Application Missing

[Keelia]

Hey my name is Keelia and I'd really appreciate some help. My mom and brother applied for a Canadian visa. My mother's already in the system because she visited last year but my brother is new. The application was submitted summer of 2022. My brother even went and did his biometrics. After a few weeks from the biometric we realized that both applications have disappeared since last year September. We have contacted the travel agency we used ..which is also the same one from last year but they cannot give us any solid information and they tried reaching out to the embassy here but nothing. No emails no updates and we are really worrying about this. Could anyone comment? Please