I did send a webform enquiry and they replied me. So of their customer service people are not knowledgeable enough like some visa officers. Customer service reps are the ones who reply to webforms and if need be, forward it to the visa officer.
The person who replied me said he didn’t understand what I meant by Letter of Introduction. I explained to him that it’s the same as Port of Entry Letter and that that is what IRCC refers to it lately in their bulletins. He said why talk about POE letter when Passport Request had not been issued. I just to him whatever they call it, I would like them to attend to it urgently.
On another applicant’s file that has been dragging on since last year, I even wrote to the program manager on my official letterhead and yet got no response. I forwarded that email to Case Review in Ottawa who replied yesterday to say that they are monitoring that case and would provide me update once they hear back from the Nairobi office. It’s frustrating