It was the same case with me on the front plate, but one phone call to Otis and he had it shipped the next day. Otis handled me after the shipper picked up the truck.
It was kind of confusing at first having a new person to deal with every step of the process, but I think with the volume they deal with it's probably the best practice for them to ensure everything is correct. I'm still waiting on a check from them for the overpayment of registration fees. That's something I thought was going to be a nightmare, but they made me take a picture of my registration to prove what I paid and gave the exact number I had figured was an overpayment then said a check would be issued.
It's possible that you just arent contacting the correct person in the process regarding your cord. They really are not about playing games and really sound like they want us customers to be happy. If Otis was the one who handled you last, try him.