They're wicked set of people so to say, lol. They almost made me run mad. They did the same thing to me just like your friend.... I started bombarding them with calls and emails. The last email I sent to them, I explained how frustrated I was for them to continue claiming they've not received my family's applications which we sent twice and IRCC in Canada continue to let us understand that my family's files had been sent to Pretoria. So I told them that for the last time, I was attaching the requested documents in the email to be sent, I sent the documents via web page, asked my wife to send to Pretoria physical address and also she must send to Pretoria postal mail box. So I informed them of sending these documents to them for the third time via the aforementioned 4 channels. It was after that they came to acknowledge receiving them.....