MOST PATHETIC SERVICE RECEIVED

I have been trying to apply for ex_gratia on my fiancé's contact lenses since 2018. The doctors recommendation was sent and quotes as we already change plans to try and accommodate the cost and everytime I need to make contact to find out if there is feedback and then the response is oh there is an outstanding. Every time it's something new with these people. That is pathetic!!!! I even told them calls us to clear all requirements and then Tuesday I get told the form is outdated. HOW THE HELL! JUST LAST MONTH I WAS TOLD THE FORM WAS NOT COMPLETED IN FULL! WHY NOT TELL ME THEN IT IS FREAKING OUT DATE!!!