First glitch

O.K., first very frustrating glitch. After realizing they would not accept all the copies of birth and marriage certificates we had left from Allie's adoption because they were over 6 months old, (not getting why that should matter when they don't change) we quickly reordered everything again so we would be ready to complete our home study and start immigration. Well, the other day the certificates arrived, on time. Yeah.  Then I opened the package. Michael's were there, mine were not.  But they charged the full $100. O.K. so I'm upset because this will now mess up the schedule but alright I'll just get this straightened out and ask them to send my copies. I'm going to spare you all the boring details but basically after all morning of trying to reach them by phone and internet. I finally get through by phone only to find out it is a strictly automated system where you can not speak to a human being, and there is no automated option for "you robbed me". Not anything even remotely close. Only to order more, which I did. Trying desperately to get everything done. Hoping they will send a refund shortly. UUuuuugggghhh!