No record found about Portugal Visa

I'd like a feedback from VFS Global's helpline in Brazil. I submitted my Visa applications for Portugal on the 8th of November 2019 at the VFS Global office in Salvador Bahia throught post mail service. I received my last e-mail notification on the 26th of November 2019 that read: Your Portugal visa application process reference number: POSD/*** is now under analysis at Consulate of Portugal, Av. Tancredo Neves, 1632 - Salas 109 a 113, Salvador/BA. An auto e-mail will be sent to inform you when the application has been processed. Please note this is an auto generated e-mail. DO NOT reply to this email.

But today, 13th of December 2019, I'm looking for some news about it on VSF Global website , througth their search tool using my number, but message I've received was NO RECORDS FOUND. What??? What is it mean? What´s my application , and what about my documents, my passport? And I´m trying to phone them, but none answer the phone.