Don't worry, that's all normal. You'll hear many different versions but you'll get it at some point. The department that is dealing with you guys is small and I think they are just swamped with work. But they are really nice and will do their best for you, but just when they have time. It's just the volume of work I think. I didn't get my stuff until 2 weeks prior to starting. No tickets until 2 days prior...