Terrible management work
I called this company through an Internet search - they connected with the manager Olga, who accepted my application, quickly picked up tours and said that she would send them to the post office. After some waiting, I called the company again and said that the tours had not been received, to which another manager apologized and sent them. Having received the tours, I (as indicated in the letter) confirmed one of them and sent my passport data along with a request to call back and clarify some questions.