I think they meant the OP should have used the emergency renewal at application time..too late now..processing in the system...words that strike fear in anyone's heart.
Ah, I see. Thanks for clarifying that.
On the other point, I once had an office that was inside a consulate building in a large overseas country, and I saw the forlorn faces on visiting tourists who had been pickpocketed. The consulate staff tried their best to take care of them but dealing with people under that much stress is a challenge, so the helpful staffers got yelled at a lot. Unfairly but understandably.