Thanks for your helpAh IRCC agents have some form of mental retardation that blind them from understand that childs need parents. I am not surprised. I am wait for copr renew and it seems they need to review all my application from start (so imagine they watch titanic, pause to go pee, and come back... they will rewind from start to watch again...).
So I feel you despair. What you must do is send them webforms:
https://secure.cic.gc.ca/enquiries-renseignements/canada-case-cas-eng.aspx
Since it is for your childs, don't let off the hook them. Because they are not just retard, they are immense slow. It could take them min 3 weeks respond you. Message regularly. They may also play delay tactic by send generic message. Don't fool for it. Ask to be clear and focus on the facts it is your childs they are exclude.
I sent messages and web form to ircc...