Many people are aware that Medicare Part D, etc. does not operate with regulatory or statutory legal status. It appears to be an extortion racket more than anything else.
Your description of your employment confirms why I personally have never received an acknowledge of my appeals to the Part D penalties. Unfortunately, whether employed by MAXIMUS or having to deal with them as a member of the public appears to be is equally repugnant.
I wonder what the American taxpayer would say if they were aware of the money that their government spends on 'contractors' who abuse them at their own expense. MAXIMUS IS A GOVERNMENT CONTRACTOR.