Thank you Appleby.
I hope the answer is your #1. The Plan document has always allowed for Roth, so I don't believe it's your #2 answer.
I hope that when my client speaks with the financial custodian, he will be able to explain the situation. I have also offered to help by speaking with them (as TPA), of course.
Thanks for your thoughts. Just sort of wanted to raise this up the flag pole, so to speak, to see if my problem is common or not. It appears that we are okay, and that it's the financial house's misunderstanding. Thanks!!