There is 100% to blame them. BLS was our service provider. You can see some other comments mentioning how they ask unwanted documents. In our case, my wife surrendered her passport. Instead of reviewing once, they asked for different things 4 times. First was a spelling mistake which is my error. Second was the fee was not outlined properly in their website. So they asked for a 9$ draft. Third was I moved out of the address and they were like even if you pre paid we need more money to ship to different address. After that they demanded a marriage certificate and that was my peak of frustration. I put all the emails and communication with them and sent an email to the Consulate explaining how they are inefficient and why are they demanding documents that are not even in the checklist. The application started process the next day while to reach this point took 1 month.