We are in a similar situation. Call center tells us that Porta 1 email was sent on Sep 26, but we have never got the email. You mention your friend wrote multiple emails. Could you share the email id to whom he/she wrote?--Posting on behalf of friend--
P1 Aug 23 - Never made it to Applicant
Multiple Emails calls webforms
P2 received directly Sep 8
eCoPR Oct 3