

We faxed our income verification on 01/10/2015 but still be were defaulted to the highest subsidy. We called Bonitas, were told an agent will phone back within 24hours but still have not received a call. Then an e-mail was sent explaining that the income verification was sent, in the reply no reference was made to this and we were merely informed to send it again. Why then submit the documentation on time if Bonitas will anyway default you to the highest subsidy?!