Passport request/ refused visa

[Caroline s.]

Help please! My mother has applied for visit visa the immigration canada send her a letter at 2:09am March 9 saying her application has been refused. Then they sent her again a letter on the date at 2:11am saying please send your original papassport to finalize your apllication. On the status of apllication it says refused bu why would they request her original passport?

Did any of you experience this matter? Please help

 

[cheire]

My mothers visa has been refused they said we never send them passport but we never received any passport request
Don't know what to do next