I am in the same boat. I sent my passport from Us to Canada on 3/4. Its been more than a month and the passport is not sent. When I inquired through webform, the agent reached out and asked me to upload commercial invoice which is required to be attached to the package in order to get it sent.
But it has been 2 weeks since I uploaded the commercial invoice. I raised another webform but no response on that so far besides the automated one.
The tracking status shows that there's been no progress in package. Not sure what to do besides keeping on raising webform.