Okay few things to take care of when talking to an agent over the phone
Get your file number
Agent will say they have transferred your file to your local office but that's not true
An office over the counter can only help you if your documents are scanned
Important thing, for people who are renewing their passports , they should be filling out a new form and go with pictures even after an agent has told them that their file has been transferred, trust me it is not the case
I had to involve my local MP (Jagmeet Singh) who also happens to be NDP leader, only after his involvement they scanned my documents, otherwise the nightmare would have continued
For people who are applying for the first time, it's way complicated, an agent has to see your oath certificate in order to issue you a passport at local office
Two things (if your documents are not scanned, he will fill out a form and ask you to sign it and then he will send that form to concerned authorities to verify your oath certificate (you should have your oath certificate number)
If you're lucky enough and they reply in time, then you need fill out a new form with guarantor and references with pictures (you should be going with all of this beforehand)
The only bad thing about that is he/she can only issue you 2 years valid passport but they gonna charge 5 year fee
Man it has been a mess and so difficult to get a passport in case of emergency
I got mine yesterday, so this is hands on experience