Every time you talk to them, take the name of the person, note the time, note exactly what they said. They only give you their first name, but that's enough to pin the matter down.
Then if you get the runaround and they tell you something contradictory, or to submit something that's already been submitted, you can avoid being fobbed off, point out the contradiction and get referred to someone a bit further up the chain who can probably cut through the crap a bit easier.
Having said that, they have been pretty good on a fair number of applications in my recent experience.