"My reference raped me."

I work for an online application service for medical schools. I get a lot of strange calls riddled with excuses as to why they couldn't make the deadline or why they need to be treated like a special snowflake. But today was different. Today I received a call from an applicant stating her reference had raped her and she wanted him removed from her application. Unfortunately, this against the rules set by the association we work with. They make the rules, we have to follow them. She told me she had already talked to the association and they were supposed to contact us. They have not. She told me she could provide a copy of the restraining order, police report and doctor's note. The doctor's note really got to me. She has physical evidence of her assault. Meaning someone she knew, someone she trusted, someone she looked up to caused so much pain it could documented with photographs. This poor woman on the other line was crying begging me to just press the delete button so she didn't have to deal with her rapist for ones last second. I told her I could not break the rules but I would do everything in my power to help her. I have emailed every one I could think of and personally contacted the association. Her rapist still remains on her application until we receive a copy of her restraining order. I cannot imagine what this women is going though. I cannot imagine the turmoil of dealing with medical school bureaucrats and their idiotic rules. All I can do it my best to help her.