I agree, we cannot determine if anyone dropped the ball, HOWEVER what management has fumbled the ball with, and badly at that, is managing our expectations.

Don't tell us how quickly you believe this will be resolved, then wait to tell us you need to keep submitting more and more info, then not tell us when you submit it, not tell us when you hear back, etc. Again, the problem was telling us, basically, that fixing this was going to be easy and then going dark for months.

Managing expectations is everything here, and management would be wise to learn that.