<p>u<em>u</em>d: I think my point is that they’re very clear about the rules, and the applicant has to stay on top of the process and know what’s going to be required/not required. In my case, had I not obsessively prepared and made sure I understood the rules, I would not have known to cite them. 
I had to fax a page from the rulebook, so to speak, to resolve the situation. I hope the OP’s family is able to work it out, too.</p>