PIP report wasn't used to make a decision

Hi all,

Just a quick question for you all, my wife applied for PIP and went for the interview just before Christmas. We weren't very hopeful of getting it straight off the bat (based on what I've read online) however were quite surprised to receive the decision back last week and find she had literally been given 0 on every one of the The daily living activity questions. It was also more surprising to see the report basically full of "You said this and backed it up with this however I as decision maker have decided the complete opposite".

So today I asked my wife to phone them up and request a copy of the assessment report so that I could use it when completing the Mandatory reconsideration only to have her told by the first adviser she spoke to that they hadn't received the report and the decision was made purely on the application form she originally sent. She then phoned again about an hour later and spoke to another adviser who stated that they did in fact have the report and would send it out to us however as the decision to reject the claim was "Crystal clear" from the initial application, they had decided not to even use the report in their decision making process.

Is this normal or am I justified in feeling the way I do right now?