I'll bet they're having challenges due to the increased volume at the MSC named above.
This MSC appears to use letters from one's name as the shopper ID, and it wouldn't be a surprise for there to be a transposition or similarity that could be involved in this issue.
With this MSC, I had a recent hiccup on my pay statement. I went through the scheduler, who escalated it to her boss, and that person had the info to send to the MSC's project manager. It was straightened out in about one day, and paid a couple of days after.
With another MSC (MF) I finished a shop recently, went to upload my receipt photos, only to find those spots already populated with photos from a similar shop I did the day before. That was resolved in a day or two by emailing the MSC's help desk, since the system itself would not let me delete and replace.
In this one, I'd suggest the OP take the verifier (who is not listening) out of the chain ,and deal with the scheduler. There's something going astray in the computer system, Once they get the right people involved, they should be able to find out what's going on and fix it.