no teletrack 30 day cash advances

I filed in June with a fee waiver for them reporting the same identical account 3 times on my CRs and verifying.
The second that I request this they CALL MY CLIENT and ask them if they would like to refi with them instead.
Or does the consumer have to deal directly with the OC/CA ?
THen, a trial date is set and a blizzard hits the midwest and her connecting flight can't leave O'Hare so there is a continuance and finally, there is the hearing.