You just have to get the right person there.
Last year I sent in a barrel action to have the factory pencil barrel removed and a factory fluted barrel installed.
They sent me back the wrong barrel installed, and didn't return my original barrel.
I called and asked about this and was told that since I never explicitly asked for my original barrel to be returned, it was scrapped. And, I wasn't clear on what barrel I wanted installed.
Ended up talking to a supervisor who immediately found my original barrel, sent a return ticket for the new barreled receiver and fixed everything.
Simply a matter of getting the right person.