Once I got involved and sent emails out to light a fire under a few people, the paperwork was completed and sent in. Later, when I asked what the heck happened, it seems that there was a disagreement between the vendor and therapy company about who should fill out the paperwork. REALLY? Is that what this was about? AND YES I AM YELLING.
Please take a step back and look at what this is all about: a little boy who needs a toilet so he can be safe and independent. After that, nothing else really matters - who completes the paperwork, who should have done it as a courtesy or any other unnecessary bickering is just not important. There really is no place for that when working with children.
My lesson learned: Never assume something has been done by an outside party. Follow-up with everything and everyone and get it all in writing until the process is complete.