Why is this seen as a surprise?
As an Aussie who's had multiple dealings with the Home Office this sort of thing does not surprise me in the least!
I personally have when trying to obtain a confidential document from the Home Office had to either send a letter or fax (email not allowed, not even a pdf of the original letter) to the Home Office with only a reference number and my signature needed for confirmation that i the sender of the letter/fax is who i say i am. On top of this 3 times they've sent the confidential document to me by unregistered post! And all 3 copies have been "lost" in the mail!!! I am now up to attempt number 4 to obtain my document! I dont hold out any hopes that this one will be any more successful!
I am probably also now the proud owner of a substantial credit card debt, bank loan, etc in Nigeria but we'll have to wait and see about that!
I HATE THE BLOODY HOME OFFICE!!!!