usvisascheduling.com website problem

[mhne 0]

My fiancee is in the Philippines and our k1 petition has a READY status on the CEAC website so we filed her DS-160 and paid all the fees and she's been trying to schedule her interview on the the https://www.usvisascheduling.com website.  One day she was able to schedule the OFC appointment but when she tried to schedule the interview it had an error.  Now this error shows up every time she logs in.  Customer support over the phone says that she needs to receive a welcome letter and instructions before scheduling the appointment, and that's the reason for the error, but we've read otherwise online.  An email response from the Manila Consulate said that the error is because while they did receive the electronic version of the application they have not yet received the physical application, so she cannot schedule the appointment until they do and they added they cannot give any definitive timeline as to when the physical application will be received.  Has anyone ever heard of this situation before? We've had ready status on CEAC since February 25.