I wouldn’t trust what they say on the phone. Their information changes all the time depending on the agent speaking to you.Yes, and actually they keep saying that eligibility, security haven't started, criminality still in process for months!
If you got pre arrival letter that means your eligibility is passed. Usually criminality is passed before they request medicals, but who knows anymore.
Have you requested GCMS notes? You can see all that info in there. Some people request multiple ones throughout their application.