Account manager kept saying 'next week' for 2 months, escalated once and got an answer in 3 hours

We hired a content agency back in March for a full site rewrite. The account manager gave us the same update every Friday for eight straight weeks: client review is almost done, we'll have those edits to you next week. I kept pushing back gently but didn't want to burn the relationship. Finally I copied their VP on a simple email asking for a status and a delivery date. That same afternoon I got a call with the full draft attached and a note that they'd been sitting on it for 40 days while waiting on an internal sign-off from a freelancer who'd gone quiet. My mistake was assuming the weekly update meant work was happening. Has anyone else had to escalate mid-project to actually get moving, or is this pretty standard for bigger shops?

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