I think his rope needs to be taken out of the bag completely and remove all the twists that it has and it should work fine after that. Climbers need to do this regularly to their ropes specially if you put the rope in a bag after the climb or if you coil it over your shoulders and tie it together for storage. Somehow you include some twisting into the rope. Also, if the rope was not properly streched out when you got it from the factory it carries a lot of twists but this can be resolved easily according to Nick A.

I do not think that you are doing anything wrong on your climbing!