I hunted high and low and couldn't find a direct answer for that Line.a, sorry. I know in the USA, that federal mail will usually NEVER be forwarded, but this isn't the USA. Also, in the US you don't pay the post office to forward your mail, you simply fill out a change of address card and they do the rest for you! LOL
There are not a lot of cultural and obvious differences between the two countries, but one glaring thing for me is the differences in the postal services!
I wish I could help you more on this issue, but I have no idea how it works exactly. Have you gotten other pieces of mail from your previous address at your new address since around the 8th or so? If the answer is yes, then you really can't do anything until CIC can issue you a new OWP on the 19th. If the answer is no, you haven't gotten any new mail from your previous address forwarded yet, then take the rude woman and knock her in the head that with information and ask her to explain exactly what services it is that you paid for when you paid for mail forwarding?