Is it normal for not all your supporting documents to be mailed back together?

So I'm asking this for my mom, who is very very very very angry about this whole situation. Me and her applied the same day in May, her application was delayed because her birth certificate was too old (1960) so she had to pay to get a new one and mail that in. The first BC became lost in the mail, we don't know where it is. Had to spend more money on another certificate (which made it $10 extra 🙄) and in the end she finally got her passport book. Now they mailed back her original 1960 certificate we originally sent in (the newer BC however has still not been returned). Problem is she had also given them her marriage certificate (license?) but that was not included with the BC. Before she was freaking out about having to pay more money for a new passport application, she freaked out about the extra money for the BC, now she's freaking about having to get a new marriage certificate and spend even more money. This whole passport process has become more costly than anticipated. My mom is a very angry person and has been taking it out on me and my dad. I just need to know, what are the chances that the marriage certificate will show up separately? Has that happened to anyone before? What if it doesn't show up? I feel like there should be some legal action we should be able to pursue because it'd be absolutely insane that these people lost both my mom's birth AND marriage certificates and we're being punished by having to shell out more money even though we're the victims. USA is fucking crazy man.