4 years 1month and Still waiting for response from DHA PR***99616

I app**** for a PR permit for my mum through VFS and the application was received at Home Affairs 06 April 2016 and till date, when you log onto the VFS website the status still say "Application received at DHA on 06 April 2016. Her relative permit is expiring on the 7 June 2020. Her flight was cancelled due to the lockdown and now her permit is expiring in a week. What must she do? Her reference no is PR***99616.....