Then what's the point of having call centre agents for this type of situation if they're unreliable in the first place.
Because if they closed the call centre, everyone would go berserk. In terms of utility, might well be more effective.
I have received my notes a few weeks ago, generated on May 18 and the assessment part for eligibility is "not started". It's a stupid move to have applicants think that application is "in process" when it's still waiting in queue.
You're getting information from an internal database and getting mad the terminology doesn't correspond to normal English. It's not English - it's computer. Actually the status is 010001001.
There's a separate point that 'elgibilty' and 'assessment' and 'background check' are distinct concepts that are used differently (and there are several different types of background check used). The response to MP basically told you what's going on.