Needed to fill out an ROI to have my records trans...

Needed to fill out an ROI to have my records transferred to a different dental clinic as another clinic offers a discount to my employer's employees. I filled one out in front of the girl at the front desk. I called a month later to make sure they were sent. The girl who answered said "we didn't get it. I don't know what to tell you. You need to fill out another one." Not sure what that means as I filled it out right there. I went in to fill another one out, the girl sitting in the front said they had 30 days to send them. I told her my dental appointment was the next day and she shrugged and said "not much I can do." Absolutely ridiculous and unorganized.