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definitely call them, there is some miscommunication for sure. "Application processing not started" and "background completed" are statuses not compatible to each other.
Several pages ago someone posted a tone sequence how to get through a robot and reach a human at ircc phone. Good luck!
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normally when IRCC return application whey state the clear reason why.
They said "We have not processed your application or the payment yet. " that makes me believe the said is true for the application OTHER than the one with "Background completed" status.
You said background was completed, for...
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