Why is Co-op being so slow with remortgage application???

Sheep

I applied for a remortgage with the Co-op and it was accepted on the 22nd of April. They said they are going to send the paperwork out first class post. I called on the 2nd of may to be told that the paperwork has to be returned by 20th May so they will send a new set of paperwork out...... still nothing. Called today and the guy said he will send yet another set of paperwork out and he also informed me that there was a note on the system saying that they assumed I no longer wanted the mortgage! whats that all about? I have recieved other letters from other people so i know there isnt an issue with the post. Is this sort of thing normal with the Co-op?