Visa Application Status Updates

We started our immigration application in 2018 and all documents were submitted on 02/10/2019. My husband's company decided to move us over on a work visa, while our PR application is in processing. According to the department, the original processing time was 6-9 months for processing. Then COVID hit, the proverbial "spanner in the works"... processing times have tremendously increased. We're now in September 2021 and still waiting. OUR COMPLIANT RELATES TO CUSTOMER SERVICE, OR THE LACK THEREOF!!! We had to take it upon ourselves to try and get answers, while the agency we paid to facilitate our application sat back as they 'can't do anything' to contact the related department. By conducting our own research and speaking to other agencies, we were made aware of the channels available to contact the department. Our requests for monthly updates went ignored. We had to request access to our account so we could check up on our application ourselves as we received no updates, unless requested. The bad service is really frustrating, considering the fees for their facilitation service!!! The agent assigned to us is Cindy Truebody, and neither her, nor her manager were of any help. What is the cost of an email or a monthly update?! It costs nothing!!! It seems their job ends when they submit the application. It's easy to TAKE PAYMENT, but it seems the customer service after, is a big ask! Tell me, WHAT DID WE PAY YOU FOR IF YOU CAN'T ASSIST YOUR CUSTOMER DURING THE LAST STAGE... ISN'T THAT WHAT WE PAID YOU FOR??? PATHETIC SERVICE, REALLY PATHETIC!!!

UPDATE: We are glad to say that after the above review, senior management stepped in to address the issues highlighted. Again, it is sad that we had to take such measures to be heard. Glad to be receiving the updates timeously.