Catholic Charities USA complaint: complaint and greivence

I applied for recertification to help with back rent. Being that it is a recertification they should have my lease on file. My landlord amd I was under the impression that they were paying my back rent from october to april2023. I also had conversations with jamie the case manager she said that they were helping with electric and all they were waiting for was the landlords part which they have emailed him They denied me because they said they did not recieve my lease and the case manager that was doing my case said I did not contact her to let her know I did keep in contact via phone calls and email. and I sent the copy of my lease to her phone and she told me she couldnt print it. another conversation was to send it again and i told her they should have it. then the day after i talked to her to let her know that i can request a lease from my landlord but the lease on file is still vaiid. I get an email saying im denied becasuse i did not contact or notify them of updates