Do me a favor and email me your contact information. Please send it to me at email@example.com. Let me know what bracket you are missing and who you spoke with in our office. I will have the bracket sent out to you immediately at no charge.
I am sorry that you were missing a bracket. Hopefully you can understand why we have to put policies in place that limit our exposure to fraud. This clearly is not fraud, but someone was doing as they were told. We will fix it.
Thanks for your patience!