I read it as "we tried contacting them through their standard processes, and were told it didn't fit in" but I can see your reading now that I've gone back and

I read it as "we tried contacting them through their standard processes, and were told it didn't fit in" but I can see your reading now that I've gone back and reread that specific section again. It's indeed quite vague as if they were the ones that made the decision or Toyota.