Disappointed in MT process

My son applied to Montclair State for Musical Theatre in 2016. We kept getting emails telling us that his application was incomplete. We called more than once, and were assured more than once that they had everything they needed, and there was a problem at their end. He auditioned, and the waiting game began. Here it is October of 2017; he’s a freshman at Manhattan School of Music, and we’re still waiting for a decision from MSU.

How can you admit at least 4 times, that there is a problem at your end, and not fix it? I’m assuming he didn’t get a decision because they still say his application is incomplete.
Very frustrating to say the least.