In my decades of working for software companies and dealing with clients, I have had many conversations that went something like...
Client: We need the software to do _____.
Me: No problem. That's a common request and can be set up in the configuration. I just need [ some specific information that only the client can provide ] from you to set it up. It'll only take me a few minutes.
... crickets ...
Several months later..
Client: WHY HAVEN'T YOU DONE THIS YET? MY BOSS IS SCREAMING AT ME! THIS IS ALL YOUR FAULT!
I can't help but imagine something like that happened here. They've probably been repeatedly requesting this information for months, and whomever is responsible for providing it for the orchestra is just incompetent.