The last update request I sent took 17 calendar days to be answered. Complaints take 12 business days to be answered. So, basically nothing is working with Passport Canada. All options are bad. In any case, I would suggest you file a complaint. It's been well beyond 20 business days for you.I haven't filed a complaint but I submitted a status request over a week ago. Looks like they have decided to delay that as well.
It's funny my citizenship application took over 2 years to process. I finally thought I was done waiting but they managed to find a new reason
Maybe I forgot to cross a t or dot an i