I don't remember when they announced not processing paper applications but could be theirs got processed before they stopped and you gut unlucky, maybe ask directly next time if they are still processing those.
Thats the problem, they never respond properly to your grievance, you are lucky even u get an agent on call, tried webforms and all they could do is copy+paste what the ircc guidelines says on their site and sent it to me via email. Withlut a study permit, i cant find jobs anywhere and in this pandemic, its just crazy