Sounds familiar and a nightmare. We had the same issues when our bc went on leave. What a joke that was!!! Our bc was great and understood us and was patient. Although so were we! Frustrating times for sure. Hopefully they will get everything together in your next appointment so you can move on. Their fancy office is all fluff!! They need to pick up their game when it comes to customer first.
On a side note. Yay we have bricks!!!
What facade did you end up choosing?