Poor communication

Submitted all the necessary documentation and paid the amount. Waited 10 days and received nothing. I had to contact ChatBack myself to find out if there is any problems. They told me that they are having problems with the department.

I understand that there is issues with COVID and agreed to patiently wait and that they will inform me if there is any issues.

I again had to contact them to ask regarding progress. I was only then informed that they could not manage to do my renewal.

Now more than three weeks later, I still don‘t have my renewal done and have to start from scratch again.

Proactive communication seems to be an issue.