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file submitted 31 july File approved 28 nov Bio metric request 6 dec Medical request 13 dec File transfer to lvo 17 jan Additional doc request 31 july Pre arrival service email 30 oct ?? Wht is next ?? I did not understand the meaning of pre arrival service email

my application has submitted on 31 july 2018 So its been 13 months i m still waiting for passport Request i did send them inquiries to lvo they still stuck on eligibility assessment from last 5 months security verification have not been initiated Plz tell me what to do my wife is alone there