I called them today. The repre couldn't find my package in the system.When I ask her where is the passports, she said in Ottawa because she checked canada post tracking number. The she asked me to email both Hong Kong and Ottawa office that my parents passport was sent to Ottawa. She says Hong Kong office is expecting passports which made no sense. There were 5 offices listed on the email that I can send passport to. Nowhere says I need to notify any office where I send passports.
Will have to call tomorrow again.
After the call that I had yesterday, my MyCIC account application status has been changed to Approved. So once you clarify the things on where the passport is, and able to get to the right agent who can help you expedite the process, I believe that it will be fine after all.
Not quite sure your situation, but my mom was already staying in Canada when we submitted the application, and is still in Canada with Super Visa. So, all the address and other information are tied to Canada in the application, so Manila office (our LVO) might not expect our passport there.
But as long as you follow the instruction correctly (sending it to Ottawa if she resides in Canada), then it should be fine I believe.
Wish you the best on the rest of process, and I strongly believe that it is not a big deal as we are at the last stage.