What?! What do your GCMS notes say? I strongly believe that what you got from Ralph is the most accurate info, I doubt the agents would give an MP misleading info. Have you already ordered new notes?
I thought you mentioned eligibility was passed?? Note that eigibility "met" is very different from eligibility "passed". Met still leaves room for questions and possible RR.. What was the exact word used from Ralph? If he said "met" then yes, the agent could be right in saying it's not completely done.