Had a similar situation. Received Multiple emails for family and to my rep on 20 Nov , eventually replied to separate emails and then one email - I was confused and did not read the instructions well. My email had already a PR portal log in. Ended initiating a new application for PR Card.
I called IRCC customer service several times. They have no clue. They asked me to wait and said there is a long queue. Different programs DO NOT have different queues. They are all in one. After seeing several forums and groups I understand that Montreal office is slow. Etobicoke and virtual landing unit and bit faster. No one has clear picture. It says if we have created a profile it causes delay too. No idea.
The customer service number is 888-242-2100
I called IRCC customer service several times. They have no clue. They asked me to wait and said there is a long queue. Different programs DO NOT have different queues. They are all in one. After seeing several forums and groups I understand that Montreal office is slow. Etobicoke and virtual landing unit and bit faster. No one has clear picture. It says if we have created a profile it causes delay too. No idea.
The customer service number is 888-242-2100