MR thrown out before requesting one.

I am the appointee for my daughter. She has recently been told she cannot receive PIP.
I telephoned the PIP office and spoke to a lady and told her I wanted to apply for mandatory reconsideration. She asked me if I intended to do this through written evidence and I said yes and I asked her how to go about it. She gave me the information I needed, telling me I was to write my daughters letter on plain paper with her name, address, nat insurance no et cetera, my telephone number and my name and I was to send all additional information and bullet points against letter. I was told I had until the 21st of October to do this. She then wished me good luck.
On the 8th of October I sent a letter confirming the telephone call and that I would be sending the information. They received this letter on the 9th of October. Today I have received a letter from DWP informing me that my daughters mandatory reconsideration had been turned down and I now have one month to go to appeal.
How on earth can they have given me a mandatory reconsideration before I've actually asked for one. The phone call was very clear and the letter was very clear that I would be sending the information.
Can anyone give me some ideas on how to complain about this and what I have to do?

Ask for a copy of their first decision that she wasn't entitled to PIP. You usually receive their report within a few days. Then you can challenge what you disagree with.