We're going through the same process as Settle, with the very same known abusive facility. The release forms are tricky, and the records they offer on the checklist are incomplete. We used the "additional records" line for what wasn't offered. Like Settle, we have to sit back and wait. My wife's request for medical information was denied while her daughter was in PV. Reason given: She might use the information against PV. That's some high and mighty, hubris-riddled, arrogant BS.
If Settle and my step daughter get their records, they'll probably look like some FBI Freedom of Information document, redacted and blacklined to hell. Abigail Vona had full access to treatment notes, she used them in her book. I read in an interview with her that it was tough to get them.
Certified mail is definitely the best way to communicate with any program, at least you have documentation of receipt.